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Soundstation 6000 not able to make calls

Occasional Contributor

Soundstation 6000 not able to make calls

Hi all,


I have what I think a strange situation. I have two locations each location with a SoundStation IP 6000 on each location


1)     The SoundStation IP 6000 at "Location 1" is able to make and receive calls with no problem.


2)     The SoundStation IP 6000 from "Location 2" is able to make and receive calls with no problem at "Location 2"


3)     Either SoundStation IP 6000 phones  is not able to make calls but they are able to receive calls "Location 2".


4)     Other VoIP Phone work at "Location 2" – only the SoundStation IP 6000  is not able to place calls.


If I connect the phones outside the network they both work fine are "Location 2".


BTW: the phones are been connected to the same PBX "3CX" using the same provisioning (MAC Address). the only deference is the network where they are connected.


Any help is greatly appreciated.



Message 1 of 2
Polycom Employee & Community Manager

Re: Soundstation 6000 not able to make calls

Hello Rudy,


again the FAQ should be consulted as it contains:


Oct 7, 2011 Question: How can I check out the Registration Status of my Phone?
Resolution: Please check => here <=


Usually if you are unable to make or receive a call the phone is most likely simply not registered. The Icon for the line will show this as an easy identification.


Additional troubleshooting would involve wireshark.


This is also explained in the FAQ.


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 2