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 184.108.40.2062 (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. 5.0.8.0935.
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?
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:
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
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.
Polycom Global Services
If official support is required please check how to phone or open a case here----------------
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.