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Provision Policom IP335 phone for PureCloud Voice

  • 1.  Provision Policom IP335 phone for PureCloud Voice

    Posted 08-15-2019 12:28
    ​We are new to PureCloud, but wanted to know if anyone had an success provisioning a polycom IP 335 phone with PureCloud Voice..  There is a specific Server user and password what should be enter  to connect to the PureCloud Voice Provisioning server Portal..   We have attempted to use our PureCloud logon and password but failed.. 

    #Telephony

    ------------------------------
    Shalom Benzaquen
    Anthem, Inc.
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  • 2.  RE: Provision Policom IP335 phone for PureCloud Voice

    GENESYS
    Posted 08-15-2019 14:07
    Normally there is no user and password required for provisioning, unless you configured the Base Settings to require one in PureCloud administration.

    Have you followed the phone setup steps in the Resource Center?

    https://help.mypurecloud.com/articles/configure-base-settings-phones-purecloud-voice/

    https://help.mypurecloud.com/articles/provisioning-phones-purecloud-voice/ (Option 3, essentially, since you are using the web interface rather than DHCP or ZTP)

    As an aside, the default username/password assigned to the phone by Provisioning is admin/1234. Polycom's default is admin/456.

    ------------------------------
    George Ganahl GCP (PureCloud) ICCE CCXP
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 3.  RE: Provision Policom IP335 phone for PureCloud Voice

    Posted 08-16-2019 09:38
    Thank you Shalom for posing the question here for provisioning the Polycom IP335.

    Greetings George,

    I've gone thru these articles prior and didn't find a solution.

    On the provisioning settings for the phone I enter the URL ​http://phonediscovery.mypurecloud.com and below there is a section asking for Server User and Server Password.  Initially I left blank but because it wasn't working I tried to use my user name as it's associated to the phone on the portal.

    Here are a portion the logs relative to what I think is the problem. if that help understand more.  I have confirmed the MAC address is accurate also.

    000010.196|copy |*|03|Server 'phonediscovery.mypurecloud.com' said 'contacts/0004f2afa4b6-directory.xml' is not present
    000010.484|cfg  |*|03|Prov|Starting to update
    000010.936|copy |*|03|Server 'phonediscovery.mypurecloud.com' said '0004f2afa4b6.cfg' is not present
    000010.936|cfg  |4|03|Prov|Provisioning failed due to curl error code:22 and respCode:404
    000011.046|copy |*|03|Server 'phonediscovery.mypurecloud.com' said '000000000000.cfg' is not present
    000011.046|cfg  |4|03|Prov|Provisioning failed due to curl error code:22 and respCode:404
    000011.050|cfg  |4|03|Prov|Download of master configuration file failed
    000011.050|cfg  |4|03|Prov|Trying to boot from existing configuration
    000011.060|cfg  |4|03|Prov|Not setting device parameters since configuration was not updated.
    000011.060|cfg  |*|03|Prov|Finished updating configuration
    000011.664|copy |*|03|Server 'phonediscovery.mypurecloud.com' said 'logs/0004f2afa4b6-boot.log' is not present
    000011.664|log  |4|03|UtilLogC::uploadFifoLog: upload error. protocol 0 result = -1
    000012.212|copy |*|03|Server 'phonediscovery.mypurecloud.com' said '0004f2afa4b6-boot.log' is not present
    000012.214|log  |4|03|UtilLogC::uploadFifoLog: upload error. protocol 0 result = -1
    000012.216|log  |4|03|Failed to upload boot log on start up.
    000012.462|copy |*|03|Server 'phonediscovery.mypurecloud.com' said 'logs/0004f2afa4b6-app.log' is not present
    000012.464|log  |4|03|UtilLogC::uploadFifoLog: upload error. protocol 0 result = -1
    000012.762|copy |*|03|Server 'phonediscovery.mypurecloud.com' said '0004f2afa4b6-app.log' is not present
    000012.764|log  |4|03|UtilLogC::uploadFifoLog: upload error. protocol 0 result = -1
    000027.340|copy |*|03|Server 'phonediscovery.mypurecloud.com' said 'languages/Website_dictionary_language_en-us.xml' is not present

    Thank you in advance for your assistance provisioning this Polycom phone.  This is a sample of all our phones so it's important we configure and understand.

    Phil


    ------------------------------
    Phillip Newberry
    HealthSun
    ------------------------------

    Original Message


  • 4.  RE: Provision Policom IP335 phone for PureCloud Voice

    GENESYS
    Posted 08-16-2019 09:56
    Phillip,

    The messages you posted seem to indicate the phone is not created properly in your PureCloud Organization settings under Phones, though I cannot know for sure. Make sure you have the MAC address properly set as 0004f2afa4b6 in the Hardware ID field for that phone and under the Network>Provision setting it shows "From the PureCloud provisioning service".


    ------------------------------
    George Ganahl GCP (PureCloud) ICCE CCXP
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 5.  RE: Provision Policom IP335 phone for PureCloud Voice

    Posted 08-16-2019 10:12
    George,

    I've tried both same result.  Attached is the log without the colons.

