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Soundstation 7000 unable to make outbound call

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Occasional Visitor

Soundstation 7000 unable to make outbound call

I have a Polycom IP 7000 that I'm unable to make outbound calls from.

The phone will registered correctly and can accept inbound calls with two-way audio but I'm unable to process outbound calls.

I can see the INVITE being sent to my SBC, the 407 challenge back, the phone then sends the ACK but never sends the next INVITE w/response.

 

I believe it's related to the total length in characters that the domain is.  The problem is that I cannot change the domain length and the server this needs to function with is 38 characters.

 

I can pass outbound calls when using another server with a 23 and 25 character long domain addresses (sip server I'm registering to).

I cannot pass outbound calls when using another server with a 36, 38, and 41 character long domains.

 

Troubleshooting done thusfar.

 

Changed SIP server domain phone is registering to

Changed SIP user used for registration

Changed SIP password used for registration

 

Firmwares tested:

3.3.5

4.0.1

4.0.4

4.0.11 Rev K  (The latest available for the 7000)

 

SBC's tested:

Kamailio 4.3.1

Kamailio 4.4.4

 

I'm pretty stuck on this, been fighting with this phone all day.  Any ideas?

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

Re: Soundstation 7000 unable to make outbound call

Hello dbrand,

welcome to the Polycom Community.

The next step is to raise this as 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.

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom 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

Polycom Global Services

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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 4
Highlighted
Occasional Visitor

Re: Soundstation 7000 unable to make outbound call

Device MAC: 0004f2f9b27d

Message 3 of 4
Highlighted
Polycom Employee & Community Manager

Re: Soundstation 7000 unable to make outbound call

Hello dbrand,

The unit was sold via SCANSOURCE COMMUNICATIONS back in 15/09/2015 so you can work with them on a PPI / Pay Per incident as it is classed out of warranty.

 

You can also utilize the FAQ as an example here:

 

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

Resolution: Please check => here <=

 

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 4 of 4