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Can't receive calls on Soundpoint IP 321 or VVX 310 with Lync 2013

RickStevens
Occasional Visitor

Can't receive calls on Soundpoint IP 321 or VVX 310 with Lync 2013

I have a  Soundpoint IP 321 and a VVX 310 configured for Lync and can sign in to Lync 2013 successfully.  I can place calls from either to other internal Lync clients and outside phones on the PSTN.  Other Lync clients can call them as well.  However, calls from the PSTN will not complete.  The Lync diagnostic report shows the response code 488 and the header message "6000, reason="Instant Messaging disabled by policy".  The SPIP 321 is running 4.1.0 Rev I and the VVX 310 is running 4.1.4.  The same user account works fine when signed in on a CX600 phone.  Any ideas? 

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2 REPLIES 2
SteffenBaierUK
Polycom Employee & Community Manager

Re: Can't receive calls on Soundpoint IP 321 or VVX 310 with Lync 2013

Hello RickStevens,

welcome to the Polycom Community.

This is most likely some STUN / ICE issue but would need to be troubleshot via your Reseller / Polycom Support as this is outside the scope of the community.

 

As the VVX310 is surely still in warranty please follow this path.

 

Please be aware of the following in addition when using LYNC and Software 4.1.0:

 

The use of Polycom UC Software versions 4.1.X (“Software”) requires the purchase of a separate Software license for every device that will use the Software in a Lync environment. You may not install, access, or use the Software in a Lync environment on more devices than are listed on your license until additional licenses have been purchased and authorized by Polycom. These licenses should be purchased from the same company from which you purchased the devices. You may operate devices against a Lync server for trial purposes for up to 30 days without purchasing a license. Use of the Software is subject to the terms and conditions of the End User License Agreement.

Polycom reserves the right to audit your deployment to verify that you have sufficient licenses to match the number of devices being used.


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

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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.

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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 3
RickStevens
Occasional Visitor

Re: Can't receive calls on Soundpoint IP 321 or VVX 310 with Lync 2013

Thank you for your reply.  No NAT here.  All components (Servers, gateway, phones) are on the same IP network.  External side of gateway is ISDN PRI.  I'll try support.

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