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Polycom 501/601s MWI randomly lighting up

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Occasional Visitor

Polycom 501/601s MWI randomly lighting up

Running 3.1.3 firmware on our 501 & 601 phones because that is the latest that Fonality supports. It is the by and far the least buggy that our phones have been so far. But there is one issue that is annoying our users: when they don't have any voicemail in their inbox, MWI and the message icon randomly lights up for two minutes before stopping again.

 

Disabled the phone's voicemail and the phones are still randomly flashing once or twice during the day.

 

Fonality has no idea what to do about this since they've apparently not heard of anything like this before.

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2 REPLIES 2
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Polycom Employee & Community Manager

Re: Polycom 501/601s MWI randomly lighting up

Hello gk,

welcome to the Polycom Community.
 
You should be using the latest Firmware 3.1.7 and then get your VoIP provider to setup a wireshark trace on the phone end and log all the SIP messages.

 

The issue needs to be monitored until it appears and then the trace analyzed once a SIP notify is causing the MWI to indicate a message and then reset it again. They can work with Polycom support on this issue. Maybe there is an IP or Extension conflict and the server sends the message to the wrong phone.


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

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Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 2 of 3
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Occasional Visitor

Re: Polycom 501/601s MWI randomly lighting up

For a couple of weeks, Fonality has taken packet captures for some of the phones in question, but never saw any MWI notify that corresponded with the random flashing.

 

No IP conflict; every device has been dynamically assigned.

 

We'll try 3.1.7 today even though Fonality doesn't support it.

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