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VVX 600 on UC 5.5.0 will not display BroadWorks Advanced Call Settings - Unknown Error

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Occasional Contributor

VVX 600 on UC 5.5.0 will not display BroadWorks Advanced Call Settings - Unknown Error

I have configured the phone to properly register with our BroadWorks R19 platform using the XSP credentials:

 

dir.broadsoft.regMap="1"
dir.broadsoft.useXspCredentials="1"

 

and the phone has been able to successfully log in using the xsp username and password. The phone has no problem accessing either the BroadWorks Directory or the UC-One Contacts directory (I have also enabled xmpp). However, the only thing that won't currently work is setting the UC-One Call Settings (a.k.a. Xtended Services Interface Feature Configuration), where I want to be able to access Anonymous Call Rejection, Simultaneous Ring Personal, Line ID Delivery Blocking, BroadWorks Anywhere, and Remote Office.

 

I've enabled the features in config, but whenever I try to access them through either the UC-One Call Settings (under Features), or directly from the UC-One icon on the home screen, I get "Unknown Error."

 

When I look in the log file on the phone, this is what I see:

 

XSIServiceRequest
Service Enum = 7 :BroadSoftDirectory
Method Type = 1 :XSI_GET
Source:Line-0
XSIFeatureInfoT:
Request Direction:2 :XSI_RESPONSE
Request Error Code:0 :XSI_ERRORCODE_INVALID
AvailableServicesInfoT:No services available

 

It appears to me that, in UC 5.5.0, despite the fact that I've got dir.broadsoft.regMap set to "1", when it is trying to query BroadWorks for the settings, it is using "0" as the Source Line. This is why BroadWorks is saying, "No services available."

 

Now I know you're going to tell me to try and use the XSI method instead, but we do not have the container on our BroadWorks server set to allow XSP access through SIP registration for security purposes, and anyhow, this is supposed to function anyway (pre-R19SP1). Is this a bug that I've found in 5.5.0?

Message 1 of 5
1 ACCEPTED SOLUTION

Accepted Solutions
Polycom Employee & Community Manager

Re: VVX 600 on UC 5.5.0 will not display BroadWorks Advanced Call Settings - Unknown Error

Hello jeff@bluip,

the above is the corresponding internal Engineering ticket so you will not find this.

 

I forwarded a message to the US based Sales Engineers so someone usually working with you can get in touch in regards of the support portal.

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

View solution in original post

Message 5 of 5
4 REPLIES 4
Polycom Employee & Community Manager

Re: VVX 600 on UC 5.5.0 will not display BroadWorks Advanced Call Settings - Unknown Error

Hello jeff@bluip,

welcome to the Polycom Community.

Please 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. In case this is some sort of an Internet discounter please post your phone's MAC address so I can look up who would be able to support you.

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 2 of 5
Polycom Employee & Community Manager

Re: VVX 600 on UC 5.5.0 will not display BroadWorks Advanced Call Settings - Unknown Error

Hello jeff@bluip,

Have you yet had a chance to raise this as suggested?

 

It may match an internal ticket VOIP-118504 Invalid authentication header being used for SIP credentials authentication but in order to verify we are looking at the same issue please escalate as prior suggested.

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 3 of 5
Occasional Contributor

Re: VVX 600 on UC 5.5.0 will not display BroadWorks Advanced Call Settings - Unknown Error

I have not opened a service ticket for this yet, but I will tomorrow (via phone, see below).

 

BTW, we are authorized and certified ITSP partners, so this request will be coming directly from us.

 

Additionally, I searched for that internal ticket, but it appears that your support system will only let me search on our tickets. Also, when I attempted to open one through the web portal, it wouldn't even give me the option of opening a ticket (maybe because the serial number of my phone was not recognized as belonging to us). Just FYI, you're ticketing system leaves a lot to be desired for partners.

 

 

Message 4 of 5
Polycom Employee & Community Manager

Re: VVX 600 on UC 5.5.0 will not display BroadWorks Advanced Call Settings - Unknown Error

Hello jeff@bluip,

the above is the corresponding internal Engineering ticket so you will not find this.

 

I forwarded a message to the US based Sales Engineers so someone usually working with you can get in touch in regards of the support portal.

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

View solution in original post

Message 5 of 5