3CX Provisioning Folder

[kforfa]

I understand that v15.5 now creates configuration files on the fly. Why then do we need a provisioning folder to point the IP phones to it via DHCP Option 66? Do I need to update the files in the provisioning folder and, if so, what is the best method? We have an issue with our Polycom 450/650 phones losing registration and having to reboot them.

 

[Saqqara]

Need more info on your setup.

1. Is the PBX hosted, these phones are not supported via stun or SBC so you would have to setup a site to site vpn

2. Is the PBX internal. , again how have you provisioned the phone - manually or 3cx templates

Have you followed the steps in
https://www.3cx.com/sip-phones/polycom-soundpoint-450-550-560-650-670/

The provisioning link is where the config files are generated for each phone on the fly.

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[YiannisH_3CX]

Hello @kforfa

Please note that since V15 the configuration files are generated on the fly upon request from the phone. However the provisioning folder is still required as phonebooks for the different devices are still stored there as well as files for legacy devices that may be required for provisioning. Also phone firmware and custom templates are still stored there so the provisioning folder is still needed. Plus it adds another layer of security as the provisioning folder is randomly generated and unique to each system.

 

[kforfa]

We have our own SSL and FQDN. The 3CX server is a Hyper-V VM. We had a physical server on version 12.5. We updated the firmware on all of the Polycoms, backed up the 12.5 server, installed a fresh copy of version 15.5 on the new VM, used the backup from 12.5 during the installation, added our own SSL and FQDN. Since we used the backup, all of our ext files are now on the new VM in the same provisioning folder so we did not have to change our existing DHCP Option 66 settings. What we are experiencing now it that phones work but at some point freeze and we have to physically reboot them. Also when we make changes to the phone config on the console, the files in the provisioning folder are not updated.

Another thing I have noticed is that the 3CX windows client is defaulting to softphone instead of CTI. Where is that default setting in the new console and could that be causing the phones to freeze?

 

[YiannisH_3CX]

The files in the folder will not update as the configuration files in V15.5 are generated on the fly upon request. Make sure that the phones are running the supported firmware and the default template.
Take a look at the provisioning guide in case you missed something and the limitation section in case you are using a something not supported by the phones
https://www.3cx.com/sip-phones/polycom-soundpoint-450-550-560-650-670/

 

[kforfa]

We are at firmware 4.0.10. Perhaps I need to rephrase my question. If I have a Polycom 650 or 450 that is set to DHCP Option 66 to look at the provisioning folder for it's configuration, are you saying that the existing MAC-config.cfg files that are currently in the folder are not used? Also, how can you tell which template is being used on the fly?

• C:\ProgramData\3CX\Instance1\Data\Http\Templates\phones
• or C:\ProgramData\3CX\Instance1\Data\Http\Interface\provisioning\xxxxxxxx\CustomTemplates\phones?

 

[NickD_3CX]

If I have a Polycom 650 or 450 that is set to DHCP Option 66 to look at the provisioning folder for it's configuration, are you saying that the existing MAC-config.cfg files that are currently in the folder are not used?

Yes. Upon request, if the the filename is known to 3CX, an "on-the-fly" will first try to be generated. If not found, then it will check for a physical file in the folder. To be sure though, you could delete (or move first to be safe), all MAC address files out of the folder...

Also, how can you tell which template is being used on the fly?

Whatever you have selected in the Management Console in the Extension Settings. If in the drop-down when adding an extension you see the same phone model more than once, someone has not done a good job customizing the templates...
On that note, if you are having crashes and freezes, get rid of all custom templates, factory reset your phones, then reprovision using the default templates. Not Factory Resetting the phones makes no sense, because new settings simply overwrite existing ones, so you don't know what will be left behind.

 

[kforfa]

Appreciate the guidance. I took a look and the only template that contains our model Polycoms was named polycom.ph.xml and that file is in the C:\ProgramData\3CX\Instance1\Data\Http\Templates\phones folder.

Under our provisioning folder, there is a Custom Templates folder but it does not contain a Polycom template with our models. When creating an ext, we only see one listing for Polycom 450's and 650's.

I have removed the MAC file for my extension in our provisioning folder and factory reset my Polycom 650 as a test to see if that fixes the issue.

Since we upgraded from 12.5, we are using the same templates that were working prior to the upgrade. So, I don't understand why we would need to factory reset every phone.

 

[NickD_3CX]

If memory serves, the Polycom templates have been updated since V12.5, so the default V15.5 templates are different t what you use to use.

Good test, factory reset that one phone and re-provision it anew with the V15.5 default template and see how it goes.

I have also read other cases on the forum where phones freezing was due to them being powered by PoE. That may also be one thing to check if you are doing this, to connect one using a power supply.