Genesys Cloud CX

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  • 1.  Adding a Polycom 331 soundpoint.

    Posted 10-05-2022 00:12
    Edited by Nathan McKay 10-05-2022 12:30
    I want to add a Polycom 331 sound point phone to our Genesys cloud setup. I see tons of settings to set for the genesys cloud side of things, but hardly anything at all about what goes into the phones.

    I know this is probably documented somewhere else, but all I see is Manually configure the provisioning information for the Polycom SoundPoint IP phone - Genesys Cloud Resource Center (mypurecloud.com)

    I have made a phone with base settings and the hardware ID defined as the MAC address, and the phone seems to reach out to the server defined in the settings according to the firewall, but the phone keeps reporting it could not reach the server despite it reaching whatever device is on the address https://phone-home.usw2.pure.cloud and the firewall showing valid communications.


    It turns out it was saying that but something different was going on.
    Im pulling this from syslog

    Wed Oct 5 09:44:36 2022;172.16.0.59; <134>Oct 5 13:44:35 172.16.0.59 1005134435|copy |*|00|Server 'phone-home.usw2.pure.cloud' said 'logs/0004f2a9555b-boot.log' is not present
    Wed Oct 5 09:44:36 2022;172.16.0.59; <134>Oct 5 13:44:35 172.16.0.59 1005134435|copy |*|00|Server 'phone-home.usw2.pure.cloud' said '0004f2a9555b-boot.log' is not present
    Wed Oct 5 09:44:41 2022;172.16.0.59; <128>Oct 5 13:44:40 172.16.0.59 1005134440|app1 |6|00|Manual Reboot
    Wed Oct 5 09:44:44 2022;172.16.0.59; <134>Oct 5 13:44:43 172.16.0.59 1005134443|wdog |*|00|Watchdog Expired: tApp1
    Wed Oct 5 09:45:15 2022;172.16.0.59; <134>Oct 5 13:44:37 172.16.0.59 1005134437|lldp |*|00|No Native VLAN found
    Wed Oct 5 09:45:15 2022;172.16.0.59; <134>Oct 5 13:44:37 172.16.0.59 1005134437|lldp |*|00|No Auxiliary VLAN found
    Wed Oct 5 09:45:15 2022;172.16.0.59; <134>Oct 5 13:44:37 172.16.0.59 1005134437|lldp |*|00|LLDP power usage is 3.7 Watts.
    Wed Oct 5 09:45:16 2022;172.16.0.59; <134>Oct 5 13:45:15 172.16.0.59 1005134515|copy |*|00|Server 'phone-home.usw2.pure.cloud' said '000000000000.cfg' is not present
    Wed Oct 5 09:45:16 2022;172.16.0.59; <131>Oct 5 13:45:15 172.16.0.59 1005134515|cfg |4|00|Prov|Download of master configuration file failed
    Wed Oct 5 09:45:16 2022;172.16.0.59; <131>Oct 5 13:45:15 172.16.0.59 1005134515|cfg |4|00|Prov|Trying to boot from existing configuration
    Wed Oct 5 09:45:16 2022;172.16.0.59; <131>Oct 5 13:45:15 172.16.0.59 1005134515|cfg |4|00|Prov|Provisioning failed
    Wed Oct 5 09:45:21 2022;172.16.0.59; <128>Oct 5 13:45:20 172.16.0.59 1005134520|app1 |6|00|Error application is not present.
    Wed Oct 5 09:45:21 2022;172.16.0.59; <128>Oct 5 13:45:20 172.16.0.59 1005134520|app1 |6|00|Uploading boot log, time is WED OCT 05 13:45:21 2022

    Wed Oct 5 09:45:22 2022;172.16.0.59; <134>Oct 5 13:45:21 172.16.0.59 1005134521|copy |*|00|Server 'phone-home.usw2.pure.cloud' said 'logs/0004f2a9555b-boot.log' is not present
    Wed Oct 5 09:45:22 2022;172.16.0.59; <134>Oct 5 13:45:21 172.16.0.59 1005134521|copy |*|00|Server 'phone-home.usw2.pure.cloud' said '0004f2a9555b-boot.log' is not present
    Wed Oct 5 09:45:27 2022;172.16.0.59; <128>Oct 5 13:45:26 172.16.0.59 1005134526|app1 |6|00|Manual Reboot
    Wed Oct 5 09:45:30 2022;172.16.0.59; <134>Oct 5 13:45:29 172.16.0.59 1005134529|wdog |*|00|Watchdog Expired: tApp1
    Wed Oct 5 09:45:41 2022;172.16.0.59; <131>Oct 5 13:45:40 172.16.0.59 1005134540|ethf |4|00|utilEthFilter: Trigger dynamic filter Multicast
    Wed Oct 5 09:46:01 2022;172.16.0.59; <134>Oct 5 13:45:23 172.16.0.59 000009.300|lldp |*|00|No Native VLAN found
    Wed Oct 5 09:46:01 2022;172.16.0.59; <134>Oct 5 13:45:23 172.16.0.59 000009.300|lldp |*|00|No Auxiliary VLAN found
    Wed Oct 5 09:46:01 2022;172.16.0.59; <134>Oct 5 13:45:23 172.16.0.59 000009.300|lldp |*|00|LLDP power usage is 3.7 Watts.
    Wed Oct 5 09:46:03 2022;172.16.0.59; <134>Oct 5 13:46:02 172.16.0.59 1005134602|copy |*|00|Server 'phone-home.usw2.pure.cloud' said '000000000000.cfg' is not present
    Wed Oct 5 09:46:03 2022;172.16.0.59; <131>Oct 5 13:46:02 172.16.0.59 1005134602|cfg |4|00|Prov|Download of master configuration file failed
    Wed Oct 5 09:46:03 2022;172.16.0.59; <131>Oct 5 13:46:02 172.16.0.59 1005134602|cfg |4|00|Prov|Trying to boot from existing configuration
    Wed Oct 5 09:46:03 2022;172.16.0.59; <131>Oct 5 13:46:02 172.16.0.59 1005134602|cfg |4|00|Prov|Provisioning failed
    Wed Oct 5 09:46:08 2022;172.16.0.59; <128>Oct 5 13:46:07 172.16.0.59 1005134607|app1 |6|00|Error application is not present.
    Wed Oct 5 09:46:08 2022;172.16.0.59; <128>Oct 5 13:46:07 172.16.0.59 1005134607|app1 |6|00|Uploading boot log, time is WED OCT 05 13:46:08 2022

