VVX 400 no ring from doorbox

Anonymous · ‎10-14-2014

I have several VVX 400's on a customer's site. I was having issues with one way audio when talking to their doorbox (spa8800 with viking 1000 units). I updated the firmware to 5.2.0.8330, this seems to have fixed the one way audio issue, but now when someone hits the door box the phone does not ring. It does light up to indicate there is a call and it presents the CID, but no audio comes out the speaker. I have tested polycom to polycom, calls from external sources, and external calls transferred to this extension, all work ok. All other phones work ok with the door box. See attached file for pcap, app and boot logs, and backup.

Mike

SteffenBaierUK · ‎10-14-2014

Hello mdowns,

welcome to the Polycom Community.

As already explained to extremerotary in this initial post => here <= this needs to be logged with our Support team via your Polycom reseller.

It's good to see that upgrading to UCS 5.2.0 fixed the one way audio issue but we still need to understand why the phone does not audibly signal the call.

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

Anonymous · ‎10-20-2014

Hi mdowns,

I noticed in the app.log the following lines:

1014140823|clist|4|00|dbCallSet::newCall:dbCallInfo New Index (0)
1014140823|so |4|00|soTonePlay: pcmChannelP is NULL

So it appears there's something funny with the audio configuration of that phone, which may explain why it doesn't ring.

Also, please be aware that your phone backup contains the provisioning server credentials, which may allow someone to login to the provisioning server and access the SIP credentials for that device.

SteffenBaierUK · ‎10-20-2014

Hello mdowns,

Not having had any feedback are you sure there is not some local contact programmed on the phone preventing the phone from audibly signaling via a setting?

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

Create an account on the HP Community to personalize your profile and ask a question