IP501 issues

[Anonymous]

All advice and info is greatly appreciated.

    I am currently coming in behind an installer in attempt to support these phones for a small business.  There are 6 Polycom IP 501 SIP phones, that are connected to the same network as the pc's are on a 192.168.1.* network.  There are 6 pc's in addition to these phones, on the same 192.168.1.* network.

    The phones are powered by in-line "injectors" Soundpoint IP/Lan power cable.  All devices computers and phones feed into a Netgear Pro Safe 24 - 24-port switch model # JGS524.  They access the internet via T1. The U/L and D/L speeds are as follows: 1.37Mbps D/L and 1.46 Mbps U/L

   They subscribe to an online PBX solution "Worldsmart".

The issue they are experiencing is static noise during calls when there is at least one machine doing a download of any sort, like a program or update.  Also, if there was Windows updates done the night before, they might come in and have the same issue with call quality and/or sometimes they cannot hear the other person on the phone, or the other party cannot hear them. They usually find themselves having to restart the phones multiple times during the week,

I wanted to get a second "opinion" before recommending network changes.  My guess right now based on my findings is, need and increase in bandwidth and potentially need to separate data from phones.

Thanks in advance for any info or help. 

[SteffenBaierUK]

Hello ,

welcome to the Polycom Community.

I would recommend to check the FAQ => here <=

Above contains Information how to use Wireshark to troubleshoot Network issues. Making a trace of the Audio from a spanned Port so you can see if the issue can be heard in the call or if it is caused by the Phone.

Make sure you are running the latest Software on the Phones as well.

Best Regards

Steffen Baier

Polycom Global Services