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Retrieve voice issue

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Advisor

Retrieve voice issue

I bought a branch new soundpoint IP 335 phone today.  I manually provisioned the phone and registered it onto my elastix 2.4 server. The phone seems to be working just fine except for retrieving the vmsg.   

The server vmsg is enable (by default) and the code to access the vmsg is "*97".  I can retrieve my vmsg on using my other old phones.  When I tired to do the same on this new phone, it converts the "*9" to a dial-tone instead.  I'm unable to retrieve my vmsg on this new phone.  How do I disable this "9" function?

 

K.

Message 1 of 11
1 ACCEPTED SOLUTION

Accepted Solutions
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Polycom Employee & Community Manager

Re: Retrieve voice issue

Hello kyiu@yius.ca

every change or troubleshooting step can be done via the Web Interface and all the proposed FAQ's include screenshots.

 

If you are unable to follow these you will need to open a support ticket.


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

 

In case this is some sort of an Internet discounter please post your phone's MAC address so I can look up who would be able to support you.

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

View solution in original post

Message 7 of 11
10 REPLIES 10
Highlighted
Advisor

Re: Retrieve voice issue

BTW the digitmap on this soundpoint ip 335 is:  

[2-9]11|0T|011xxx.T|[0-1][2-9]xxxxxxxxx|[2-9]xxxxxxxxx|[2-9]xxxT|**x.T

 

K.

Message 2 of 11
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Polycom Employee & Community Manager

Re: Retrieve voice issue

kyiu@yius.ca

Most of your posts => here <= have not yet marked if they solved your issue so your attention should be in providing feedback on this before posting new questions.


Again 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 "Read First"

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

 

And again the community's VoIP FAQ contains this post here:

 

Dec 13, 2013 Question: How can I change / define the number my phone calls to retrieve a voice mail message?

Resolution: Please check => here <=


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


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 3 of 11
Highlighted
Advisor

Re: Retrieve voice issue

Here is the phone app version 4,0.7.2514, Updater:5.0.7.1284

 

K.

Message 4 of 11
Highlighted
Polycom Employee & Community Manager

Re: Retrieve voice issue


@SteffenBaierUK wrote:

kyiu@yius.ca
 

And again the community's VoIP FAQ contains this post here:

 

Dec 13, 2013 Question: How can I change / define the number my phone calls to retrieve a voice mail message?

Resolution: Please check => here <=


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




Hello kyiu@yius.ca

 

I already provided you with the above which explains how to set this up.

 

In addition the FAQ also contains a post on how the Digitmap works and how to troubleshoot this.

 

And the Software Version you are using is no longer supported as you should be running UC Software 4.0.11 or at least 4.0.10

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 5 of 11
Highlighted
Advisor

Re: Retrieve voice issue

I'm sorry, I'm new to VOIP.  My skill level is still at the web configuration level.  Your solution is telling me to edit some XML code.  Can you tell where to find the XML file to be edited.  Can I make the same change from the web interface?

 

K,

Message 6 of 11
Highlighted
Polycom Employee & Community Manager

Re: Retrieve voice issue

Hello kyiu@yius.ca

every change or troubleshooting step can be done via the Web Interface and all the proposed FAQ's include screenshots.

 

If you are unable to follow these you will need to open a support ticket.


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

 

In case this is some sort of an Internet discounter please post your phone's MAC address so I can look up who would be able to support you.

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

View solution in original post

Message 7 of 11
Highlighted
Advisor

Re: Retrieve voice issue

I called my supplier for support.  They basically they said I needed to buy a Polycom provisioning server such as a 3CX server to make the XML changes.  It can't be done manually via the web server.  

 

K.

Message 8 of 11
Highlighted
Polycom Employee & Community Manager

Re: Retrieve voice issue

Hello kyiu@yius.ca,

just like in this post => here <= I hope my answer to you is the last one in this topic.

 

Please understand that as a voluntary moderator in this community I spend a vast amount of my spare time during or outside of my working business hours and in addition weekends and bank holidays and even holidays writing up FAQ's and answering users.

 

It becomes therefore very frustrating that even after multiple replies with exact guidance that these are ignored and the same question is being asked again.

 

Please have a look at my final reply in this post:

 

  1. I already explained in another post how to setup a Provisioning Server. This is free and no 3CX (which is free anyway) or any other SIP server needs to be installed

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

  2. Oct 7, 2011 Question: Do I always need a Provisioning Server or can I configure a Phone via the Web Interface or via the Phone Gui?
    Resolution: Please check => here <=

  3. Mar 08, 2013 Question: Where can I download configuration files from or create these myself?

    Resolution: Please check => here <=

It seems your supplier is some sort of an Internet discounter so please post your phone's MAC address so I can look up who would be able to support you.

 

Actions for you:

 

  1. Use and Read the FAQ posts
  2. Setup a local FTP server as explained in the FAQ
    YOU DO NOT NEED 3CX OR SIMILAR, Simply read the FAQ
  3. Update your Phone to a supported Version following the FAQ
    YOU DO NOT NEED 3CX OR SIMILAR, Simply read the FAQ or use the Web Interface
  4. Change the Voicemail code following the FAQ.
    YOU DO NOT NEED 3CX OR SIMILAR, Simply read the FAQ and use the Web Interface
  5. If the Voicemail code still fails use the Digitmap FAQ

 

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 9 of 11
Highlighted
Advisor

Re: Retrieve voice issue

I appreciate the support you're giving me.  I'm not trying to become a big time VOIP provider.  I just wanted to get in to the technology for my personal interest.  Anyway here is my phone MAC: 0004f2c9f287

Message 10 of 11