Genesys Cloud CX

 View Only
Discussion Thread View
  • 1.  Polycom 311 is not registering in PureCloud

    Posted 09-26-2022 20:29
    Hi, not sure if anyone has experienced this.  After provisioning the polycom phone it shows non operational.
    #SIP/VolP

    ------------------------------
    Claudette Reid
    Financial Debt Recovery Limited
    ------------------------------


  • 2.  RE: Polycom 311 is not registering in PureCloud

    GENESYS
    Posted 09-29-2022 06:44
    Hello Claudette,

    I advise to endorse this issue with Genesys Cloud Product Support via opening a Support Case. There are many factors that cause this and getting Product Support to look at your scenario will help find root cause. I would say working with them is the best path to move forward.

    If you have opened a case already, perhaps you can give further details on what you are experiencing by sharing here what you have done and what has happened, as well as the feedback you've received from Product Support. More information will allow folks here to give better advice based on their experiences.

    ------------------------------
    Nico Feliciano
    Genesys - Employees
    ------------------------------



  • 3.  RE: Polycom 311 is not registering in PureCloud

    Posted 09-30-2022 14:19
    Hi Nica,

    Yes I open a ticket and sent the logs, and I received feedback.

    ------------------------------
    Claudette Reid
    Financial Debt Recovery Limited
    ------------------------------



  • 4.  RE: Polycom 311 is not registering in PureCloud

    Posted 09-29-2022 07:31
    Hi @Claudette Reid,

    ​I have a customer who is having the similar problem with the hardphone states, in my case they are Polycom VVX 450.

    They have been working on fixing it for a week (at least in my case with Customer Support) and supposedly it is a BUG in the platform that they are working on correcting.

    There are several scenarios, in some cases they appear as "Non-operational", other times as "Partially Operational", "/!Operational" (this is because we have two lines in a phone and one registers and the other does not), etc...

    The Development team is working on the following ServOps ticket 30957.

    Maybe this information will help you, I hope so.

    Best regards.

    ------------------------------
    Carlos Camacho Jimenez
    Telefonica Soluciones de Informatica Y Comunicaciones De España SAU
    ------------------------------



  • 5.  RE: Polycom 311 is not registering in PureCloud

    Posted 09-29-2022 12:43
    Carlos thanks!    It is appreciated.  I have opened a ticket with Polycom as well as I was informed that the phone may need to be added to the ZTP database.





  • 6.  RE: Polycom 311 is not registering in PureCloud

    Posted 09-30-2022 04:36
    Hi Claudette,

    I have 2x Polycom IP331 phones provisioned with Genesys Cloud @ Frankfurt
    ​ and both are working fine.
    IP331 phones are out of support by poly.
    PLease check if your phones are at the latest firmware version 4.0.15.1047 that you can get only via phone web-UI. From the poly download matrxi you can just download version 4.0.15.1009. But even this version is working well at my phones.

    To check the issue you can raise the log level for SIP and TLS to debug and analyze the log file.

    BR, Robert

    ------------------------------
    Robert Herms
    arvato Systems GmbH
    ------------------------------



  • 7.  RE: Polycom 311 is not registering in PureCloud

    Posted 09-30-2022 14:05
    Thanks Robert, I will update the firmware.  Hopefully this is what is missing.

    ------------------------------
    Claudette Reid
    Financial Debt Recovery Limited
    ------------------------------



  • 8.  RE: Polycom 311 is not registering in PureCloud

    Posted 09-30-2022 05:19
    Hi @Claudette Reid, in our case it was also necessary to activate ZTP on the Polycom phones, but there are still registration issues.

    The status is random, it is possible that at first they register fine, but after a few minutes they start to unregister and re-register, they even get completely unregistered against the two edges.

    For us it is paralyzing the production release with a customer, I hope they solve this bug fast. According to what we were told there were more customers affected.

    Additionally what @Robert Herms tells you is also true, it is necessary to update the firmware and use the indicated one.

    Best regards. ​​

    ------------------------------
    Carlos Camacho Jimenez
    Telefonica Soluciones de Informatica Y Comunicaciones De España SAU
    ------------------------------



  • 9.  RE: Polycom 311 is not registering in PureCloud

    Posted 09-30-2022 15:38
    Yes I hope this bug is resolve soon.

    @ Everyone, thanks for the feedback; have a great weekend.​

    ------------------------------
    Claudette Reid
    Financial Debt Recovery Limited
    ------------------------------