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Contact directory randomly ignores some entries

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Occasional Advisor

Contact directory randomly ignores some entries

Phone: IP 670

BootROM: 4.3.1

SIP Version: 3.3.5

 

When the 670's boot, they are successfully downloading their configs - including mac.directory.xml. The problem is: it is randomly dropping some of the entries in the xml file. The problem is both consistent (does it on every boot) and intermittent (does not drop the same entires every time).

 

The directorties for each user contain anywhere from 12 - 50 entries (far below the max number of 999 stated by the docs for the 670).

 

Each entry is well-formed XML (verified) and is in the following format as shown in the attachment (the last three items of a 32 entry contact table are shown there).

 

I have also made available a real example of the directories that are having a problem, which has been anonymized. The file is the same except the phone numbers have been randomized:

 

https://cloud.highpoweredhelp.com/index.php/s/p6vPUvemauFhZOS

 

Using this example, let's say there are 32 entries (because there are).

 

On the first boot, items 1-17 will be fine and show upn in the correct order. Item 18 will be missing . Item 19 will show up. 20 will be missing, 21-29 are there, 30 is missing, and 31-32 are fine.

 

On the next boot, only item 10 is missing.The rest show up

 

On each successive reboot fo the phone a different (random) number of entries will go missing.

 

I have checked the XML for non-ASCII characters. I have removed all special characters (!@#$%^&*).

 

Problem persists.

 

How do I fix this? Thank you in advance.

 

1 ACCEPTED SOLUTION

Accepted Solutions
Occasional Advisor

Re: Contact directory randomly ignores some entries

Eventually, we figured this out. Although it seems counter intuitive, the Polycom phone directory fails when you have duplicate entries. We ended up writing a python script to parse the CSV sources, sanitize and standardize the entries, and then remove any duplicates.

 

Once we did this, the behavior stopped.

View solution in original post

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

Re: Contact directory randomly ignores some entries

Hello Drd,

welcome to the Polycom Community.

I never heard of this issue but stating this UC Software 3.3.5 is rather outdated in addition.

 

I can only suggest you change the cfg / configuration logging to event 1 so you can troubleshoot what the phone is actually reading.


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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

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
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Occasional Advisor

Re: Contact directory randomly ignores some entries

If 3.3.5 is outdated, then what version do you suggest? I have not gone to the 4.x series because it requires I completely re-do configs since the format has changed rather drastically. Correct?

Message 3 of 6
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Polycom Employee & Community Manager

Re: Contact directory randomly ignores some entries

Hello Drd,

the format already changed with UC Software 3.3.0 and you can use the CFCutility to convert any pre-UC Software 3.3.0 configuration to be compatible with UC Software 3.3.0 or later.

 

UC Software 4.0.9 is currently the latest for the SPIP / SSIP SIP range.

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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

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
Occasional Advisor

Re: Contact directory randomly ignores some entries

Eventually, we figured this out. Although it seems counter intuitive, the Polycom phone directory fails when you have duplicate entries. We ended up writing a python script to parse the CSV sources, sanitize and standardize the entries, and then remove any duplicates.

 

Once we did this, the behavior stopped.

View solution in original post

Message 5 of 6
Highlighted
Polycom Employee & Community Manager

Re: Contact directory randomly ignores some entries

Hello DrD,

The UC Admin guide and the FAQ post all mention:

 

ct Contact

 

Note: This field cannot be null or duplicated

 

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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

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