New 3CX SP3 install. Polycom 550 no dial tone or ring..

[giaspace]

We just installed the 3CX 10 SP3 and have 50 Polycom 550 to install. The Phones provision and you can dial 999 and you hear the audio. If I try to call from 1 phone to another phone, no ring and eventually dumps into voicemail. Tried with the 3cx softphone same issue. This is all on the same lan and running on Server 2008R2. Any help would be much appreciated.

 

[leejor]

Best place to start is having a look at the 3CX logs just after a call attempt between extensions (the type not working). that will show you what 3CX is trying to do with the digits it is receiving.

If, for some reason, there is no sign of a call attempt, then it might be a problem with the structure of the dialplan, in the set, that is preventing (delaying?) the digits from being sent. Although, with the softphone doing the same thing, it probably isn't.

 

[giaspace]

Appreciate the response but we are not even getting a dial tone and tested with Softphone as well.

Here is the log when I call ext 126 (polycom) from 808 (3CX Softphone):


12:14:06.705 [CM503003]: Call(16): Call to sip:[email protected] has failed; Cause: 487 Request Cancelled; from IP:192.168.0.122:5060
12:14:06.590 [CM503008]: Call(16): Call is terminated
12:13:53.672 [CM505001]: Ext.126: Device info: Device Identified: [Man: Polycom;Mod: SoundPoint IP Series;Rev: General] Capabilities:[reinvite, replaces, unable-no-sdp, no-recvonly] UserAgent: [PolycomSoundPointIP-SPIP_550-UA/3.0.4.0061] PBX contact: [sip:[email protected]:5060]
12:13:53.672 [CM503002]: Call(16): Alerting sip:[email protected]:5060
12:13:52.574 Currently active calls - 1: [16]
12:13:49.914 [CM503025]: Call(16): Calling Ext:Ext.126@[Dev:sip:[email protected]:5060]
12:13:49.866 [CM503004]: Call(16): Route 1: Ext:Ext.126@[Dev:sip:[email protected]:5060]
12:13:49.865 [CM503010]: Making route(s) to <sip:[email protected]:5060>
12:13:49.864 [CM505001]: Ext.808: Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [3CXPhone 6.0.20943.0] PBX contact: [sip:[email protected]:5060]
12:13:49.861 [CM503001]: Call(16): Incoming call from Ext.808 to <sip:[email protected]:5060>

 

[leejor]

The call is going through but the set seems to be rejecting it. Does it look the same the other way 'round, Polycom to 3CX softphone?

Appreciate the response but we are not even getting a dial tone and tested with Softphone as well

And yet, with no dialtone (I assume you mean on the Polycom) you can call the voicemail from that set?

The Phones provision and you can dial 999 and you hear the audio.

I suspect that it is something (error) in the provisioning file, perhaps you could provision one set manually, then try that.

Have you tried a softphone to softphone call to confirm that it is indeed a Polycom only issue?

 

[willow]

Correct me if I am wrong, but on sip devices they create their own dialtone. If you are not hearing dialtone when you call, try speaker and handset to elimate one of those being bad, I would recommend, upgrading the phone to the lastest firmware from Polycom and then reseting to factory default and try again.