Merging Calls

[SteffenBaierUK]

Hello KRP,

judging by this post => here <= I can only assume you have setup the wrong type of SIP connectivity as the Trio would require a SIP user and not a SIP Trunk.

In addition to ensure you have not got any old false data or setting programmed I would suggest you factory default the unit.

The fact that the Web Interface is disabled in LYNC base profile is documented in the FAQ.

Please do as follows:

• Factory default the Unit
  
  
• Only enter a basic configuration as shown => here <=
  You may need to change the Lync base profile into Generic if you purchased a LYNC / Skype SKU
  
  
• Look at this guide => here <= as Polycom used to own SpectraLink and Mitel had done an interoperability test and the SpectraLink 8400 Software is based on the Polycom UC Software.
  
  
• If this fails when trying to reproduce to "merge" calls use the now on multiple occasions outlined FAQ => here <= to check for the SIP signalling. A conference would be the same as merging the call.
  
  
• If all of the above fails please contact Mitel and/or your Polycom reseller for further support. Your Polycom reseller is your first level contact.
  If you have for some reason purchased the device from some online discounter which won't be able to provide support or open a case with Polycom support for you please post your Phones MAC address so I can lookup who is responsible for you.

Looking after Europe, the Middle East and Africa as a support region in my role I have not yet come across the issues you describe.

Best Regards

Steffen Baier

Polycom Global Services

[Anonymous]

I guess I have one question to simplify all these pages, documents, etc on how to setup this phone.

Now I have had a Mitel certified tech in to assist with the Phone system (which has been in place for years now) and Trio setup. The Trio is dialing internal and external numbers, I can make (add) multiple calls at the same time to the Trio but can't merge them.

With the above information can I assume that my phone system is programmed properly since the Trio is working as expected with the exception of merging the calls?

(Note: I can make 3 way calls on other devices that are using the same class of service, etc)

If the ability to do all the above is all that is needed to merge calls then it only leaves the Trio itself to be the issue.

I don't even get the option at any point to merge the 2 active calls. I have reset the Trio to factory and only completed the Simple Setup:

Set time zone
set SIP Server IP, port
set SIP LIne Identificaton

And I am making calls successfully. I feel like I am going around in circles here and it sure is feeling like the phone is the issue.

Here the config so you can see if there is anything that stands out.

reg.1.address="610"
reg.1.auth.loginCredentialType="usernameAndPassword"
reg.1.auth.userId="610"
reg.1.displayName="KRP Mtg Rm"
reg.1.label="Ext.610-3"
voIpProt.server.1.address="192.168.2.10"
voIpProt.server.1.port="5060"

The way the manual and you describe the merge feature it should just work out of the box once multi calls have been established. 

[SteffenBaierUK]

Hello KRP,

again I am unsure why you did not follow my advice as the configuration example you posted does not match what I had suggested.

My FAQ post as an example does not ask you to change a port or use the voIpProt.server.1.address

I did a quick brief test with my own Mitel 3300 running 4.2 SP2 and whenever I try to add an additional call into a existing call as shown in my FAQ post the first call is dropped.

As you have not yet followed any of the request i.e. provide a trace or use the outlined FAQ post's I am unaware if you use the same setup.

As already outlined in my initial post's it would be Mitel's responsibility to interoperability test our device to document the settings required on the Mitel end to work.

To finally close this post please work with Mitel support on this as we and myself are unable to do this for you.

Best Regards

Steffen Baier

Polycom Global Services

[Anonymous]

I thought I was following the FAQ, it was showing a simple setup and I only filled in the fields I thought were needed. Sorry that I am not completely knowledgable of how the config file settings relate/map to the WebUI fields.

Also keep in mind may of the screenshots (even of the polycom settings) are dated and not easy to translate to the new UI I have on both the Trio and the Mitel 3300 so its not that I won't follow your instructions, it more that with these factors it is not cut and dry copy/paste data into my systems.

But again my question that was missed, so I can try and isolate which system I need to look at, since my config is getting the phone working and dialing multiple calls is WORKING on the Trio, would that not suggest its the Trio itself that is the issue or where the settings are off.

Now as I stated above I am guessing and checking changes to the UI and how that changes the config file settings and still having trouble matching what you have. What field is teh voipProt.server.1.address and is that not the SIP server and if that is not fillled in how does the Trio make a call?

Please provide a list of the UI field mappings to the config file settings or this is going to take me forever since the two don't often have similar names obviously.

[Anonymous]

OK I figured out how to find the config file mapping to the field so you can disregard that. 

[Anonymous]

I went back to the FAQ and use the example UCS 4.1.x and here is the config. other than enabling WebUI I only filled in the fields listed in that section.

httpd.cfg.enabled="1"
httpd.enabled="1"
reg.1.address="610"
reg.1.auth.loginCredentialType="usernameAndPassword"
reg.1.auth.useLoginCredentials="0"
reg.1.auth.userId="610"
reg.1.label="610"
reg.1.thirdPartyName="610"
reg.1.server.1.address="192.168.2.10"
reg.1.server.1.specialInterop="standard"

The phone doesn't even connect to the Mitel now. So not sure where I went wrong but maybe you see somthing I don't?

Used your link provided earlier "http://community.polycom.com/t5/VoIP/FAQ-Can-I-register-my-Polycom-Phone-with-a-XYZ-SIP-Server/td-p/...

[Anonymous]

This product was purchased from CDW Canada and they are not going to be able to provide support. Can you provide me with who does support your hardware if there is an issue.

We are apart of a international accounting firm association with 1000's of office worldwide and I will be relaying my experience to all of them on our next conf call (likely not using the Trio for that call). I am sure they'll all be interested to know what companies to avoid.

[SteffenBaierUK]

Hello KPN,

Lets do this differently as I am not getting answers to my questions or you are not doing what I am telling you to do:

• Did you factory restore the Device as asked ?
  
  
• Did you follow up the Mitel Spectralink Guide as asked prior ?
  You find it => here <=
  
  
• Did you or your Mitel specialist setup wireshark to get a trace of the Phone registering or making calls as asked before?
  You find the info on how to do this => here <=

I am unsure why you believe that the company, CDW Canada, who sold you the phone would not support you but please provide me with the MAC address of the Phone and also a backup via Utilities > Phone Backup & Restore > Phone backup

Best Regards

Steffen Baier

Polycom Global Services

[Anonymous]

I have been doing what you have been asking, however there are going to obviously be some limits. Everytime I have to ask the MItel tech to again check to see if the new set of instructions/setup guide matches what has been done I have to pay them again. They are not on staff and are contracted it. At this point I have seen 2-3 setup examples.

1. Just a few posts above on page 2 I did say, I reset the phone.
2. I have requested the tech come back onsite to review these instructions. This will take a few days to schedule.
3. No we have not setup wireshark. Unless I am missing something the phone is registering fine and making calls, adding 2nd calls, etc. Just no merge option, so with that info (which I did state before) I am not understanding why wireshark would have should be used if we are just confirming it is registering? The phone does prompt with a notice when the phone is not registered.
4. MAC Address 00:04:F2:FD:05:8F, I called CDW and my sales rep is looking into what they offer regarding support but it would likely be another consultant at our cost. At this point I am not sure briiging in someone who has never seen our phone syste before would be an effective regarding cost or time. I contract the guy who has programmed our last 2 phone systems and has always been able to get our devices up and running so sticking with him makes the most sense. As for the config file I'll have to reset it and get it working again, after the last round its not registering now.

[SteffenBaierUK]

Hello KRP,

This unit was sold via INGRAM MICRO CANADA.

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