SoundStation IP 6000 has no audio on outgoing calls. NOT the MAC range or Software

Occasional Visitor

SoundStation IP 6000 has no audio on outgoing calls. NOT the MAC range or Software

I have a brand new Soundstation IP 6000.  I have this setup through CUCM 11.5. 

I have used ALL available versions of the software on the update server, but I am currently on (same as a bunch of other units I have that are working fine).

This problem came up right out of the box.  

After I got it configured I called into it with Cell phone (outside network) and another VoIP device (inside network) and it worked just fine (still does).  Then I tried to call out to a Cell and to another internal VoIP device.  The call goes through (rings) and when I answer it there is no audio on either device (calling or receiving).  The connection is there and both devices show they are connected, just no audio. 

I have updated the software to each available download from 4.0.7.X to 4.0.14.X.  The bootROM software Ver.  

I have reset the device to factory and removed all entries in the CUCM and assigned new phone numbers and user then reconfigured it.  Still the same issue on each attempted call.

I have compared the settings on the Polycom and the CUCM line by line with devices that are working and still not working. I looked at some logs for the SIP and it appears that the calls are being established and closed as they should.  But I was not able to decipher much else that that.

This is a new, never used before device. I do not believe it to be a configuration issue, but I have run out of ideas.  Has anyone had this issue that found a solution?

Message 1 of 3
Polycom Employee & Community Manager

Re: SoundStation IP 6000 has no audio on outgoing calls. NOT the MAC range or Software

Hello @Nitghttrn ,


welcome to the Polycom Community.

Both 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. 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 Polycom 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 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 you always check the FAQ's and/or utilize the community search before posting any new topics or follow up post’s.


You attached no logs, backup or even a wireshark trace so there is not much we can suggest.


The next step would be to open a support ticket.

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.

If this is some sort of an Internet discounter providing your MAC address or your Polycom devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Polycom device from.

If 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


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 Visitor

Re: SoundStation IP 6000 has no audio on outgoing calls. NOT the MAC range or Software

I felt that I had provided a majority of that information request and am not sure I would want to post more details to an open forum (vs a trouble ticket).  As it appears this is not enought I will just send this unit back. 


Message 3 of 3