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Polycom SoundStation IP 5000 on my IPOffice 500 v1 R5.26

Posted on 2012-03-28
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Last Modified: 2012-04-07
I've been trying to get my Polycom® SoundStation® IP 5000 to work on my IP Office 500 v1 R5.26 system.

I've tried Following this article, though have not had any luck in getting the Phone to communicate with the IP Office system.

https://devconnect.avaya.com/public/flink.do?f=/public/download/dyn/IP5000-IPO.pdf 

We have the 'SIP Trunk Channels' 5 count License. Enabled the LAN SIP Trunks,and Registrar, followed the Docs in the above article, though no love.

Is this a IPOffice 500 V1 vs V2 things? The Article above does mention that it was done on a V2 system.

Any Insight would be helpful!
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Question by:stownsen
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Expert Comment

by:Frank Mayer
ID: 37781976
Hi,
to troubleshoot a general problem like this is very difficult. As you have seen there are several hundreds of different setup scenarios possible with all these settings.
To go to each step of the mentioned installation is cumbersome, especially doing this via a forum or a mail.
The only hints i can give you: Forget the webbased configuration settings of the Polycom phone. They should be setup using a TFTP or ftp server with preconfigured settings files. The reason is that only a few settings can be done via webgui. The webgui settings have their own memory allocation on the phone which supersedes those done by a setup server. So you have to make sure when using a simple tftp server that the phone is completely resetted beforehand (disable webgui administration in the setup file....)
In the same directory where you put your config file for this phone you will find logfiles which are written while doing the setup and registration procedure. Those should contain hints what is going wrong with your registration at the sip trunk.
Your avaya Office should provide some logs too. So you get an idea wether the phone is already contacting the server or the phone has already a configuration issue before doing so. As you have access to phone and sip-server those information should be sufficient to get things rolling.
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Author Comment

by:stownsen
ID: 37782193
Thank you for your reply! Sorry, I'm pretty new at this... Much of this was initially setup by the Avaya Installer.  

Before I go through your reply, Someone mentioned I might have the Wrong Licenses, which I'm hoping the Log files you mention would tell me.  I have SIP Trunk Licenses, not SIP Endpoint Licenses. I'm going to guess that the Trunk licenses cannot also be used for SIP Endpoint Devices?

You mention: "In the same directory where you put your config file for this phone" I'm not 100% sure where that is.   The 'file server' that the phones point to is the VMProServer.   Its looking for a file called '46xxsettings.txt' When looking for that file on the VMProServer I can see it in the folder C:\Program Files\Avaya\IP Office\Manager though I do not see any Log files. The only thing even close to having a Current Date are the Backup Configuration files.

I've been to System, System Events, Alarms
  from there I added a Syslog Alarm and pointed it to my SyslogD server and ticked all the checkboxes so it will log everything.   When looking through that log there is no mention of 'License' no mention of 'SIP'  The Extension that we are using for the SIP Endpoint does come up, though only in this context:

ATR|WriteRebootWhenFree|Administrator|user name|192.168.0.123(svripoffice)|00-24-81-f7-71-b5|Success|Extn.User*|..451...|
3 ATR|WriteMerge|Administrator|user name|192.168.0.123(svripoffice)|00-24-81-f7-71-b5|Success|Extn.User|..451.ConfRmLftSpkr..|

Open in new window


This  looks more like the times we have manipulated the Extension's settings and did a merge/reboot.


Thanks again for your reply...
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by:Frank Mayer
ID: 37782387
i was referring to the logfiles written by the polycom phone itself.
But yes its probebly a good idea to doublecheck the license for those sip devices.
i have no idea how the business model of avaya looks like. As there are several unknowns in this setup i would like to help but as you have a vaild license for your office product i suggest you really ask those avaya helpline for support.....That will be much faster i guess :)
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stownsen earned 0 total points
ID: 37796624
Not sure the issue, though I think the IP 5000 we have is either Older than the one in that Doc, or something...  Its also referencing IPOffice 500 V2, which we have a V1.

So After Mucking with it a bit I came across this Document:
https://devconnect.avaya.com/public/download/dyn/Polycom-SS-IPO.pdf

Its for a IPOffice 412 and Polycom IP6000..   So the Firmware in the IPO is similar, though the Instructions were about the same.

I Wiped the IP 5000, and followed the info in the older document. Most of the Differences are in configuring the Polycom. They mention using the SIP tab and configuring the Outbound Proxy and Server 1 with only the Phone info on the Line tab, where as the newer Document just talks about  just configuring everything on the Line Tab and not using the SIP tab.

Its all working... Now to get a 2nd License and see if we can Duplicate it on a 2nd phone! (-;
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Expert Comment

by:Frank Mayer
ID: 37796636
Thanks for the Reply!!!
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Author Closing Comment

by:stownsen
ID: 37818662
Having the Right firmware versions for the right documents is critical here I see.
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