IP 5000; Unable to make outgoing calls

[ÜberUser]

Hello,

I am working with an IP 5000, but am not very familiar with the finer details of its functions. With the aid of Mitel/ShoreTel customer support I was able to get the phone set up well enough to recieve calls successfully, but the device seems unable to make outgoing calls. The numbers that are dialed will ring, but as soon as they pick up the IP 5000 will beep 5-6 times sounding like a dead line and then hang up.

Neither myself nor the technician were able to move past this point, and I am uncertain where to go from here.

I have included the config and log files; any pointers or assistance would be most welcome and appreciated.

[SteffenBaierUK]

Hello @ÜberUser ,

Welcome to the Poly Community.

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

Jan 19, 2012 Question: How to troubleshoot Polycom VoIP related Issues?

Resolution: Please check => here <=

and probably

Apr 17, 2013 Question: How can I setup a TLS connection for SIP signaling and / or troubleshoot this?

Resolution: Please check => here <=

Has Shoretel done any troubleshooting of the SIP signaling as of yet?

Just as a reminder that both the communities Must Read First and the 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.

The basic information asked for:

• Provide the exact Software Version of your Phone
• Provide the Phone Model
• Provide the Call Platform (aka openSIP,Teams, Skype for Business Online, Skype for Business on Premise, Lync)
• Provide details if UC / SIP or ObiEdition
• Additional Poly 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 Poly 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 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