[asterisk-users] OT: Polycom IP330 user problem

[Mark Hamilton]

Something very similar had happened to our Polycom's. Somehow a qualify=yes
for all those peers seemed to solve it.

Try it if it's not enabled already.

-----Original Message-----
From: asterisk-users-bounces at lists.digium.com
[mailto:asterisk-users-bounces at lists.digium.com] On Behalf Of Bill
Michaelson
Sent: October 18, 2008 3:16 PM
To: asterisk-users at lists.digium.com
Subject: [asterisk-users] OT: Polycom IP330 user problem

I recently sent this email to a user in response to a problem report of
phone calls going to voicemail without the phone ringing.  I'm wondering if
I've covered all bases, or whether there is some logical explanation I
haven't considered, and generally what others' opinions/experiences are that
relate.  This is an Asterisk system, of course.
-------

I looked at the server logs for the phone call missed by XXXX.  They
indicate that the call came in at 15:32:25, and was routed to her telephone
at 15:32:32.  This timed out after about 25 seconds as it should if
unanswered, and was sent to voicemail at 15:32:58.

I called BBBBBB and asked her to check the phone display.  She told me that
the phone logged an unanswered call at 15:32:32, precisely in accordance
with the server log.

This leaves two possible conjectures:

    * The telephone, for whatever reason, did not ring in response to
      the incoming call signal which it obviously received.
    * The telephone ringer was not audible or noticeable to XXXX for
      some other reason.

For the first possibility, I can think of three circumstances that would
cause this:

    * If the handset is slightly ajar, i.e., off-hook, the phone will
      make no sound, but log the call.  Upon receipt of the message
      waiting notification, it will start blinking.  Eventually, the
      phone reverts to on-hook status by itself even if the handset is
      still ajar.
    * If the alert code for silent ring is set, the line annunciator
      will flash silently to indicate the call coming in.
    * If the phone is malfunctioning anything can happen.

There is no indication that silent ring alert was set, nor is there any
current configuration setting that should cause this.  That leaves three
bullet points for us to consider.  I can follow up with one:

I will research this as thoroughly as I can to see if there are any reports
of malfunctions by Polycom IP330 phones that conform to this behavior, or if
there are any other possible explanations for the events that I've
overlooked.

If you would like to follow up in any other way, let me know what I can do
to help.