polycom spip 560 not answering

[chasewf]

i have a polycom subpoint ip 560
it has been provisioned through 3cx but when i get a call it doesn't allow me to answer. when it was on the same network as the pbx it worked but now that its onsite it doesnt. i tried reprovisioning and still nothing can anybody help.

 

[cobaltit]

If you mean you have a SoundPoint IP 560 those phones are not supported remotely.

Set Up Polycom SoundPoint 450, 550, 560, 650, 670 for 3CX

 

[chasewf]

what do you mean there not supported remotely. like they cant be used outside of the same lan. because it registers and can make calls fine it just cant answer them. i also cant figure out why the remote would make such a difference

 

[JohnS_3CX]

Hi,

Indeed as noted in the link above, these devices are legacy and have limitations:
https://www.3cx.com/sip-phones/polycom-soundpoint-450-550-560-650-670/#h.inmoib1u9t0w

The only way to use them remotely is via VPN so they they appear on the same LAN as the PBX otherwise I would not expect them to work correctly.

If VPN is not an option, you should consider replacing them with something newer from our supported list:
https://www.3cx.com/sip-phones/

 

[chasewf]

ok thankyou
i only use this olderphone for testing to see if a solution works before we install it at a client and ive recently been testing with 3cx im really liking the platform so far and may be joining the reseller program. ill upgrade to a newer phone im glad its prolly not something with 3cx.

 

[JohnS_3CX]

Thanks, we appreciate the feedback! You will find that modern phones are way easier to manage and provision on a LAN, and with our 3CX SBC solution the same goes for remote phones.

Plus, those models still have manufacturer support so they get firmware upgrades with fixes/improvements and support more features than legacy models.