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Phone sends wrong forwarding number upstream, it's own extension

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Occasional Contributor

Phone sends wrong forwarding number upstream, it's own extension

3 months ago, a few of our clients with TW telcom stopped being able to forward their polycoms. After much effort, the TW techs say that the phone is sending it's own extension upstream, example "334".

 

* note, manual forward through the server without phone works perfectly.

 

This happened suddenly, and they have no idea how to resolve it.

 

 

Questions:

 

1) What is causing this?

 

2) How to get it resolved?

 

 

 

Message 1 of 4
3 REPLIES 3
Polycom Employee & Community Manager

Re: Phone sends wrong forwarding number upstream, it's own extension

Hello nosorp,

welcome to the Polycom Community.

a good starting point is always:

 

  • What Software version are you running?

  • In addition have any changes been made before this issue started?

  • Has a wireshark trace been taken and analyzed by the provider?

 

I would suggest you gather all the relevant data and escalate this via your Polycom reseller.

 

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




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 2 of 4
Occasional Contributor

Re: Phone sends wrong forwarding number upstream, it's own extension

1) We are the reseller.

 

2) I came here looking for "check this setting"

Message 3 of 4
Polycom Employee & Community Manager

Re: Phone sends wrong forwarding number upstream, it's own extension

Hello nosorp,

you still have not provided any of the relevant information.

 

The only reason I could think of that would make the phone send it's own number is for the voicemail.

 

Can you explain a bit more in detail how they setup a call forward?

The community's VoIP => FAQ <= contains this post here:

 

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

Resolution: Please check => here <=


Above post shows in detail how to use the phone's logs to check this locally so your customer could verify that with their provider.


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




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 4 of 4