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Two lines - but only one registers

v_parthi
Occasional Visitor

Two lines - but only one registers

Hi

I recently bought a Polycom SoundPoint IP 321 that has two lines.

 

After buying, I updated the UCS to the most recent version (4.0.15.1047)

 

I have confirgured the Line 1 to use Sipgate.co.uk and Line 2 to localphone.com but the phone registers only to Line 1. If I switch to localphone.com to Line 1 and Sipgate.co.uk to line 2, Localphone registers fine. For some reason the phone considers only Line 1 only. This is similar to the reply below, but somwhat unrelated. I have anonimized the user ids with 12345 below. They both individually work with Line 1 but fail with Line 2. Any idea why?

 

The log is shown below:

1121002854|copy |4|03|Configuration of URL failed
1121002854|cfg |4|03|Prov|Uploading phoneWeb.cfg failed
1121002925|copy |4|03|Configuration of URL failed
1121002925|cfg |4|03|Web|[cfgSaProcessRequestC] Failed to download language file from provisioning server, request path Website_dictionary_language_en-gb.xml
1121002925|utilm|4|03|uBLFCompressed: File /ffs0/languages/Website_dictionary_language_en-gb.xml.zzz does not exist or is empty
1121002925|cfg |4|03|Web|[cfgSaProcessRequestC] Website_dictionary_language_en-gb.xml Language file doesn't exist in cache
1121002925|cfg |4|03|Web|[cfgSaProcessRequestC] Website_dictionary_language_en-gb.xml Language file doesn't exist in phone flash

 

https://community.polycom.com/t5/VoIP-SIP-Phones/2-lines-registered-to-different-servers-Line-2-work...

 

Config

<?xml version="1.0" encoding="UTF-8" standalone="yes"?>
<!-- Application SIP Mink 4.0.15.1047 13-Mar-20 17:25 -->
<!-- Created 21-11-2021 00:31 -->
<PHONE_CONFIG>
<!-- Note: The following parameters have been excluded from the export:
reg.1.auth.password=""
reg.2.auth.password=""
-->
<ALL
attendant.behaviors.display.spontaneousCallAppearances.normal="0"
call.callsPerLineKey="1"
device.prov.serverName.set="1"
device.prov.ztpEnabled="0"
device.prov.ztpEnabled.set="1"
device.set="1"
feature.enhancedFeatureKeys.enabled="1"
np.normal.ringing.toneVolume.chassis="-6"
softkey.feature.buddies="0"
softkey.feature.forward="0"
softkey.feature.newcall="0"
up.backlight.idleIntensity="0"
up.backlight.timeout="5"
up.oneTouchVoiceMail="1"
voIpProt.SIP.local.port="44160"
attendant.resourceList.1.address="101"
attendant.resourceList.2.address="102"
attendant.resourceList.3.address="103"
attendant.resourceList.4.address="104"
attendant.resourceList.5.address="105"
attendant.resourceList.6.address="106"
attendant.resourceList.7.address="107"
attendant.resourceList.8.address="108"
attendant.resourceList.9.address="109"
attendant.resourceList.10.address="110"
attendant.resourceList.1.label="-"
attendant.resourceList.2.label="-"
attendant.resourceList.3.label="-"
attendant.resourceList.4.label="-"
attendant.resourceList.5.label="-"
attendant.resourceList.6.label="-"
attendant.resourceList.7.label="-"
attendant.resourceList.8.label="-"
attendant.resourceList.9.label="-"
attendant.resourceList.10.label="-"
attendant.resourceList.1.type="normal"
attendant.resourceList.2.type="normal"
attendant.resourceList.3.type="normal"
attendant.resourceList.4.type="normal"
attendant.resourceList.5.type="normal"
attendant.resourceList.6.type="normal"
attendant.resourceList.7.type="normal"
attendant.resourceList.8.type="normal"
attendant.resourceList.9.type="normal"
attendant.resourceList.10.type="normal"
msg.mwi.1.callBack="*98100"
msg.mwi.1.callBackMode="contact"
msg.mwi.1.subscribe="100"
reg.1.address="6789"
reg.2.address="12345@localphone.com"
reg.1.auth.userId="6789"
reg.2.auth.userId="12345"
reg.1.callsPerLineKey="1"
reg.2.callsPerLineKey="1"
reg.1.displayName="Sipgate"
reg.2.displayName="Localphone"
reg.1.label="sipgate"
reg.2.label="localphone"
reg.1.lineKeys="2"
reg.2.lineKeys="2"
reg.1.outboundProxy.transport="TCPpreferred"
reg.1.ringType="ringer2"
reg.2.ringType="ringer2"
reg.1.thirdPartyName="Localphone"
reg.2.thirdPartyName="locaphone"
se.pat.misc.messageWaiting.inst.1.value="0"
se.pat.misc.messageWaiting.inst.2.value="0"
se.pat.misc.messageWaiting.inst.3.value="0"
softkey.1.action="*98100$Tinvite$$Cwaitconnect$$Cpause2$1234#$Tdtmf$"
softkey.2.action="140$Trefer$"
softkey.3.action="*78$Tinvite$"
softkey.4.action="$FDirectories$"
softkey.5.action="*78$Tinvite$"
softkey.6.action="150$Trefer$"
softkey.7.action="160$Trefer$"
softkey.1.enable="1"
softkey.2.enable="1"
softkey.3.enable="1"
softkey.4.enable="1"
softkey.5.enable="1"
softkey.6.enable="1"
softkey.7.enable="1"
softkey.5.insert="3"
softkey.6.insert="5"
softkey.7.insert="6"
softkey.1.label="Voicemail"
softkey.2.label="Xfer x. 140"
softkey.3.label="Pickup"
softkey.4.label="Directory"
softkey.5.label="Pickup"
softkey.6.label="Xfer x. 150"
softkey.7.label="Xfer x. 160"
softkey.3.use.active="1"
softkey.4.use.active="1"
softkey.6.use.active="1"
softkey.7.use.active="1"
softkey.3.use.dialtone="1"
softkey.3.use.hold="1"
softkey.4.use.hold="1"
softkey.1.use.idle="1"
softkey.2.use.idle="1"
softkey.4.use.idle="1"
softkey.5.use.idle="1"
voIpProt.server.2.address="sipgate.co.uk"
voIpProt.server.1.expires.lineSeize="45"
voIpProt.server.2.port="5060"
voIpProt.server.1.transport="TCPpreferred"
voIpProt.server.2.transport="UDPOnly"
reg.1.server.1.address="sipgate.co.uk"
reg.2.server.1.address="localphone.com"
reg.2.server.1.expires.lineSeize="40"
reg.1.server.1.port="5060"
reg.2.server.1.port="5060"
reg.1.server.1.retryTimeOut="30"
reg.1.server.1.transport="UDPOnly"
reg.2.server.1.transport="UDPOnly"
reg.2.server.2.transport="TCPpreferred"
/>
</PHONE_CONFIG>
Message 1 of 6
5 REPLIES 5
SteffenBaierUK
Polycom Employee & Community Manager