    Wed Oct 5 09:46:09 2022;172.16.0.59; <134>Oct 5 13:46:08 172.16.0.59 1005134608|copy |*|00|Server 'phone-home.usw2.pure.cloud' said 'logs/0004f2a9555b-boot.log' is not present
    Wed Oct 5 09:46:09 2022;172.16.0.59; <134>Oct 5 13:46:08 172.16.0.59 1005134608|copy |*|00|Server 'phone-home.usw2.pure.cloud' said '0004f2a9555b-boot.log' is not present
    Wed Oct 5 09:46:14 2022;172.16.0.59; <128>Oct 5 13:46:13 172.16.0.59 1005134613|app1 |6|00|Manual Reboot
    Wed Oct 5 09:46:17 2022;172.16.0.59; <134>Oct 5 13:46:16 172.16.0.59 1005134616|wdog |*|00|Watchdog Expired: tApp1
    Wed Oct 5 09:46:48 2022;172.16.0.59; <134>Oct 5 13:46:10 172.16.0.59 1005134610|lldp |*|00|No Native VLAN found
    Wed Oct 5 09:46:48 2022;172.16.0.59; <134>Oct 5 13:46:10 172.16.0.59 1005134610|lldp |*|00|No Auxiliary VLAN found
    Wed Oct 5 09:46:48 2022;172.16.0.59; <134>Oct 5 13:46:10 172.16.0.59 1005134610|lldp |*|00|LLDP power usage is 3.7 Watts.
    Wed Oct 5 09:46:48 2022;172.16.0.59; <131>Oct 5 13:46:12 172.16.0.59 1005134612|ethf |4|00|utilEthFilter: Trigger dynamic filter Multicast
    Wed Oct 5 09:46:49 2022;172.16.0.59; <134>Oct 5 13:46:48 172.16.0.59 1005134648|copy |*|00|Server 'phone-home.usw2.pure.cloud' said '000000000000.cfg' is not present
    Wed Oct 5 09:46:49 2022;172.16.0.59; <131>Oct 5 13:46:48 172.16.0.59 1005134648|cfg |4|00|Prov|Download of master configuration file failed
    Wed Oct 5 09:46:49 2022;172.16.0.59; <131>Oct 5 13:46:48 172.16.0.59 1005134648|cfg |4|00|Prov|Trying to boot from existing configuration
    Wed Oct 5 09:46:49 2022;172.16.0.59; <131>Oct 5 13:46:48 172.16.0.59 1005134648|cfg |4|00|Prov|Provisioning failed
    Wed Oct 5 09:46:54 2022;172.16.0.59; <128>Oct 5 13:46:53 172.16.0.59 1005134653|app1 |6|00|Error application is not present.
    Wed Oct 5 09:46:54 2022;172.16.0.59; <128>Oct 5 13:46:53 172.16.0.59 1005134653|app1 |6|00|Uploading boot log, time is WED OCT 05 13:46:54 2022

    I have no idea what to do from here.


    #Implementation
    #SIP/VolP
    #Telephony

    ------------------------------
    Nathan McKay
    Insite Support Services, Inc.
    ------------------------------


  • 2.  RE: Adding a Polycom 331 soundpoint.

    Posted 10-06-2022 13:48
    Are you in the West or East region?  Did you specify a base configuration for the SoundPoint IP 331?  Be sure to follow all of these base settings:  Polycom SoundPoint IP 331 settings - Genesys Cloud Resource Center (mypurecloud.com)

    Looks like that Genesys Cloud is not finding the MAC address for the phone to the config is not correct for that type of phone.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Adding a Polycom 331 soundpoint.

    Posted 10-10-2022 10:41
    West Region. We did specify a base configuration for the soundpoint 331, and the settings on the link.

    I totally agree that it seems that genesys cloud doesn't seem to find the MAC, but every way I look the MAC ID looks to be the same.

    ------------------------------
    Nathan McKay
    Insite Support Services, Inc.
    ------------------------------



  • 4.  RE: Adding a Polycom 331 soundpoint.
    Best Answer

    Posted 10-12-2022 08:58
    Found out that the issue was the phones were too up to date. Lowering the firmware to be the minimum specified by Genesys resolved the issue.

    ------------------------------
    Nathan McKay
    Insite Support Services, Inc.
    ------------------------------