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

I have an IP5000 phone connected to a Mitel 3300/MCD PBX.  When I make an outbound call it disconnects after 60 seconds on every call.  I can call into the phone and the call will stay connected.

When it disconnects, it only drops the far end, the polycom stays connected on the call. 

 

Also is it normal for these to take upwards of 5-10 minutes to boot up?  I have several IP6000's that boot rather quickly and don't drop calls.

1 ACCEPTED SOLUTION

Accepted Solutions
HP Recommended

Hello dbergland,

 

are the SSIP6000 running the same software and settings?

 

The MAC address shows GCEC Telecom as the Reseller so you should seek support via them.

 

There is no Wireshark trace attached and as a Polycom employee I would be unable to provide free support via the community anyway.

 

The FAQ contains this post here:

 

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

Resolution: Please check => here <=

 

Above would be the minimum configuration needed to register this to most SIP switches.

 

I would ask you to consider updating the phone to a current software as well . This is described here:

 

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

 

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

View solution in original post

5 REPLIES 5
HP Recommended

Hello dbergland,

welcome to the Polycom Community.

 

It is always useful to provide the current running software version as some answers depend on this.

 

The best way to troubleshoot is setting up a provisioning server and check the logs and in addition span a port and take a wireshark trace to see why the call is dropped and who drops it.

Please check the community's VoIP FAQ for any additional follow up questions.

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

Model: Soundstation IP5000

MAC: 00:04:f2:e7:6e:f3

IP: 11.44.19.63

SIP Software: 3.3.3.0069

Bootrom: 4.3.1.0440

 

I've attached a wireshark capture.  I don't really know what to even look for in the capture.

 

The phone is set in stand alone mode, I'm not sure how to go about setting up a server to pull the logs.  I configured the phone using a guide I found on Mitel's website as well as a few documents I found here.  All my IP6000's work without an issue.

HP Recommended

Hello dbergland,

 

are the SSIP6000 running the same software and settings?

 

The MAC address shows GCEC Telecom as the Reseller so you should seek support via them.

 

There is no Wireshark trace attached and as a Polycom employee I would be unable to provide free support via the community anyway.

 

The FAQ contains this post here:

 

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

Resolution: Please check => here <=

 

Above would be the minimum configuration needed to register this to most SIP switches.

 

I would ask you to consider updating the phone to a current software as well . This is described here:

 

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

 

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
HP Recommended

I work for the reseller, I am trying to troubleshoot for the end user.

 

I will try to get the software updated next time I am onsite.

HP Recommended

I attempted a software upgrade using the instructions you linked me to and was unable to get it to work.  However I was able to complete the upgrade using the Windows FTP (IIS) services.  

After the update I made several test calls and all of them lasted well past the 60 second mark.   

It was brought to my attention that the customer had another 5000 that was having the same issue.  A software update fixed it as well. 

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