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Soundpoint IP 335 ring issue - Hosted VoIP provider

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Occasional Advisor

Soundpoint IP 335 ring issue - Hosted VoIP provider

Hi Gurus,

 

I have a Soundpoint 335 IP using a SIP conection to a hosted PBX, specifically http://voip.ms. I have several softphones, Lynksys IP phones and Cisco ATAs connecting ok to this service.

 

The issue I'm having is that my Soundpoint IP 335 doesn't seem to ring.

 

It did once upon a time with an earlier software release (I didn't record what the version was, which was a bad decsion on my part). I've since upgraded to the newest software which seems to support SIP and this has not resolved the issue.

 

I'm able to make calls with no issues, but neither of the two lines I have configured will ring.

 

With an earlier version of the software a reboot of the phone would solve the issue for a short time (a day about). With the latest version this doesn't seem to work at all.

 

Any suggestions would be appreciated. I'll look to try and downgrade in the mean-time.

 

Current software version is:

UC Software Version 4.1.1.0260 BootROM Software Version

 

5.1.0.85063

 

 

 

Thanks!

Message 1 of 9
8 REPLIES 8
Occasional Advisor

Re: Soundpoint IP 335 ring issue - Hosted VoIP provider

Ah! Found the issue....

Via the Web page -> Preference -> Presense.

 

On this page uncheck both items:

During office hours show me as Away when I have been idle for this many minutes
During off hours show me as Away when I have been idle for this many minutes

 

The reboot reset the idle time, then after 15 mins, it would be set away again. Since this is a voip line, presense isn't really an option on the service I use.

 

Anyway, seems to be fixed. Not a software issue at all. Figured it was probably user error anyway. :)

Thanks!

Message 2 of 9
Polycom Employee & Community Manager

Re: Soundpoint IP 335 ring issue - Hosted VoIP provider

Hello MotoDC,

welcome to the Polycom Community.

UCS 4.1.0 and UCS 4.1.1 for SPIP / SSIP phones is for LYNC only.

 

Please downgrade to UCS 4.0.7 or earlier.

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




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 3 of 9
Occasional Advisor

Re: Soundpoint IP 335 ring issue - Hosted VoIP provider

Thanks Steffen! This may explain some fast-busy signals I'm getting too. I'll go ahead and downgrade.

 

As a side note, SIP is still a pretty common use case, I'm surprised it's not maintained to the same level as LYNC is on the newer releases.

 

None-the-less I appreciate the insight! Thanks for taking the time to post to the community!

:)
MotoDC

Message 4 of 9
Polycom Employee & Community Manager

Re: Soundpoint IP 335 ring issue - Hosted VoIP provider

Hello MotoDC,

 

  • SIP is still maintained but only in the UCS 4.0.X Builds
    The latest currenlty UCS 4.0.7 release in July 25, 2014

  • LYNC only is maintained in the UCS 4.1.0 or 4.1.1 Builds

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




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 5 of 9
Occasional Advisor

Re: Soundpoint IP 335 ring issue - Hosted VoIP provider

Thanks again Steffen,

 

I have downgraded the phone to 4.0.7, and re-configured the sip settings. I noticed that the presense options are defaulted to unchecked in this build.

 

However, I'm still experencing the same non-ring issue on the phone. i.e. after a reboot, the phone will accept calls for a short amount of time (I haven't narrowed down specifically how long), and then stop taking them.

 

The soltuion is always to reboot the phone.

 

I have checked my hosted PBX provider and the phone still shows registered ok. The logs on the phone seem to show no issues related to accepting a call.

 

I do have a little app on my Mac that interacts with the phone (i.e. dials numbers and shows caller ID). I don't have it configured 100% which accounts for the "unable to sent notification" messages.

 

Here are the phone logs:

 

