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HP Recommended

Hi,

I have a IP Phone VVX 311 and I try to connect it with my FritzBox 4790.

So far so good, but all my trials dont work. The Phone don't register at the FritzBox.

I use the Web Configuration and Phone Firmware in this Version:

 

UC-Softwareversion 5.9.1.0615

Updater-Version 5.9.7.12459

 

I have all config information from the Fritzbox, as 

IP or fritz.box

auth name

auth ID

password

My problem is the correct configuration of the phone and I'm not sure

where to place my Fritz information to the configuration.

where, simple setup, preferences, settings, line1...

shall I place?

Questions:

what port is to be used? 5060?

Sip Server is Fritz IP or fritz.box

What about the SIP

Local Settings?

Outbound Proxy?

Server1 - what Transport ist correct with FritzBox?

 

You see many questions, I've tried a lot of settings but somehow

I cannot find the solution...

 

I hope somebody can help me! Thanks a lot

Thomas

 

8 REPLIES 8
HP Recommended

Hello Thomas@tomsys ,

 

welcome to the Polycom Community.

Both the community's Must Read First and the community's FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:

 

  • Provide the exact Software Version of your Phone
  • Provide the Phone Model
  • Provide the Call Platform (aka openSIP,Skype for Business Online, Skype for Business on Premise, Lync)
  • Additional Polycom Infrastructure (RPRM,PDMS or BToE)
  • If applicable provide a backup of the phone in question

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup. Please rename into .TXT or Zip the file to attach.
Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package

  • If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
  • If possible provide the MAC Address or Serial of the device
  • Provide details for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details
  • For questions around Support please check here

 

 

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Polycom to have an overview of the current software used. In addition providing all details at the same time allow us to check logs or look up a potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.

 

Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up post’s.

 

Utilizing the community search finds various results => here <= . The 2nd result has detailed instructions => here <=


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
HP Recommended

Hello Steffen,

 

the needed information -> screenshot

from phone

SIP

Version 5.9.1.0615

product: 3150-11530-591

 

Regards

Thomas

 

HP Recommended

Hello Thomas@tomsys ,

 

did you follow this:

 

  • The 2nd result has detailed instructions => here <=


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
HP Recommended

Hello Steffen,

 

I tried, but my web version ist different, see files.

 

My Fritz Account is:

 

Internal (FritzBox) Number: 622

name of authentification: sabinebuero

PW: ***

 

Best Regards

Thomas

HP Recommended

Hello Thomas@tomsys ,

 

Is the Benutzername on the Fritz!Box the extension 622 or sabinebuero ?

 

If sabinebuero then both the Benutzer ID and Address needs to be sabinebuero. If not both should be the extension.

 

Also there is no need to specify the Domaine. You may want to specify the IP of the Fritz!Box within the server rather that the DNS name.


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
HP Recommended

Hi Steffen,

 

it is sabinebuero, see file

 

and my configuration,

 

but do not register...

 

Best Regards

Thomas

HP Recommended

Hello Thomas@tomsys ,

 

I no longer have access to a Fritz!Box so I cannot test this. I suggest you attach a backup and if this does not show anything you would need to raise a support case.

 

From the log attached I could see a 480 error which usually means username/password issue


In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

End Customers are unable to open a ticket directly with Polycom support.

If this is some sort of an Internet discounter providing your MAC address or your Polycom devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Polycom device from.

If the unit is no longer within warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail here

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
HP Recommended

Hi @Thomas@tomsys,

 

you should use the extension (i.e. 620) as Authentication ID and not sabinebuero. Have a look at the end of this post and check attached pic:

http://community.polycom.com/t5/VoIP/Experiences-with-registering-at-AVM-Fritzbox/td-p/36574

† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.