    Phil​

    ------------------------------
    Phillip Newberry
    HealthSun
    ------------------------------

    Original Message


  • 6.  RE: Provision Policom IP335 phone for PureCloud Voice

    Posted 08-16-2019 10:17
    ​

    ------------------------------
    Phillip Newberry
    HealthSun
    ------------------------------

    Original Message


  • 7.  RE: Provision Policom IP335 phone for PureCloud Voice

    GENESYS
    Posted 08-16-2019 10:37
    Edited by Shalom Benzaquen 08-16-2019 10:56
    Sorry, I'm not seeing the log attached...

    Just to verify, you have PureCloud Voice, correct?
    (Not that PureCloud Voice is required to use it, but this thread started with a post about PCV configuration)
    ------------------------------
    George Ganahl GCP (PureCloud) ICCE CCXP
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 8.  RE: Provision Policom IP335 phone for PureCloud Voice

    Posted 08-16-2019 10:48
    George,

    We are pending purchasing Purecloud and awaiting the SOW.  With that, we are using the trial to become more familiar.  I just set the phone to factory default and was able to connect but it shows disconnected on the portal and only SIP calls are allowed from the phone.  

    I believe the solution is as follows.

    Set the phone to factory default.

    Under provisioning, set the URL to Purecloud

    No username or password

    Phil

    ------------------------------
    Phillip Newberry
    HealthSun
    ------------------------------

    Original Message


  • 9.  RE: Provision Policom IP335 phone for PureCloud Voice

    GENESYS
    Posted 08-16-2019 12:11
    I switched my IP335 over to using http://phonediscovery.mypurecloud.com as the Server Address in the phone's Web configuration. Server Type HTTP. No user or password.

    The phone provisioned first try (note that the Server Address automatically changes to https://phone-home.us-east-1.mypurecloud.com or something similar, which is intended).

    I am able to place inbound and outbound calls to/from the phone, full audio.

    So, I know it works with an IP335 (ones sold after 2010, that is, per the Resource Center).

    @Phil Newberry make sure you have your phone trunks and external trunks set up correctly. Check out the old videos I did...they are good enough to get the idea for phone trunks, even though they are out of date:

    https://help.mypurecloud.com/articles/configure-a-sip-phone-trunk-tutorial-videos/
    ​
    Also check the settings on your External Trunks, and your Site configuration, Edge settings...everything needed to get external calls flowing.

    There are some old eLearning exercise at training.mypurecloud.com that can be helpful, even though they are several years old.

    ------------------------------
    George Ganahl GCP (PureCloud) ICCE CCXP
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 10.  RE: Provision Policom IP335 phone for PureCloud Voice

    Posted 08-16-2019 16:56
    Hi,

    Thank you.  Still not able to make calls​

    ------------------------------
    Phillip Newberry
    HealthSun
    ------------------------------

    Original Message


  • 11.  RE: Provision Policom IP335 phone for PureCloud Voice

    GENESYS
    Posted 08-19-2019 10:06
    Where is your external trunk configured to send the calls? A telephony provider/telco/SIP Trunking provider?

    ------------------------------
    George Ganahl GCP (PureCloud) ICCE CCXP
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 12.  RE: Provision Policom IP335 phone for PureCloud Voice

    Posted 08-19-2019 11:24
    ​Hi George,

    Where is that setting on the Portal?

    ------------------------------
    Phillip Newberry
    HealthSun
    ------------------------------

    Original Message


  • 13.  RE: Provision Policom IP335 phone for PureCloud Voice

    GENESYS
    Posted 08-19-2019 11:57
    I am unclear what you mean by "the Portal", since that is not a term we use in PureCloud for configuration. (We also don't document using the phone's web interface for setup, though obviously you can use it.)

    ------------------------------
    George Ganahl GCP (PureCloud) ICCE CCXP
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 14.  RE: Provision Policom IP335 phone for PureCloud Voice

    Posted 08-19-2019 12:39
    Edited by Phil Newberry 08-19-2019 12:39
    We are using the trial and I don't see where to select ​telephony provider/telco/SIP 

    Can you elaborate?


    ------------------------------
    Phillip Newberry
    HealthSun
    ------------------------------

    Original Message


  • 15.  RE: Provision Policom IP335 phone for PureCloud Voice

    GENESYS
    Posted 08-19-2019 13:23
    The PureCloud Resource Center has articles regarding how to configure your External Trunks and your Phone Trunks:

    https://help.mypurecloud.com/articles/about-trunks/

    You also need to make sure your Site is set up including the Outbound Route:

    https://help.mypurecloud.com/articles/about-sites/

    And make sure your Edge Network Interface settings are correct:

    https://help.mypurecloud.com/articles/configure-network-interface-edge/

    Even though the eLearning is outdated, you should probably go through the first two lessons of the Setting Up section of Communicate training at https://training.mypurecloud.com/course/purecloud-communicate/

    ------------------------------
    George Ganahl GCP (PureCloud) ICCE CCXP
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 16.  RE: Provision Policom IP335 phone for PureCloud Voice

    Posted 08-19-2019 13:46
    ​Hi

    On the pure cloud trial the menu options are slightly different but yes after review all this is already in place and not working  I'm able to route a test call from the web interface but the phone can't make calls

    ------------------------------
    Phillip Newberry
    HealthSun
    ------------------------------

    Original Message


  • 17.  RE: Provision Policom IP335 phone for PureCloud Voice

    Posted 02-14-2020 13:03
    Hi,

    Circling back on this, we are using Genesys as our carrier.  Where would this be within the Genesys Pure Cloud configuration?