0824024407|cfg |*|03|RT|Network eth0 link went down
0824024407|cfg |*|03|RT|cfgRtNetInterfaceUpdate: bfeng -- calling network status callback
0824024407|cfg |*|03|RT|cfgRtNetInterfaceUpdate: bfeng -- calling network status callback
0824024407|cfg |*|03|RT|cfgRtNetInterfaceUpdate: bfeng -- calling network status callback
0824024455|cfg |*|03|RT|Network eth0 link went up
0824024455|cfg |*|03|RT|cfgRtNetInterfaceUpdate: bfeng -- calling network status callback
0824024455|cfg |*|03|RT|cfgRtNetInterfaceUpdate: bfeng -- calling network status callback
0824024455|cfg |*|03|RT|cfgRtNetInterfaceUpdate: bfeng -- calling network status callback
0824024513|cfg |*|03|RT|cfgRtNetInterfaceUpdate: bfeng -- calling network status callback
0824024513|cfg |*|03|RT|cfgRtNetInterfaceUpdate: bfeng -- calling network status callback
0824024513|cfg |*|03|RT|cfgRtNetInterfaceUpdate: bfeng -- calling network status callback
0824024520|cfg |*|03|RT| Phone IP address is 192.168.1.79.
0824024520|cfg |*|03|RT| Subnet mask is 255.255.255.0.
0824024520|cfg |*|03|RT| Gateway address is 192.168.1.254.
0824024520|cfg |*|03|RT| DNS server is 192.168.1.254.
0824024520|cfg |*|03|RT| DNS alternate server is 75.153.176.9.
0824024520|cfg |*|03|RT| DNS domain is telus.
0824024520|cfg |*|03|RT|cfgRtNetInterfaceUpdate: bfeng -- calling network status callback
0824024520|cfg |*|03|RT|cfgRtNetInterfaceUpdate: bfeng -- calling network status callback
0824024520|cfg |*|03|RT|cfgRtNetInterfaceUpdate: bfeng -- calling network status callback
0824024520|sys |*|03|0x9587ef40 (tDhcpcStateTask): arp_check: No reply, addr not used
0824033311|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0824033312|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0824043211|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0824043212|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0824053111|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0824053112|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0824063011|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0824063012|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0824065552|copy |4|03|Configuration of URL failed
0824065552|log |4|03|UtilLogC::uploadFifoLog: upload error. protocol 0 result = 8
0824072911|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0824072911|copy |4|03|Configuration of URL failed
0824072911|log |4|03|UtilLogC::uploadFifoLog: upload error. protocol 0 result = 8
0824072912|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0824082811|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0824082812|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0824092711|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0824092712|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0824102611|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0824102612|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0824112521|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0824112532|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0824122411|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0824122412|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0824132321|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0824132332|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0824142211|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0824142212|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0824152111|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0824152112|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0824162011|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0824162012|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0824171921|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0824171932|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0824181811|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0824181812|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0824191711|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0824191712|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0824201611|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0824201612|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0824211511|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0824211512|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0824221411|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0824221412|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0824231311|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0824231312|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0825001221|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0825001232|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0825011111|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0825011112|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0825021011|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0825021012|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0825030911|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0825030912|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0825040811|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0825040812|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0825050710|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0825050711|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0825060610|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0825060611|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0825070510|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0825070511|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0825072915|copy |4|03|Configuration of URL failed
0825072915|log |4|03|UtilLogC::uploadFifoLog: upload error. protocol 0 result = 8
0825080410|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0825080411|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0825090310|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0825090311|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0825100210|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0825100211|wmgr |4|03|Unable to send notification to http://192.168.1.129:58384/polycom
0825102732|copy |4|03|Configuration of URL failed
0825102732|cfg |4|03|Web|[cfgSaProcessRequestC] Failed to download language file from provisioning server, request path Website_dictionary_language_en-us.xml
0825102732|utilm|4|03|uBLFCompressed: File /ffs0/languages/Website_dictionary_language_en-us.xml.zzz does not exist or is empty
0825102732|cfg |4|03|Web|[cfgSaProcessRequestC] Website_dictionary_language_en-us.xml Language file doesn't exist in cache
0825102732|cfg |4|03|Web|[cfgSaProcessRequestC] Website_dictionary_language_en-us.xml Language file doesn't exist in phone flash

 

Message 6 of 9
Occasional Advisor

Re: Soundpoint IP 335 ring issue - Hosted VoIP provider

I should clarify that I can make calls with no issues. 

 

When a caller does call into the phone, the line will typically just drop. A reboot will allow the call to go through once the phone registers.

Message 7 of 9
Polycom Employee & Community Manager

Re: Soundpoint IP 335 ring issue - Hosted VoIP provider

Hello MotoDC,

 

The URL your App is using is incorrect. Usually any API will use /push and not as in your example /polycom.

 

I would disable this app and then test the phone itself.

 

If you then still have issues you should work with your VoIP provider gettings some traces why the phone no longer works or raise a Polycom support ticket via your Polycom reseller.

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




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 8 of 9
Highlighted
Occasional Advisor

Re: Soundpoint IP 335 ring issue - Hosted VoIP provider

Got it! It was the "expires" time under the line config. it was default set to 3600. My voip service provided suggested 300. That did it, and makes sense. It did seem like a time out issue with the phone working for only so long.

Thanks so much for posting suggestions! I love that Polycom employees take the time to post in the community.

Also I quite like this phone. Much better than some Cisco phones I've owned!

For information, the app I'm using on my Mac is called Dialectic http://www.jonn8.com/dialectic/

It integrates really well with Polycom phones and Apple's Contacts app. (This is where the odd /Polycom comes from rather than /push).

Thanks again!
Message 9 of 9