Re: Two lines - but only one registers

Hello @v_parthi ,


Welcome to the Poly Community.

 

First of all the Poly SoundStation IP range is end of sale since Mid 2016.

 

For your reported issue, you are mixing some global parameters so I suggest you simply check here:

 

Oct 7, 2011 Question: Can I register or is my Polycom Phone compatible with a “XYZ” SIP Server?

Resolution: Please check => here <=

 

The above explains in detail how to set up 2 or more lines on a Poly phone. You do not need to specify the port as an example as the device uses 5060 as a standard. Only settings that are not standard need to be changed.

 

Keep it simple to start with and if this fails use the FAQ to guide you on troubleshooting the issue:

 

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

----------------
The title Poly 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 6
SteffenBaierUK
Polycom Employee & Community Manager

Re: Two lines - but only one registers

Hello @v_parthi ,

 

Any luck with this?

Best Regards

Steffen Baier

 

----------------
The title Poly 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 3 of 6
v_parthi
Occasional Visitor

Re: Two lines - but only one registers

Steffan

 

Thanks for the help, much appreciated.

 

I have not yet solved the issue. I have two providers and the issue is that each provider's settings are simple and work absolutely fine when they are configured in Line 1. But, when the config is in Line 2, they do not work.

 

Separately, the phone's screen shows Line 1's 'Label' for both Lines and ignores the Line 2's label. If I understand correctly, the software ignores one of the Line 2's config (probably server address or login details) and mixes Line 1's config for Line 2.

 

Could this be due to the firmware update? I wonder how to get back to a previous firmware.

 

Message 4 of 6
SteffenBaierUK
Polycom Employee & Community Manager

Re: Two lines - but only one registers

Hello @v_parthi ,

 

these are basic features and should work with a simple configuration. You are using a too complex configuration and mixing configuration values that disable features or apply them to the wrong line. Simply use the example FAQ post to configure only the shown basic configuration and you should be fine.

 

The FAQ also covers software updates and downgrades so all is answered.

 

Best Regards

Steffen Baier

 

----------------
The title Poly 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 5 of 6
omniterm
Occasional Visitor

Re: Two lines - but only one registers

Looking over your config several tags are repeated with different settings. I would clear out your config and start with a basic config as suggested to see if you can get both lines to register. 

Here is a basic config I built using your settings above., replace the Address, Auth ID, Auth Password with the correct settings. If you do not need an outbound proxy then you can delete both of the outbound proxy lines for the line. 

 

The Address line should not include the domain and should only be the user ID (Also called Lineport) 

<?xml version="1.0" encoding="UTF-8" standalone="yes"?>
<!--Configuration built: Somewhere in Alaska-->
<!--Template: Basic-->
<phoneConfig>
<!--Line1 Config-->
reg.1.address="6789"
reg.1.auth.userId="6789"
reg.1.auth.password="Password"
reg.1.label="Sipgate"
reg.1.type="private"
reg.1.server.1.address="sipgate.co.uk"
reg.1.server.1.transport="UDPOnly"
reg.1.outboundProxy.address="sipgate.co.uk"
reg.1.outboundProxy.transport="UDPOnly"
reg.1.server.1.expires="300"
<!--Line2 Config-->
reg.2.address="12345"
reg.2.displayName="Localphone"
reg.2.type="private"
reg.2.auth.userId="12345"
reg.2.auth.password="Password"
reg.2.server.1.address="localphone.com"
reg.2.server.1.transport="UDPOnly"
reg.2.outboundProxy.address="localphone.com"
reg.2.outboundProxy.transport="UDPOnly"
reg.2.server.1.expires="300"
</phoneConfig>

 

I recommend you do not add any other settings yet as this is to see if you can get both lines to register. If this works you can start adding the other lines from your config but do not include any lines for registration. Also make sure there is no duplicate lines as this can cause issues.

Message 6 of 6