1286378 - Ext 3140 unable to make or receive calls

Status: RESOLVED FIXED

(Infrastructure & Operations :: Telecom, task)

Description

[Henry Langi [:hlangi]]

Remote user with a polycom 550 (ext 3140) is unable to make or receive any calls. There is a dial tone when picking up the handset but only get a busy signal when making calls to internal extensions and external phone lines.

Comment 1

[Henry Langi [:hlangi]]

Server setting on the device is currently pointing to pbx1.mtv2.mozilla.com.

Comment 2

[Dave Miller [:justdave]]

What's the icon look like displayed on the line button?  solid or hollow?

Comment 3

[Dave Miller [:justdave]]

(In reply to Henry Langi [:hlangi] from comment #1)
> Server setting on the device is currently pointing to pbx1.mtv2.mozilla.com.

This is incorrect, it should be pbx.mtv2.mozilla.com

Comment 4

[Dave Miller [:justdave]]

How long has he been a remote user?  Did this phone used to be in the office?  When it was last connected it had firmware 4.1.1 on it, which I just deployed last week, and only got deployed to phones in the offices, and was connecting from an IP within the office.  If he took it home it needs to be reprogrammed first to be able to use it from outside the office.  The firmware load it gets in the office is specific to use within the office.

Comment 5

[Bob Neal [:bneal]]

(In reply to Dave Miller [:justdave] ([e-mail]) from comment #4)
> How long has he been a remote user?  Did this phone used to be in the
> office?  When it was last connected it had firmware 4.1.1 on it, which I
> just deployed last week, and only got deployed to phones in the offices, and
> was connecting from an IP within the office.  If he took it home it needs to
> be reprogrammed first to be able to use it from outside the office.  The
> firmware load it gets in the office is specific to use within the office.

New employee, remote 6 weeks.  I didn't take this phone from the office, it was mailed to me.  This is actually a phone I received a few weeks ago on 6/22 but bad power cord.  I received another one last Friday 7/8 but it wouldn't connect to the network so we reverted to this one that did (with the new power cord)  Not sure how this older phone got the new firmware that new note above. I just removed the "1" from the "pbx1..." address.  Phone immediately restarted, but I still can't make a call (busy signal).

Comment 6

[Dave Miller [:justdave]]

Since you haven't actually connected, I don't know what's on the one you have now, I'm only seeing whatever last logged in with it, which could well have been the replacement phone if someone tested it in the office before they sent it out.  So you have two phones in your possession right now?  Can you get me the following info off both of them?

1) MAC address (should be on the barcode on the bottom of it)

I have to run for a meeting right now, but as soon as I get back I'll see if I can get something together that I can walk you through doing on the phone to get it online.

Comment 7

[Bob Neal [:bneal]]

(In reply to Dave Miller [:justdave] ([e-mail]) from comment #6)
> Since you haven't actually connected, I don't know what's on the one you
> have now, I'm only seeing whatever last logged in with it, which could well
> have been the replacement phone if someone tested it in the office before
> they sent it out.  So you have two phones in your possession right now?  Can
> you get me the following info off both of them?
> 
> 1) MAC address (should be on the barcode on the bottom of it)
> 
> I have to run for a meeting right now, but as soon as I get back I'll see if
> I can get something together that I can walk you through doing on the phone
> to get it online.

0004F2BD9485 - currently connected.  Rec'd 6/22.
0004F2BDFAF0 - not connected.  Rec'd 7/8.

Comment 8

[Dave Miller [:justdave]]

OK, we went with 0004F2BDFAF0 because it has the newer firmware on it.  I walked him through manual setup with the credentials for his extension, and it successfully connected.  It looks like it wasn't provisioned properly for a remote user before sending it to him (the provisioning is different than a local user - there's a few things you need to manually edit in the phone's config file before provisioning it the first time so that it'll continue working after it's outside the office -- see https://mana.mozilla.org/wiki/display/HOTH/Deploying+Remote+Phones )

I'm guessing 0004F2BD9485 can probably be shipped back to EUS.

Comment 9

[Henry Langi [:hlangi]]

Awesome, thanks justdave!