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IP 5000 and IP 7000 call drops after 5 seconds

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IP 5000 and IP 7000 call drops after 5 seconds




We've just got a SoundStation IP  5000

Phone Model SoundStation IP 5000 Part Number 3111-30900-001 Rev:H MAC Address 00:04:F2:FC:16:82 IP Address UC Software Version BootROM Software Version


and IP 7000


Phone Information Phone Model SoundStation IP 7000 Part Number 3111-40000-001 Rev. 1 MAC Address 00:04:F2:F9:61:38 IP Address SIP Software Version BootROM Software Version


Both are registered to our Elastix 2.4, my problem is when i tried to call another local extension, after anserwing, the call drops after 5 seconds. also no sound on both end. Same problem for both models. 


We've been using elastix for 2 year now with out a problem on incoming and outgoing calls. I hope someone could help.






Message 1 of 2
Polycom Employee & Community Manager

Re: IP 5000 and IP 7000 call drops after 5 seconds

Hello Geroge,

welcome to the Polycom Community.


Firstly I would suggest to upgrade both units to the latest supported SIP Software UC Software 4.0.9

The community's VoIP FAQ contains this post here:

Oct 7, 2011 Question: How can I setup my Phone / Provisioning / Download / Upgrade / Update / Downgrade Software?
Resolution: Please check => here <=


The basic minimal SIP registration details matching almost every SIP Switch can be verified here:


Oct 7, 2011 Question: Can I register or is my Polycom Phone compatible with a “XYZ” SIP Server?

Resolution: Please check => here <=


In order to troubleshoot your Issue I suggest you follow this:


Jan 19, 2012 Question: How to troubleshoot Polycom VoIP related Issues?

Resolution: Please check => here <=


If all above fails please contact WESTCON GROUP EUROPEAN OPERATIONS LTD as they are your first level support contact.

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 2