I have been having an issue where I only receive some of my incoming calls. I am not sure why certain calls are not being received. When I check the call log of my VoIP provider, the incoming calls are shown there but they never actually rang my Polycom telephone or showed as a received or missed call on my Polycom telephone. I don't understand why this is only with certain calls. I have strict user validation turned on to stop phantom calls and it did work regarding that. I don't think that is the reason why I am missing some of my calls. I do have a router that the telephones are behind but SIP ALG has been turned off. Both of my Polycom IP telephone are running the newest software version: 126.96.36.19971. Are there any settings I need to check/configure on my end regarding this issue? DND and call forwarding are turned off both on the telephones and on the server side settings. I must reiterate that this is just some incoming calls and not all incoming calls. The incoming calls are a mix of 800 type numbers and standard format numbers.
im having the exact same thing on my phones (2 VVX410's). same software version, same settings, changed 3 different routers. most of the time both phones ring. occasionally only one phone will ring, and a few times no ringing but calls came in on provider side.
New version issues?
Are you able to get a packet capture of good and bad calls coming to/thru your router? Wireshark might give some clues as to what is going on.
This may very well be a new software version issue. I also have a VVX410. I also have a VVX600 that is connected to the same server that gives me the same issues and they both have the same software version running. Both phones ring simultaneously when I receive a call, but I do think I just had the issue where one rang but the other didn't. In the past software versions, they both always rang and I received all calls with no issue. I started to believe that this was because of SIP ALG being turned off, but I was advised not to turn it on. The router firmware is most likely not the issue since I didn't have this problem before and you have tried three different routers. Strict user validation should not having anything to do with it since it stops port scanning tool type calls. Additionally, the calls showing on the provider side make it seem like this is an issue wiht the telephone software itself.
What kind of server are the phones registered to? Does the server have log files showing the calls?
welcome to the Polycom Community.
If you can downgrade and the issue no longer happens gather all the usual logs and escalate this into support.
In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.
If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom device from.
Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.
Polycom Global Services
i smell a passing of the buck coming on.
just downgraded one phone down one step to 15937Q. will report back on how it performs.
Careful, there are no 'bucks' coming into play here. This is a PUBLIC, FREE forum. If your paid-subscription support channel passes your 'buck' then you might have a beef. Let's just share info respectfully here.
welcome back to the Polycom Community.
The community's VoIP FAQ contains this post here:
Mar 8, 2012 Question: What kind of support should I expect from the Community?
Clarification: Please check => here <=
The above FAQ post explains everything.
Polycom Global Services