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Problem making or receiving PSTN calls from VVX 410

PTODD
Frequent Visitor

Problem making or receiving PSTN calls from VVX 410

Hello,

 

We are using Office 365 and Cloud PBX and I've recently purchased a couple of VVX 410's for testing.  I can make and receive calls from the Skype for Business client both internally and via the PSTN (Have a number assigned from Microsoft's pool), but can't place/recieve PSTN calls from the VVX.  I can call other skype for business users (vvx to vvx) with no issues.

 

When I try to make a call to an external number, after a few seconds, I get a "fast busy".  Also, when I call my Microsoft provided number from an outside line, it never attempts to ring my VVX, just my other Skype for Business devices.

 

I've been trying to troubleshoot this for a few weeks and have read and watched everything I could find but am having no luck.

 

  • Running the latest supported version of software on the VVX
  • E5 365 license with CloudPBX and PSTN calling
  • VVX is logged in with my O365 account and status shows everything is great.

 

Any suggestions would be greatly appreciated.  

 

PTODD

Message 1 of 6
5 REPLIES 5
SteffenBaierUK
Polycom Employee & Community Manager

Re: Problem making or receiving PSTN calls from VVX 410

Hello PTODD


welcome to the Polycom Community.

It is always useful to include the currently used UC Software version as issues experienced or a question asked may already be addressed in a newer release.

This also allows yourself and others to check against current software release notes, Administrator Guides or FAQ post’s.

The above is also stated in the "Read First"

Therefore the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP or UC Software Version of my Phone?
Resolution: Please check here

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

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 2 of 6
PTODD
Frequent Visitor

Re: Problem making or receiving PSTN calls from VVX 410

Here is the information about the software on the phones

 

Phone Model     VVX 410

Part Number      3111-46162-001 Rev:A

MAC Address     

IP Address          

UC Software Version      5.4.1.17653

Updater Version               5.6.1.23083

Message 3 of 6
SteffenBaierUK
Polycom Employee & Community Manager

Re: Problem making or receiving PSTN calls from VVX 410

Hello PTODD

 

I suggest you post some logs here when you try and make a call and receive a call.

 

Please ensure you have not got DND enabled.

 

The next step would be to open a support ticket.

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 your phone's MAC address so I can look up who would be able to support you.

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

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 4 of 6
PTODD
Frequent Visitor

Re: Problem making or receiving PSTN calls from VVX 410

 

Hello,

 

I purchased my two test phones from Amazon.com.  At the time, I didn't realize they would not have support.

 

 

MAC Address

00:04:F2:D6:1B:72

 

 

I have attached three files trying to dial an external number

 

  • direct dial 10 digit number
  • prefix 1 and dial 10 digit number
  • prefix 9, 1, and dial 10 digit number
  • receive attempt

Files attachments are .pcap (but have been renamed to .pdf to upload)

 

Thanks,

 

PTODD

SteffenBaierUK
Polycom Employee & Community Manager

Re: Problem making or receiving PSTN calls from VVX 410

Hello PTODD


This VVX410 is not a LYNC / Skype SKU so you need to purchase for this and any other phone a per device LYNC license from Polycom as explained => here <=


Without the above you can only legally use the Software for 30 days testing.

 

In regards to your problem I am unable to look at encrypted wireshark traces.

 

I suggest you check this => here <=

 

The next step would be to contact Westcon as they are your Tier 1 support.

 

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

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 6 of 6