Solved Polycom VVX 601 shows as UNPROVISIONED

[George Ts]

Hello 3cx team,
We just found out that one of our Polycoms shows as "UNPROVISIONED" under the "Phones" tab.
That Polycom VVX 601 resides in a different subnet than the one where the 3cx server lives in.
It gets its provisioning data normally after a factory reset.
The method is the one suggested (DHCP Option 66, etc)

I also found the following thread, which however did not end up to a solution:
https://www.3cx.com/community/threads/latest-update-broke-provisioning-on-polycom-ip550.48017/page-2

Any idea why the Phone shows as Unprovisioned?
I would suspect the fact that its subnet is different than the 3cx server's, while at the same time, under the "Phone Provisioning-- > Provisioning Method" it only has the Option "Local LAN (In the Office)".
But I am not sure that this is the reason, so please let me know if you need any further information in order to spot the root cause.

Thank you in advance,
George

 

[YiannisH_3CX]

Hello @George Tsionos

Is the phone in the same LAN as the PBX just on a different subnet or is the phone in a different network? Also what version PBX are you running ? You can see the exact build number on the Dashboard under the information column. If you are on the latest version and running the latest 3CX templates then SBC should be given to you as an option for phone provisioning.

 

[George Ts]

Hello @YiannisH_3CX
Our version is 15.5.6354.2, we still need to upgrade.
Also, we have customized the templates for our Polycoms, but almost every other Polycom shows as PROVISIONED.
Could you please explain the difference between the terms "LAN" and "network", as used by 3cx?

Our Polycoms contact the 3cx through a L3 MPLS network and are located on a different site.
Polycoms get an IP within the 192.168.50.0/24 network, while our 3cx server resides on the 192.168.100.0/24 network
As a matter of fact, this brings up another question:
I saw that the extension provisioned by the Polycom was having the option "Disallow use of extension outside the LAN" enabled, however, it was able to make and receive internal and external calls normally. Why is that?
I know that we have changed some Parameters (Settings - -> Parameters) so maybe our 3cx has a different image of its "LAN", but if you could clarify the above for me, or point me to the parameter that might make 3cx consider a wider network as its LAN, that would really help.

Thank you,
George

 

[YiannisH_3CX]

Could you please explain the difference between the terms "LAN" and "network", as used by 3cx?

Those are actually my terms not 3CX but what i meant was are the phones able to communicate to the PBX using its local IP Address or do the phones need to communicate with the PBX through the public IP?

As a matter of fact, this brings up another question:
I saw that the extension provisioned by the Polycom was having the option "Disallow use of extension outside the LAN" enabled, however, it was able to make and receive internal and external calls normally. Why is that?

Since the phones and PBX can communicate using their internal IPs then the option "Disallow use of extension outside the LAN" should remain enabled as the phones are considered to be local to the PBX so that has nothing to do with the issue. With that in mind the phone should be provisioned as local to the PBX and you should check if the PBX sees the phone from the actual local IP. If the phone is registered then you should see the IP in the phones tab.
Do you have other devices in the same site that appear normally?

 

[George Ts]

Oh ok, that is clear now. So, "local" and "LAN" involve contacting 3cx via its local IP. So:

- Yes, the phones contact 3cx via its internal IP 192.168.50x/24 (NOT via its public)
- Yes, the phone gets fully provisioned and everything works fine, including its registration.

Eventually it seems that I found the root cause.
From the template, the following line was missing:
<model ua="VVX_601">Polycom VVX 601-polycomvvx_blablabla</model>
But only the respective line for VVX 600 was present.

When I added that line for the VVX 601 UA, the phone showed as PROVISIONED after a factory reset.

I think 3cx recommends that we do not touch those lines, but for some reason they had been changed anyway.

If my finding makes sense, we can just close this issue.
Again, many thanks for your prompt response.

George

 

[YiannisH_3CX]

Glad to see the issue has been resolved and thank you for the update.