Poly Lens not showing phone calls for OpenSIP

M. Eissa

Poly Lens not showing phone calls for OpenSIP



we have couple of OpenSIP phones (mainly CCX400) that we manage using Poly lens (previously PDMS-E) but I was never able to get them to show the actual call usage (Device Adoption). I have tested with couple of phones & they all report zero calls, while I'm sure they're being used & I have used them myself.


Do I need to configure something on the phone so it would actually send the calls to Poly Lens? 



M. Eissa

Message 1 of 4
Polycom Employee & Community Manager

Re: Poly Lens not showing phone calls for OpenSIP

Hello @M. Eissa 


Welcome to the Poly community.


From my own understanding full CDR is on the roadmap but I do not have more details.


The Inventory, once expanded on the actual phone should show the lines registered:



The actual Device should show an active call:



And Insights > Dashboards should show call activity



Best regards


Steffen Baier


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 4
M. Eissa

Re: Poly Lens not showing phone calls for OpenSIP

thanks a lot Steffen for your reply. I was actually looking for the Device Adoption, where it should just show the phone usage, not necessary the CDR. but it's always showing zero.


while the device info is showing the lines are properly registered:



Call usage is showing some minutes, but not really much; while I know the phones are being heavily used:





Message 3 of 4
M. Eissa

Re: Poly Lens not showing phone calls for OpenSIP

I guess there's no way around this?

Message 4 of 4