    Phil

    ------------------------------
    Phil Newberry
    HealthSun
    ------------------------------

    Original Message


  • 18.  RE: Provision Policom IP335 phone for PureCloud Voice

    GENESYS
    Posted 02-14-2020 15:20
    There is a specific setup for provisioning Polycom IP phones with PureCloud Voice.

    If you are configuring the phone manually for a test, the directions are at
    https://help.mypurecloud.com/articles/manually-configure-provisioning-information-for-polycom-soundpoint-phones/

    The main thing is to use the right provisioning server URL for your region:

    For PureCloud Voice use the appropriate phone provisioning endpoint address for your region: 

    Region Phone Discovery Address
    US East http://phonediscovery.mypurecloud.com
    US West http://phonediscovery.usw2.pure.cloud
    EU West http://phonediscovery.mypurecloud.ie
    EU Central http://phonediscovery.mypurecloud.de
    APNE http://phonediscovery.mypurecloud.jp
    APSE http://phonediscovery.mypurecloud.com.au

    If you are using DHCP, set Option 160 to use that URL (and make sure the phones are set up to use Option 160).

    Also:

    Note: Phone provisioning requires that a Polycom SoundPoint base setting exists in PureCloud.

    ------------------------------
    George Ganahl GCP (PureCloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 19.  RE: Provision Policom IP335 phone for PureCloud Voice

    Posted 02-14-2020 16:12
    Hi,

    We have changed the default admin password on the phone so I matched with Genesys Cloud.  I trust this accurate.  With that presented and following, it appears there nothing changed.  

    I'm not sure, but is it possible that the Genesys Provisioning isn't matching the MAC address address?

    0020.820|sip |*|03|Fast Boot Measurement Point: Ready for Call, uptime: 20.818 sec.
    000020.832|app1 |5|03|Corporate directory instance does not exists.
    000020.858|sys |*|03|0x9586cc70 (tDhcpcStateTask): arp_check: No reply, addr not used
    000020.892|dns |4|03|doDnsLookupForList: given NULL hostname in task tSntpGet
    000023.012|utilm|4|03|uBLFCompressed: File /ffs0/local/local-directory_xml.zzz does not exist or is empty
    000023.124|copy |*|03|Server 'phonediscovery.mypurecloud.com' said '000000000000-directory.xml' is not present
    000023.128|utilm|4|03|uBLFCompressed: File /ffs0/local/local-directory_xml.zzz does not exist or is empty
    000025.270|cfg |4|03|Prov|Provisioning failed due to curl error code:22 and respCode:503
    000025.332|copy |*|03|Server 'phonediscovery.mypurecloud.com' said '000000000000.cfg' is not present
    000025.334|cfg |4|03|Prov|Provisioning failed due to curl error code:22 and respCode:404
    000025.336|cfg |4|03|Prov|Download of master configuration file failed
    000025.336|cfg |4|03|Prov|Trying to boot from existing configuration
    000025.342|cfg |4|03|Prov|Provisioning failed

    ------------------------------
    Phil Newberry
    HealthSun
    ------------------------------

    Original Message


  • 20.  RE: Provision Policom IP335 phone for PureCloud Voice

    GENESYS
    Posted 02-14-2020 16:31
    From here, I have no clue how you have the phone set up, or the Admin settings you have in PureCloud for the phones and Base Settings, or how you have DNS set up at your location to resolve the URL...

    I really can't troubleshoot from here.

    The main clue is that you show a 404 error at 000025.34 which says that somewhere along the way the initial server the phone is talking to cannot resolve the URL used for provisioning.

    If you are manually configuring the phones rather thyan using DHCP, make sure you are setting a DNS server that is connected to the internet and that can resolve the URL.

    ------------------------------
    George Ganahl GCP (PureCloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 21.  RE: Provision Policom IP335 phone for PureCloud Voice

    Posted 02-17-2020 09:41
    Are there any other FQDN's besides what's below?

    The provisioning URL for a local Edge is either:

     

    • The IP address and port (default = 8088) of a local Edge, for example, 192.168.100.50:8088
    • The domain address of the Edge if a DNS record exists for your Edges, for example, Customer-Domain.com/PureCloudEdges

    For PureCloud Voice use the appropriate phone provisioning endpoint address for your region: 

    Region Phone Discovery Address
    US East http://phonediscovery.mypurecloud.com
    US West http://phonediscovery.usw2.pure.cloud
    EU West http://phonediscovery.mypurecloud.ie
    EU Central http://phonediscovery.mypurecloud.de
    APNE http://phonediscovery.mypurecloud.jp
    APSE http://phonediscovery.mypurecloud.com.au


    ------------------------------
    Phil Newberry
    HealthSun
    ------------------------------

    Original Message


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