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Polycom SoundStation IP 6000 Not Receiving Inbound Calls

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Occasional Visitor

Polycom SoundStation IP 6000 Not Receiving Inbound Calls

We have recently setup this phone as a conference phone. We have been experiencing issues where the phone can't receive any inbound phone calls until a outbound call is made first. Not sure if there is some type of sleep or idle feature that is taking place. For troubleshooting steps taken so far, we have verified all ports have been opened on the firewalls to allow the device to communicate.  What is odd is that the phone appears normal even when not accepting phone calls. Any suggestions to resolve this issue would be greatly appreciated.

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

Re: Polycom SoundStation IP 6000 Not Receiving Inbound Calls

Hello ,

welcome to the Polycom Community.

It is always useful to include the currently used SIP or UC Software version as issues experienced or a question asked may already be addressed in a newer release.

This also allows yourself and others to check against current software release notes, Administrator Guides or FAQ post’s.

The above is also stated in the "Must Read First" and is the absolute minimum requirement every new post should include. .

In addition providing us with this basic information gives Polycom an idea what Software Versions are used in the field and avoids wasting time trying to troubleshoot issues which have already been addressed.

Therefore the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP or UC Software Version of my Phone?
Resolution: Please check 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

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The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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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 4
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Occasional Visitor

Re: Polycom SoundStation IP 6000 Not Receiving Inbound Calls

Sorry for the late reply, here is the version

 

Phone Information
Phone Model SoundStation IP 6000
Part Number 3111-15600-001 Rev:W
UC Software Version 4.0.8.1972
BootROM Software Version 5.0.8.0935

Message 3 of 4
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Polycom Employee & Community Manager

Re: Polycom SoundStation IP 6000 Not Receiving Inbound Calls

Hello @Kendall,

The latest supported software at present is UC Software 4.0.14

The community's VoIP FAQ contains this post here:

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

 

and

 

Jun 08, 2017 Question: Is there a special process that needs to be followed upgrading an SoundStation IP6000 or IP7000?

Resolution: Please check => here <=

 

If this still fails here are some troubleshooting steps:

 

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

Resolution: Please check => 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

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

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 4 of 4