No "confrnc" soft key showing - SoundStation IP4000

[Anonymous]

Our SoundPoint IP 4000 is not showing a "conference" soft key during active calls - only “hold” “end call” and “transfer." I tried resetting to factory defaults and re-configuring to no avail. Some research online showed that there is a way to program the soft keys - thinking that maybe the previous owner of the phone (we inherited these phones with our office) had the soft keys specially configured. Any suggestions on how to get the conference soft key to appear?

[davemac2626]

Hi Semond

What firmware version are you running? PBX? can you upload a copy of your current config?

Cheers

Dave

[Anonymous]

Hi Dave,

Thanks for the questions:

1. I'm running 3.1.7.0134

2. No hardware PBX, we use Onsip as a virtual PBX

3. What exactly are looking for in terms of configuration?  Newtork configuration?  Boot server?

Thanks,

Sarah

[davemac2626]

Hi Sarah

Configuration im looking for is the phone configuration....are you able to access the sys.cfg and mac.cfg config files on your provisioning server in order to edit them?

I only ask as its easier to pin point where the config may be in need of editing and if you have custom softkeys configured and any macros that may be used in them....

If you also have any syslog entries that you could post that would be helpful in determining what exactly is the cause...

I hope this helps explain a bit better why posting snippets of config is very useful...

Many thanks

Dave

[Anonymous]

Thanks, Dave.  Sadly, I'm now way out of my comfort zone.  As the COO of a small non-profit, I wear many hats, but some don't fit very well!  I have no idea how to access those configuration files, unfortunately.  If the fix is likely to be very technical, it's probably better if I try to find a replacement phone....

Sarah

[davemac2626]

Hi Sarah

Sorry I couldnt help further, it may be useful speaking to your IT department or phone provider to see what they can do if you can..

Best regards

Dave

[Anonymous]

Thanks for the help, Dave!  I am the IT department, and the phone provider is stumped and suggested I contact Polycom!  This forum was worth a try!

Happy Thanksgiving,

Sarah

[Chad_A · Accepted solution]

Hello,

You should check the codec the SSIP4000 is using for the call as well. The 4000 does not support local conferencing if g.729 audio codec is used.

3.1.x Admin Guide:

Conferences are not available when the G.729 codec is enabled on the
SoundStation IP 4000 conference phone.

[Anonymous]

Chad_A - thank you!  That was the problem.  I went into the web interface, under General, Audio Processing and selected "Not Used" for the G729 codec.  Rebooted the phone and now conferencing is working brilliantly.  Appreciate the help!

Sarah