Sound Structure voip Licencing when calling

Occasional Contributor

Sound Structure voip Licencing when calling

Can you tell me how does RM 10.4 and DMA 9.0.1 know when to use a video or a phone license.?

If I have a gs device and I click the button to place a phone call will it use a video or a phone license for this device.?


So here is what I am thinking..

It seems that the voip cards would be considered phone sip devices and not video sip devices, and anytime a GS device changed the call switch from video to phone that also would be a phone call.

With RM 10.4 that separates video licenses and phone licenses that creates an issue for us because we are not licensed for phone.

Everything before this upgrade to 10.4 had phone and video using the same licensing pool.


What I have found out is the GS and HDX  devices can place calls all day long, but every time I place a voip card call we get the fast busy tone.

I also do not complete phone calls through the gs device if I switch the call from video to phone.

Message 1 of 3
Polycom Employee & Community Manager

Re: Sound Structure voip Licencing when calling

Hello @PT,


welcome to the Polycom Community.

Most of 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

  • 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 if the issue is a day 1 issue or only happened after an upgrade or any other relevant details



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 other details 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 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


If official support is required please check how to phone or open a case here

The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.


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Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
Please also ensure you always check the VoIP , Video Endpoint , Microsoft Voice , PSTN or other FAQ's in the different sections
Message 2 of 3
Occasional Contributor

Re: Sound Structure voip Licencing when calling

It’s a Licensing question ONLY –


Using RM SW REV  10.4 and DMA SW REV 9.0.1

Everything before this upgrade to RM 10.4 had phone and video using the same licensing pool, now it doesn’t.


Do I now need to purchase phone licenses ?

Message 3 of 3