Polycom SSIP 7000 calls out but can't answer incoming

[dpjax]

I have latest 3CX running on Linux in AWS using twilio elastic SIP. This is a remote PBX. In my office, I have a few phones and softphones working fine so far. I am provisioning a Polycom SoundStation IP 7000 and am having some peculiar results. Polycom firmware is 4.0.13.1445

The Polycom calls out fine, caller ID is fine. Calls have been tested over 10 minutes without issues. However,
incoming calls ring the Polycom but I can't pickup the line either by the green button or the arrow key on the left that is labeled Answer. It does stop ringing when the button(s) are pressed but doesn't indicate the call is alive. The far end just keeps ringing.

Any ideas?

 

[YiannisH_3CX]

Hello @dpjax

Please note that these phones are not supported for remote provisioning and should only be used as local devices. Also the supported firmware for these phones is 4.0.10

 

[dpjax]

Is it just the provisioning that isn't supported via remote or the entire phone? Can I set it up manually and get it working?

I assume this is some limitation on the 3CX side? Polycom is a big player in the market and our preference for conference phones. If 3CX can't accommodate Polycom phones we may be forced to move to another solution.

 

[YiannisH_3CX]

As you can see in the following guide Polycom phones are not supported for remote use. Since these are SIP devices they can register to the PBX but we cannot guarantee they will function correctly in a remote environment with manual configuration.

https://www.3cx.com/sip-phones/polycom-soundstation-5000-6000-7000/

 

[dpjax]

Is there any reason these are not supported?

I downgraded my 7000 to the supported firmware and it does the same things. Outgoing calls seem fine but incoming calls are problematic. Incoming calls intermittently ring the phone and when they do they are not able to be answered by the buttons. Calls that don't ring the phone return "the number is not in service".

Any other users have experience with these or offer advice if you've gotten them working? We want a cloud hosted solution and polycom phones...hoping there is a workaround, even if unsupported, that will give me basic functionality. All I really need is incoming/outgoing to work correctly. I don't need a lot of features.

 

[Farah]

I am having similar problems..