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Polycom phone cannot answer call

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Advisor

Polycom phone cannot answer call

Server: Asterisk 1.8

Phone: Polycom 331 firmware 3.3.4

 

This install has been running perfectly for months.  This past Monday this problem started happening:

Randomly, when Asterisk sends an INVITE to a Polycom, it will not be able to answer the call

 

Attached is a packet dump from during the problem.

 

And this is completely random.  Sometimes you can call this same phone and it can answer the call, other times it cant.. (and the result is in the packet dump)

 

Any and all help greatly appreciated!

 

The attachment is really a plain text file, so rename it to .txt after downloading.  (For some reason you can't upload txt files!)

 

Message 1 of 5
4 REPLIES 4
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Polycom Employee & Community Manager

Re: Polycom phone cannot answer call

Hello Mark,

 

only had a quick look at this as we do not provide free support via the Polycom community but your SIP server or network is not sending back the ACK required for a SIP Basic Call Flow as outlined => here <=

 

I would suggest you investigate this within your network or server as this is not a phone issue.

 

Best Regards

 

Steffen Baier

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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 5
Highlighted
Advisor

Re: Polycom phone cannot answer call

Thanks for the reply!

 

Yes... I am aware that the ACK is missing.  But it seems very strange that it wouldn't be a phone issue, because it seems the only packet that does not get received by the server is the ACK.

 

Message 3 of 5
Highlighted
Polycom Employee & Community Manager

Re: Polycom phone cannot answer call

Hello Mark,

 

the server sends the ACK and not the other way round. Look at your own trace, the phone keeps re-sending the 200 OK to the server but the server never replies.

 

Without the ACK no call will be established.

 

Best Regards

 

Steffen Baier

----------------
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 5
Highlighted
Advisor

Re: Polycom phone cannot answer call

Thanks!  I know where to start looking now.

Message 5 of 5