Phone details:
Polycom VVX 400 and 401
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Phone Information
Phone Model VVX 400
Part Number 3111-46157-002 Rev:A
IP Mode IPv4
IP Address 192.168.1.11
UC Software Version 5.9.0.9373
Updater Version 5.9.7.11143
We have a server that is multi-tenant capable and we configured 2 domains
ie. test.server1.com and test2.server1.com
we configured line 1 to ext 100@test.server1.com and line2 to 100@test2.server1.com
when we make inbound call. to second line DID it shows as if its calling line 1.
It seems that the phone is gettng confused on where to route the calls to its designated line.
Hello @dieandel,
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:
UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup. Please rename into .TXT or Zip the file to attach.
Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package
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 providing all details at the same time 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.
Without a log and you backup it is hard to advise you on anything.
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
Provide the exact Software Version of your Phone
UC Software Version 5.9.0.9373
Provide the Phone Model
Phone Model VVX 400
Provide the Call Platform (aka openSIP,Skype for Business Online, Skype for Business on Premise, Lync)
FusionPBX (Freeswitch)
Hello @dieandel,
unfortunately you are missing:
Unfortunately you are also missing:
Unfortunately you are in addition missing:
All of the above is the minimum requirement for anyone to try and help you. Please open a support ticket.
In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.
End Customers are unable to open a ticket directly with Polycom support.
If this is some sort of an Internet discounter providing your MAC address or your Polycom devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Polycom device from.
If the unit is no longer within warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail 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
Hereis it is
Hello @dieandel,
Not sure why you are using reg.1.auth.domain
Oct 7, 2011 Question: Can I register or is my Polycom Phone compatible with a “XYZ” SIP Server?
Resolution: Please check => here <=
Westcon-Comstor Americas (Canada) sold the VVX401 back in 07/01/2018 so they are your Tier 1 support.
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
Registering the sip acount with different extension number is working properly.
For example we used the following:
line 1 to ext 100@test.server1.com
line2 to 101@test2.server1.com
The problem arises if we register the phone using the same extension number:
line 1 to ext 100@test.server1.com
line2 to 100@test2.server1.com
With this set up, when we make inbound call. to second line DID it shows as if its calling line 1.
It seems that the phone is gettng confused on where to route the calls to its designated line.
Hello @dieandel,
as already explained we need to see this in support.
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
I apologise but I dont understand onwhat you meant by: "as already explained we need to see this in support."
Hello @dieandel,
You seem to have found a problem but we would need to verify this and potentially use test accounts etc.
Mar 8, 2012 Question: What kind of support should I expect from the Community?
Clarification: Please check => here <=
Please open a support ticket.
In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.
End Customers are unable to open a ticket directly with Polycom support.
If this is some sort of an Internet discounter providing your MAC address or your Polycom devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Polycom device from.
If the unit is no longer within warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail 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