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Advisor
Posts: 12
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Only Receiving Some Incoming Calls

I have been having an issue where I only receive some of my incoming calls. I am not sure why certain calls are not being received. When I check the call log of my VoIP provider, the incoming calls are shown there but they never actually rang my Polycom telephone or showed as a received or missed call on my Polycom telephone. I don't understand why this is only with certain calls. I have strict user validation turned on to stop phantom calls and it did work regarding that. I don't think that is the reason why I am missing some of my calls. I do have a router that the telephones are behind but SIP ALG has been turned off. Both of my Polycom IP telephone are running the newest software version: 5.5.2.8571. Are there any settings I need to check/configure on my end regarding this issue? DND and call forwarding are turned off both on the telephones and on the server side settings. I must reiterate that this is just some incoming calls and not all incoming calls. The incoming calls are a mix of 800 type numbers and standard format numbers. 

Occasional Advisor
Posts: 12
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Re: Only Receiving Some Incoming Calls

im having the exact same thing on my phones (2 VVX410's).  same software version, same settings, changed 3 different routers. most of the time both phones ring.  occasionally only one phone will ring, and a few times no ringing but calls came in on provider side.

 

New version issues?

Valued Contributor
Posts: 109
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Re: Only Receiving Some Incoming Calls

Are you able to get a packet capture of good and bad calls coming to/thru your router?  Wireshark might give some clues as to what is going on.

JoeV
Advisor
Posts: 12
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Re: Only Receiving Some Incoming Calls

This may very well be a new software version issue. I also have a VVX410. I also have a VVX600 that is connected to the same server that gives me the same issues and they both have the same software version running. Both phones ring simultaneously when I receive a call, but I do think I just had the issue where one rang but the other didn't. In the past software versions, they both always rang and I received all calls with no issue. I started to believe that this was because of SIP ALG being turned off, but I was advised not to turn it on. The router firmware is most likely not the issue since I didn't have this problem before and you have tried three different routers. Strict user validation should not having anything to do with it since it stops port scanning tool type calls. Additionally, the calls showing on the provider side make it seem like this is an issue wiht the telephone software itself. 

Valued Contributor
Posts: 109
0

Re: Only Receiving Some Incoming Calls

What kind of server are the phones registered to?  Does the server have log files showing the calls?

JoeV
Occasional Visitor
Posts: 1
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Re: Only Receiving Some Incoming Calls

This might just very well be a new version issue. Do you guys think this is some sort of bug?

Polycom Employee & Community Manager
Posts: 13,995
0

Re: Only Receiving Some Incoming Calls

Hello all,

welcome to the Polycom Community.

If you can downgrade and the issue no longer happens gather all the usual logs and escalate this into support.


In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom device from.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.
Occasional Advisor
Posts: 12
0

Re: Only Receiving Some Incoming Calls

i smell a passing of the buck coming on.

 

just downgraded one phone down one step to 15937Q.  will report back on how it performs.

Highlighted
Valued Contributor
Posts: 109

Re: Only Receiving Some Incoming Calls

Careful, there are no 'bucks' coming into play here.  This is a PUBLIC, FREE forum.  If your paid-subscription support channel passes your 'buck' then you might have a beef.  Let's just share info respectfully here.

JoeV
Polycom Employee & Community Manager
Posts: 13,995
0

Re: Only Receiving Some Incoming Calls

Hello hodor,

welcome back to the Polycom Community.

The community's VoIP FAQ contains this post here:

Mar 8, 2012 Question: What kind of support should I expect from the Community?
Clarification: Please check => here <=

 

The above FAQ post explains everything.

Best Regards

Steffen Baier

Polycom Global Services

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.