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Polycom ip6000 cannot make external calls

Pcom12345
Occasional Visitor

Polycom ip6000 cannot make external calls

We have a IP6000 phone on a Digium Switchvox system. We can make calls internally extension to extension but we cannot dial outside lines. We have tested using the same extension on a different phone and that phone can dial internally and externally. I have worked with our Switchvox support team and they do not see any issues with the settings so they are saying there is an issue with the phone itself.

 

During a packet capture we can see it sending the invite, getting the 401 unauthorized but nothing after that. I have attached a comparison between the phone with issues 192.168.5.104 to a working phone 192.168.5.3.

 

Any ideas?

 

 

3 REPLIES 3
SteffenBaierUK
Polycom Employee & Community Manager

Re: Polycom ip6000 cannot make external calls

Hello Pcom12345,

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

----------------
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. All posts and words are my own & do not represent the views of Employer.

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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
Pcom12345
Occasional Visitor

Re: Polycom ip6000 cannot make external calls

Phone Information

Phone Model SoundStation IP 6000

Part Number 3111-15600-001 Rev. B    

SIP Software Version 3.3.2.0413

BootROM Software Version 4.3.1.0440



Message 3 of 4
SteffenBaierUK
Polycom Employee & Community Manager

Re: Polycom ip6000 cannot make external calls

Hello @Pcom12345,

this is not a currently supported software so please update to something current.


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 <=

 

The above contains specific instructions for the SSIP6000 and the software to be used is UC Software 4.0.13


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. All posts and words are my own & do not represent the views of Employer.

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

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