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ACD and hoteling : Polycom Phones SIPP series hangs after agent login

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Advisor

ACD and hoteling : Polycom Phones SIPP series hangs after agent login

Hi 

 

I am trying to enable ACD and hoteling on polycom phone.

With following configurations: 

 

<polycomConfig>
<feature feature.autoLocalHold=0>;
<feature.hoteling feature.hoteling.enabled=1></hoteling>
<feature.enhancedFeaturekeys feature.enhancedFeaturekeys.enabled=1></enhancedFeaturekeys>
<feature.acdLoginLogout feature.acdLoginLogout.enabled=1></acdLoginLogout>
<feature.acdAgentAvailable feature.acdAgentAvailable.enabled=1></acdAgentAvailable>
<feature.acdPremiumUnavailability feature.acdPremiumUnavailability.enabled=1></acdPremiumUnavailability>
<feature.acdServiceControlUri feature.acdServiceControlUri.enabled=1></acdServiceControlUri.>
</feature>
<hoteling hoteling.reg=1>
</hoteling>

<acd  acd.reg=1 acd.stateAtSignIn=1></acd>
</polycomConfig>

 

Softkey and all other things appear but once i try to login, it hangs after 2-3 seconds everytime.

It is happening in phones SIPP450,SIPP550 which i have.

 

But this issue is not happeining with VVX series with same configurations. It works fine with VVX series.

What could be the problem? am i missing something here?

 

I have attached the logs too.

 

Phone isformation is given below:

Phone Information

Phone Model ->  SoundPoint IP 450

Part Number -> 2345-12450-001 Rev:B

MAC Address -> 00:04:F2:2C:EE:A9

UC Software Version -> 4.1.1.0260

BootROM Software Version -> 5.1.0.85063

 

Thanks,

Arvind

Message 1 of 6
1 ACCEPTED SOLUTION

Accepted Solutions
Highlighted
Polycom Employee & Community Manager

Re: ACD and hoteling : Polycom Phones SIPP series hangs after agent login

Hello Arvind,

welcome back to the Polycom Community.

The UC Software 4.1.0 and 4.1.1 for the SoundPoint IP and compatible SoundStation IP is for LYNC only and not tested against SIP features.

 

Please downgrade to UC Software 4.0.8


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: 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

View solution in original post

Message 2 of 6
5 REPLIES 5
Highlighted
Polycom Employee & Community Manager

Re: ACD and hoteling : Polycom Phones SIPP series hangs after agent login

Hello Arvind,

welcome back to the Polycom Community.

The UC Software 4.1.0 and 4.1.1 for the SoundPoint IP and compatible SoundStation IP is for LYNC only and not tested against SIP features.

 

Please downgrade to UC Software 4.0.8


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: 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

View solution in original post

Message 2 of 6
Highlighted
Advisor

Re: ACD and hoteling : Polycom Phones SIPP series hangs after agent login

Hi  SteffenBaier

 

Thanks for the responce.

 

4.0.8 version works perfectly fine for ACD feature.

 

Thanks,

Arvind

 

Message 3 of 6
Highlighted
Advisor

Re: ACD and hoteling : Polycom Phones SIPP series hangs after agent login

Hi SteffenBaier

 

Though ACD feature works when using firmware 4.0.8 versions, There is a problem with reason Codes.

While making State of Agent unavailable, Agent selects the reason code.

After that Agent state is set to unavailable with corresponding reason.

But reason appears only for 1-2 seconds then it disappears and default reason(None) is set automatically.

 

This problem is present even in VVX phones when using latest firmwares and SPIP phones with 4.0.8 versions.

though its  not happening with SPIP phones with latest versions of firmware(4.1.0 and 4.1.0) but Phone hangs with these versions.

 

Is there a solutions to this? 

 

From Wireshark it seems that phone is sending multiple subscribes after agent makes state Not avaialable. In case of 4.1.0 and 4.1.1 its sending only one subscribe.

Message 4 of 6
Highlighted
Polycom Employee & Community Manager

Re: ACD and hoteling : Polycom Phones SIPP series hangs after agent login

Hello Arvind,

please open a Polycom support ticket via your Polycom reseller.

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: 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 5 of 6
Advisor

Re: ACD and hoteling : Polycom Phones SIPP series hangs after agent login

Thanks for the reply. 

Message 6 of 6