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Soundstation IP 5000 Hangs Up When Trying to Answer Calls

Occasional Visitor

Soundstation IP 5000 Hangs Up When Trying to Answer Calls

Hi everyone, we have a Soundstation IP 5000 conference phone that I can't figure out how to get working properly. Hoping maybe someone can give me a nudge in the right direction.


It registers with our NEC system fine. It can make outbound calls fine but when I try to call it from an internal line (haven't tried external yet) it rings and when I hit answer it hangs up instantly and just goes back to its standard display and says '1 new missed call' in the top right.


The phone I try calling from then displays a 'SIP Out of Range' message after a few more rings.


Any quick tips? I tried viewing the log file of this phone via the web interface but it is probably running an older firmware and didn't have any visible way to view the logs.


Thanks for any help you can provide.

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Polycom Employee & Community Manager

Re: Soundstation IP 5000 Hangs Up When Trying to Answer Calls

Hello mikec7,

welcome to the Polycom Community.

It is always useful to include the currently used SIP Software version as issues experienced may already be addressed in a newer release.

This also allows yourself and others to check against current software release notes.

The above is also stated in the "Read First: Welcome to the Polycom VoIP Forum"

Therefore the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP or UC Software Version Version of my Phone?
Resolution: Please check here


The FAQ also explains how you upgrade your Phone and in addition how you can troubleshoot VoIP related issues.


You should request support from NEC as they would have done the relevant interoperability testing to declare our SoundStation compatible with their SIP Switch and in addition what configuration on both ends would be required. 

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. All posts and words are my own & do not represent the views of Employer.


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