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Trio 8800 - Port Swapping

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Occasional Visitor

Trio 8800 - Port Swapping

I am currently manually provisioning a Trio 8800 via the web UI to work with my PBX. I have done multiple SIP v3 and SIP v4 phone without issues on the exact same network. With the Trio 8800, I am experincing port swapping around every 5 minutes. Note that none of the other polycom phones do that. So when the PBX has the correct port information it will make the call, but then at around 4-5 minutes when a call comes in, we are unable to reach the phone untill it's keep alive sends us the new port number.

 

Any ideas on what settings might cause this? Thank you!

Message 1 of 10
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Occasional Visitor

Re: Trio 8800 - Port Swapping

Ok, figured it out after mucking around in a v4 IP 5000. It looks like the NAT Keep Alive on the v5.4 Trio 8800 by default was set to 0 where on V4 phones it was set to 30. Changed it to 30 on the Trio 8800and now it is keeping the port number steady and behaving correctly.

View solution in original post

Message 9 of 10
9 REPLIES 9
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Polycom Employee & Community Manager

Re: Trio 8800 - Port Swapping

Hello Atomichurdle,

welcome to the Polycom Community.

It is always useful to include the currently used UC 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 UC Software Version or the BootROM Version of my Phone?
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

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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.

----------------

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 10
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Occasional Visitor

Re: Trio 8800 - Port Swapping

Sorry for not including that eariler. Right now I am using UC 5.4.12856 (latest available from Polycom). I had the port swapping issue with the initial firmware release. Updated the firmware, factory reset the phone and then reprogramed the phone and still getting the port swapping.

Message 3 of 10
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Polycom Employee & Community Manager

Re: Trio 8800 - Port Swapping

Hello Atomichurdle,

I am still not sure what you mean by port swapping. Is this something to do with the port 5060 for signalling or the SDP negotiated port?

 

Pleae provide some details so we can find out if this requires escalation to our Support Team. In addition please specify if this is used with LYNC or simple a SIP server.

 

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 10
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Occasional Visitor

Re: Trio 8800 - Port Swapping

We are using a simple SIP server. When the VoIP phone registers with us, it provides a negoitated port to provide traffic to. This port changes every 5 minutes regardless of what the keep alive is set to. For example, upon initial registration it provides port 7102 exipres 8:24:58, sent on 8:19:58. On the next keep alive it gives us port 26483 expires 8:28:58 sent 8:23:58. We need the negotiated port to stay static so we can consistently send traffic to the phone. If it is changing ports, there will be periods of time where the call will not be routed because the phone has changed ports but we have not been informed of it.

Message 5 of 10
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Polycom Employee & Community Manager

Re: Trio 8800 - Port Swapping

Hello Atomichurdle,

I have not seen such case yet in support but as this is a relative new product we need to get this raised with our Support Team.

 

Please provide the MAC Address of the phone so I can look up the relevant reseller who will be able to raise this for you with Polycom support.

 

Mar 8, 2012 Question: What kind of support should I expect from the Community?
Clarification: Please check => here <=

 

The above explains why we need to do this that way.

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 6 of 10
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Occasional Visitor

Re: Trio 8800 - Port Swapping

MAC Address 0004F2FCCDA9

Message 7 of 10
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Polycom Employee & Community Manager

Re: Trio 8800 - Port Swapping

Hello Atomichurdle,

NextUSA sold this unit back on 29/12/2015 and are your first level support contact. They can open a support ticket for you with Polycom support.

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 8 of 10
Highlighted
Occasional Visitor

Re: Trio 8800 - Port Swapping

Ok, figured it out after mucking around in a v4 IP 5000. It looks like the NAT Keep Alive on the v5.4 Trio 8800 by default was set to 0 where on V4 phones it was set to 30. Changed it to 30 on the Trio 8800and now it is keeping the port number steady and behaving correctly.

View solution in original post

Message 9 of 10
Highlighted
Polycom Employee & Community Manager

Re: Trio 8800 - Port Swapping

Hello Atomichurdle,

welcome back to the Polycom Community.

Are you talking about the nat.keepalive.interval parameter?

 

I just checked a Trio, a VVX410 (5.4.2) and a SPIP450 (4.0.9) and all of them are 0.


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 10 of 10