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Problem with Ending calls

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Occasional Contributor

Problem with Ending calls

Hello everyone,

I have a issue with Polycom Trio 8500 and 8800. I've registered it in CUCM successfully. I can access them via HTTPS.

But when I'm in a call from external number and I try to end it I have to press three times the red button to end the call. The same thing doesn't happened with internal calls - they end after I press the red button from first time.

Any ideas what and where could be the problem?

The Software Version is 5.8.0.15024. I've tried and another software versions, but the problem is still there.

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

Re: Problem with Ending calls

Hello @Petar St. ,

 

Welcome to the Poly Community.Usually, we ask for this:

Both the communities Must Read First and the FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup. Please rename into .TXT or Zip the file to attach.
Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package

  • If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
  • If possible provide the MAC Address or Serial of the device
  • Provide details for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details
  • For questions around Support please check here

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Poly to have an overview of the current software used. In addition, providing all details at the same time allow us to check logs or look up potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.


Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up posts.

 

Jul 17, 2014 Question:Can I deploy Polycom® SoundStation® IP Conference Phones with Cisco® Unified Communications Manager (CUCM)?

Resolution: Please check => here <=

 

and

 

Oct 7, 2011 Question: Can I register or is my Polycom Phone compatible with a “XYZ” SIP Server?

Resolution: Please check => here <=

 

I suggest you ensure you followed the above. The next step would be using a currently supported software like UC Software 5.9.2 and if this still fails to share some logs with the community and a backup.

 

If you cannot do this the next step would be a ticket.


In order to raise a support ticket, you need to work with your Poly reseller as they may need to do this for you.

End Customers are usually unable to open a ticket directly with Poly support. Available End User Poly services offerings are detailed here

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.

 

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

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

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
Highlighted
Occasional Contributor

Re: Problem with Ending calls

The logs from the PollyTrio are those:

 

0405|clist|4|00|dbCfg::getServerDir:Unknown dbCfg type
0210150405|clist|4|00|dbCfg::getServerDir:Unknown dbCfg type
0210150405|so |4|00|soToneParseWaveHeaderFromFile: Could not read data 0 length 512 out of 4096.
0210150405|res |5|00|[ResFinderC]: resErase - Action Incomplete.
0210150407|so |4|00|soToneParseWaveHeaderFromFile: Could not read data 0 length 512 out of 4096.
0210150407|res |5|00|[ResFinderC]: resErase - Action Incomplete.
0210150407|clist|4|00|dbCfg::getServerDir:Unknown dbCfg type
0210150407|clist|4|00|dbCfg::getServerDir:Unknown dbCfg type
0210150408|so |4|00|soToneParseWaveHeaderFromFile: Could not read data 0 length 512 out of 4096.
0210150408|res |5|00|[ResFinderC]: resErase - Action Incomplete.
0210150408|clist|4|00|dbCfg::getServerDir:Unknown dbCfg type
0210150408|clist|4|00|dbCfg::getServerDir:Unknown dbCfg type
Message 3 of 4
Polycom Employee & Community Manager

Re: Problem with Ending calls

Hello @Petar St. 

 

the log shows nothing.

 

From our FAQ:

 

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

Resolution: Please check => here <=

 

You did not attach a backup so we can verify the configuration. This backup also contains the MAc address of the phone so we can suggest who to contact for support.

 

Best Regards

 

Steffen Baier

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

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