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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
HP Recommended

hello team,

 

We are having a serious issue, when we dial 911 from polycom phone, the SIP invite says 911@<outboundproxy> instead of 911@<Custoemrdomainname> as an result the call is failing to 911, other callls like 611 are working fine since the RURI is 611@<Custoemrdomainname>, how to disable that on VVX phone?

 

I am runing 5.2 version.

 

Regards

1 ACCEPTED SOLUTION

Accepted Solutions
HP Recommended

We are able to fix the issue, for those who encounter the same issue just add below scrit and will work fine

 

<dialplan.routing>
<dialplan.routing.emergency dialplan.routing.emergency.1.value=911@%%CxDomain%% />
</dialplan.routing>

 

 

thank you

View solution in original post

8 REPLIES 8
HP Recommended

Hello Ronak,

welcome to the Polycom Community.

 

UC Software 5.2.0 is completely outdated and also unsupported so I suggest you update to UC Software 5.5.1

 

The next action AFTER this is to open a support ticket if the issue still occurs.

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.

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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
HP Recommended

thank you for reply, besides updating the firmware, do you know if Polycom phones have some sort of spesicl treatment for 911 calls? 

HP Recommended

Hello Ronak,

Not knowing what call server and what region you are in I cannot answer this.

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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
HP Recommended

I am in toronto, Canada, we are using Genband as call server. 

HP Recommended

Hello Ronak,

Steps for you to do:

 

  1. Upgrade to a currently supported Version
  2. If this fails work with GenBand who can open a support ticket with Polycom support for 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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
HP Recommended

We are able to fix the issue, for those who encounter the same issue just add below scrit and will work fine

 

<dialplan.routing>
<dialplan.routing.emergency dialplan.routing.emergency.1.value=911@%%CxDomain%% />
</dialplan.routing>

 

 

thank you

HP Recommended

We're also seeing this issue in various versions of 6.X firmware.

 

By default, 911 calls are handled differently than all other calls, and so may fail if your SIP domain is different than your local pbx domain.

 

This default behavior doesn't appear to be documented anywhere I can see and is only verifiable by actually dialing 911 on the phone, which fails.

HP Recommended

Hello @stevensarginson ,

 

Welcome to the Poly Community.

Both the communities Must Read First or Read 1st and if available the FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.


Unfortunately, your post fell a bit short of the above-explained requirements and we kindly ask you, therefore, to ensure to read these sections and ensure a reply (not Edit!) provides as much detail as possible


Please ensure you familiarise yourself with the FAQs listed in my signature for your convenience.

 

As this is involving an emergency service simply contact our official support infrastructure.


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

Best Regards

Steffen Baier

 

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.