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Unable to answer queue calls

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Frequent Visitor

Unable to answer queue calls

We are using Polycom 321s and 331s, SIP software 3.3.2, and Asterisk 1.4.

Occasionally, when a queue call comes in, the phones ring, but when an agent goes to pick up the call, nothing happens when they lift the handset. The phone continues to ring, and the soft keys on the phone don’t respond to key presses.

I believe DND is disabled and Call Waiting is enabled on the phones.

 

Is there anyone else who has experienced this behavior and/or knows what could be causing it?

 

Message 1 of 6
5 REPLIES 5
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Polycom Employee & Community Manager

Re: Unable to answer queue calls

Hello Kouri,

 

welcome to the Polycom Community.

 

Has this setup ever worked before or you have you recently upgraded to UCS 3.3.2?

 

If you have recently upgraded from SIP 3.2.x to UCS 3.3.x do you still use the original sip.cfg and phone1.cfg?

 

If yes, you should check the Support page for the cfcUtility to convert the "old" files and if you still find the above reported issue  via your Polycom Reseller if the units are still within warranty or work with Polycom Support via PPI (Pay Per Incident). 

 

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 6
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Frequent Visitor

Re: Unable to answer queue calls

Steffen, thanks for your reply. Yes we were using UCS 3.2.2 previously and recently upgraded to 3.3.2, but we are not using the original sip.cfg and phone1.cfg.

I do have some custom configuration files for 3.3.2, however, which include some legacy configuration parameters.

On the phone, if I go to Menu->Status->Platform->Configuration I see the following:

 

Boot Server:

http://192.168.25.10/polycom

Boot Srv Type: HTTP

Config: custom.cfg, common.cfg   <-- these are the custom files I created.

Web:

-Params Accepted: 0

Local

-Params Accepted: 0

Configuration Files:

-File: 0004f2xxxxxx/custom.cfg

- Errors Found: 8

- Duplicates Found: 30

- Params Accepted: 30

-File: common.cfg

- Errors Found: 14

- Duplicates Found: 9

- Params Accepted: 17

 

Could the errors in the configuration files be causing these issues? I've attached them to this post. Note that some of the parameters in custom.cfg file get modified by a script before the phone downloads it.

Is there any way I could figure out what those errors are or have someone take a look at them?

Message 3 of 6
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Polycom Employee & Community Manager

Re: Unable to answer queue calls

Hello Kouri,

 

as advised please use the cfcUtility from => here <=

 

Above is a Dos based command line tool that removes all old Parameters and/or replaces them with the correct Values for UCS 3.3.0

 

The Members of the Polycom Community are invited to participate in troubleshooting issues.

 

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 6
Highlighted
Frequent Visitor

Re: Unable to answer queue calls

Steffen, I used the utility and corrected the configuration files so that there were no errors, however, the phones are still locking up occasionally. Do you have any other ideas?

Message 5 of 6
Highlighted
Polycom Employee & Community Manager

Re: Unable to answer queue calls

Hello Kouri,

 

thanks for getting back with the information that you now have corrected the Values using the cfcUtility.

 

You could try and use the memShow and other commands as mentioned in the UCS 3.3.0 Admin Guide via Syslog or a regular log in order to check if the Unit run's out of memory.

 

In order to proceed forward I would like to clarify that the Polycom Community is not meant as a replacement for the correct support channels, as mentioned in the Read First, and would therefore advise you to contact your Polycom Reseller and/or Polycom Support.

 

This will enable you to get the correct of support and professional help assisting you to troubleshoot your Issue.

 

The Polycom Support may charge you a Pay Per Incident (PPI) fee if the unit is out of warranty but will enable you to communicate directly with our dedicated support team.

 

They will require your complete configuration files, the -app.log and -boot.log and if possible a Wireshark trace. Please setup your provisioning server to enable the uploading and appending of logs so the support has a clear Log including booting of the Unit.

 

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 6