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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
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‎11-04-2015 04:13 PM

HP Recommended

We've just added a couple IP7000 phones to our ShoreTel system.

 

 

 

I can get the phones registered just fine.

 

If anybody calls these phones (another extension, external callers) the calls are fine, had them for over 30 minutes.

 

However, our issue is: If a call is placed from these phones to anywhere (another extension, externally) the calls usually are dropped right about the 30 second mark.

 

ShoreTel - v 14.2

IP7000 phones - 

  Brand new out of the box - 

  Had a little older software but still had the same issues, so I upgraded software.

  UC Software Version - 4.0.9.0509

  BootROM Software Version - 5.0.1.10553

 

On with ShoreTel TAC for about 2 hours and they finally said don't know need to call Polycom. The latest document TAC had was for ShoreTel version 9.2.

 

Any help is appreciated.

 

Thanks in advance, 

 

JNeal

 

9 REPLIES 9

‎11-04-2015 11:44 PM

HP Recommended

Hello JNeal,

welcome to the Polycom Community.

The fact that "internal" calls work and "external" drop point to your firewall.

 

You need to get your IT Team to investigate why the traffic is dropped after 30 seconds.

 

In addition UC Software 4.0.9 should also use the Updater 5.0.8 from => here <=

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
Was this reply helpful? Yes No

‎11-05-2015 08:11 AM

HP Recommended

SteffenBaierUK

 

Thanks for the reply, but I don't think you quite understand the issue. It doesn't matter if the call is internal or external, when a call is placed from the IP7000 any call is dropped at 30 seconds.

 

Any call to the phone, no issues.

 

This is the first time I've worked with Polycom phones, so I don't have a clue what you are talking about when you say "In addition UC Software 4.0.9 should also use the Updater 5.0.8 from => here <=" Please elaborate.

 

Thank you,

 

JNeal

Was this reply helpful? Yes No

‎11-05-2015 09:15 AM

HP Recommended

Hello JNeal,

I must have miss read your original post in regards the calls dropping but again there is not reason for the phones to drop the call the other way round.

 

In regards of troubleshooting this please check this post here:

 

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

Resolution: Please check => here <=

 

In regards of Updater 5.0.8 please check here:

 

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

 

The relevant file in regards of updating the phone is Polycom_UC_Updater_5_0_8_release_sig.zip which is hosted on our support page.

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
Was this reply helpful? Yes No

‎11-05-2015 09:50 AM

HP Recommended

Thank you.

 

I'll try the wireshark.

 

Attached is the Debug log. Per the Troubleshooting link you sent. under Troubleshooting 2, I changed the Global Lof Level Limit to "Debug" and the SIP to "Debug" as well. I cleared the logs, then made my test call from the IP7000 to my desk phone and after 30 seconds the call dropped, and this is what the log looks like.

 

If the phone is updated to the newest software, using the Web interface on the phone the Utilities > Software Upgrade, I don't need to do anything with this "Updater". Am I correct?

Was this reply helpful? Yes No

‎11-05-2015 09:54 AM

HP Recommended

Hello JNeal,

The Updater is not part of this update process. You need a local server to do this.

 

The Web Interface logs may not be sufficienmt to troubleshoot this as they may get overwrtitten.

 

The best way is via FTP as this allows to append log files.

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
Was this reply helpful? Yes No

‎12-23-2015 04:33 PM

HP Recommended

I am having the exact same issue on both 4.0.4.2906 which came with the phone and 4.0.9.0509 which we upgraded to.

 

ShoreTel 14.2 bld 19.45.8701.0

Polycom IP 7000

 

Inbound calls are fine.  Outbound calls drop at 30 - 33 seconds.

 

Have you come across a resolution?

Was this reply helpful? Yes No

‎12-24-2015 01:41 AM

HP Recommended

Hello suzannea,

welcome to the Polycom Community.

Please kindly follow up the same troubleshooting tips as already provided to the original poster.

 

The Phones logs and a wireshark trace should help you troubleshooting this issue.


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
Was this reply helpful? Yes No

‎11-13-2018 06:12 AM

HP Recommended
Wonder if anyone had found this root. I am facing the same issue and would appreciate any solution. Thanks
Was this reply helpful? Yes No

‎11-13-2018 06:37 AM

HP Recommended

Hello @gaazhar,

 

welcome to the Polycom Community.

Both the community's Must Read First and the community's FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:

 

  • Provide the exact Software Version of your Phone
  • Provide the Phone Model
  • Provide the Call Platform (aka openSIP,Skype for Business Online, Skype for Business on Premise, Lync)
  • Additional Polycom Infrastructure (RPRM,PDMS or BToE)
  • If applicable provide a backup of the phone in question

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup

  • If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
  • If possible provide the MAC Address or Serial of the device
  • Provide details if the issue is a day 1 issue or only happened after an upgrade or any other relevant details

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Polycom to have an overview of the current software used. In addition other details allow us to check logs or look up a potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.


Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up post’s.


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
Was this reply helpful? Yes No
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