861415 - Polycom Deskphone Issues for Remote User Ext 437

Status: RESOLVED FIXED

(Infrastructure & Operations Graveyard :: Servicedesk, task)

Description

[Henry Langi [:hlangi]]

Remote user, Jill Van De Ven has been experiencing some issues with her polycom 550. Jill was able to make and receive calls yesterday and is unable to receive or make calls to office extension.

Comment 1

[Dave Miller [:justdave]]

What have you done so far to troubleshoot?

Comment 2

[Henry Langi [:hlangi]]

The first time Jill started to have issues, I had her send in her phone. I had it connected to a port that reached the boot loader. As the phone loaded up, I was able to make out going calls as well as receive calls. I was able to take the phone home and was able to make and receive calls. I sent Jill her device back last Monday and she confirmed on Thursday that everything worked. Then she reported issues on Friday where she had a dial tone but was unable to make calls to office extension and outside lines or receive calls.

Comment 3

[Aaron]

What happens when she tries to call?  Does she get an error message?  Is there anything on the screen of the phone?  Have you tried to call her extension? Do you get an error or recording or voice mail?

Comment 4

[Henry Langi [:hlangi]]

When she calls any office extension, it would say that it wasn't a valid extension. This was the same as when I called her extension. I called her extension yesterday it rang a few times and then went to voicemail.

Comment 5

[jill]

I just tested my phone today, it appears to be working.  I have dialed both an outside number, as well as, an internal extension.  Both are working fine.  Not sure why, but I take any small miracle :) 

Thanks guys!!

Comment 6

[Aaron]

Sounds like the phone wasn't registered to the pbx, but has found its way in the meantime.  Thanks for the update.

Comment 7

[Henry Langi [:hlangi]]

Hey Aaron/justdave,

Reopening this, looks like this issue is back.


Jill pinged me at 10am this morning and said was able to receive calls normally but seemed to have stopped working this morning. Being unable to receive or make calls.

I had her login to ringring to reset her login password, just in case that was locking her out after 3 days. I then realized that resetting her ringring login shouldn't have an affect on this issue since her phone has been working for a week now and then suddenly stopped. I logged into ringring and checked her extension, didn't see any changes, I clicked save, and reloaded the pbx. We did a test call at noon and everything seemed to work fine again. 

But then stopped again.

12:54 <jillv> my phone wont let me dial into any
              extension.....if wont even connect, no ringing,
              just a funky fast busy signal

I reloaded the pbx again and her phone still doesn't work. The display on her phone still shows her extension on there. Let me know if there any other steps I should take.

Comment 8

[Aaron]

As I suspected in comment 6, her phone isn't registered to the pbx.  It sounds like the phone is having trouble maintaing the connection between her house and ringring.  This is a difficulty we often see with hard phones outside the office.  Softphones seem to be better at maintaining that connection, and I recommend trying that to see if it improves things.

Comment 9

[Henry Langi [:hlangi]]

Hey Jill,

I remember we chatted in person that you were able to make calls from your softphone client but had some audio issues. Feel free to ping me over irc when you want to test your softphone.

Comment 10

[Patrick Dang [:pdang]]

Determined that firewall settings were causing issues with X-lite. Followed instructions per:

http://support.counterpath.com/counterpath/topics/not_receiving_calls_but_can_call_out_help

Verified that user can now receive calls.