Shared line Missed call is logging as "sip:number@" (instead of number) on VVX 500 phone call log.

[Harishyadav1465]

Hello, 

We are having issue with Missed call logging on PolycomVVX 500 for a shared line. Here missed call is logging as SIP URL format (ex: sip:number@domain") instead of just number .When we try to dialout (redial on call log) , phone is not letting us to dial saying "URLdialing is disabled".

But the same is working as expected for shared line answered call (It is logging as just  "number" in the phone call log).FYI: URL dialing is disabled for this phone.

Is  this expected behaviour for the phone to log  SIP URL format  eventhough URL dialing dissabled for the phone ?  Also do we have any solution to make this work (redial from calllog working) without enabling URL dialing on the phone ? or logging SIP URL format is the bug in firmware ? 

Please help us in resolving this issue.

Below are the  Phone  details (For VVX 500):

Phone Model : VVX 500
Part Number : 3111-44500-001
Rev : A
MAC Address : 00:04:F2:D1:58:25
IP Mode : IPv4
UC Software Version : 5.8.1.6389
Updater Version : 5.9.6.6357
Camera Software Version : 1.0.0

[SteffenBaierUK · Accepted solution]

Hello @Harishyadav1465,

welcome back to the Polycom Community.

In order to properly analyse this issue we would need Phone Logs and a wireshark trace of this.

As this is support territory we cannot do this via the medium of a Internet forum as we need possibly need remote accounts etc.

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

End Customers are unable to open a ticket directly with Polycom support.

The VVX 500 was sold via NETXUSA back in 31/10/2016 so the unit is no longer within warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail here

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