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- Desk and IP Conference Phones
- Inbound and outbound calls not looking up name from the dire...

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11-17-2017 07:06 AM
I'm having a problem with a local directory not returning the caller details either inbound or outbound
The directory is coming from a provisioning server running over http - and is showing up in the phone fine when I browse to it. Also calls to and from a number in the local directory show up correctly identified and named against a record in the logs
At the time of the call though it's not looking up and showing the name
The logs show -
1117214531|so |3|00|[SoNcasC]: 'soGetDirName (0x1b38e40)' - Returned ()
What I don't see in the logs though are -
sip |3|00|GetRemotePartyAddress from 'To'
UC Software Version 5.6.0.17325
Updater Version 5.8.0.19248
Phone Model VVX 500
MAC Address 00:04:F2:AB:89:B8
Solved! Go to Solution.
Accepted Solutions
11-17-2017 11:42 AM
Hello @aerkins,
welcome to the Polycom Community.
Could you attach the Directory File or at least confirm it has all fields populated as they are in the example file that you get with a download of our firmware ?
We currently noticed as an example BroadWorks servers only populating the <FN> or <LN> and the number field and leaving all others either empty or not in the XML file at all.
A simple check would be to verify if the <rt> field is populated with as an example ringer1
Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.
Best Regards
Steffen Baier
Polycom Global Services
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.
Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
11-17-2017 11:42 AM
Hello @aerkins,
welcome to the Polycom Community.
Could you attach the Directory File or at least confirm it has all fields populated as they are in the example file that you get with a download of our firmware ?
We currently noticed as an example BroadWorks servers only populating the <FN> or <LN> and the number field and leaving all others either empty or not in the XML file at all.
A simple check would be to verify if the <rt> field is populated with as an example ringer1
Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.
Best Regards
Steffen Baier
Polycom Global Services
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.
Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN

11-17-2017 06:43 PM
Thanks Steffen
Here is a sample from the current directory file -
<directory> <item_list> <item> <fn>Lauren</fn> <ln>Surname</ln> <ct>0424361234</ct> <sd></sd> <dc/> <ad>0</ad> <ar>0</ar> <bw>0</bw> <bb>0</bb> </item> <item> <fn>Adam</fn> <ln>Surname</ln> <ct>0416391234</ct> <sd></sd> <dc/> <ad>0</ad> <ar>0</ar> <bw>0</bw> <bb>0</bb> </item> <item> <fn>Grant</fn> <ln>Suname</ln> <ct>0424271234</ct> <sd></sd> <dc/> <ad>0</ad> <ar>0</ar> <bw>0</bw> <bb>0</bb> </item>
All the fields are there except for the rt - i'll add that in and see if it makes a difference

11-19-2017 12:48 AM
Update - adding the ringer field fixed up the problem. It now detects incoming calls correctly as per the directory
1119154029|so |3|00|[SoNcasC]: 'soGetDirName (0x419748f8)' - Returned (Andrew Erkins)
Thank you!