Not Receiving Any Calls to Polycom Handset RRS feed

  • Question

  • Hi, 

    I am just wondering if there are any steps to troublehsoot a Polycom device that we have connected to Lync.  

    The device has a DDI number assigned.  It can dial out without problems.  However when you call the number it seems to pause once answered for 20 seconds then hangs up.  Not sure if this is a cert issue, SIP trunk issue or something else?


    Thursday, May 10, 2012 4:03 PM


All replies

  • Do you have the monitoring server deployed?  Lok at the call details for the end of the call.  That should point you in the direction.  Post them if you need help.


    Thursday, May 10, 2012 5:14 PM
  • Can you provide more details about the configuration and use case?  Which device, what firmware version, are you natively registered or using a gateway, etc.

    Jeff Schertz | Microsoft Solutions Architect - Polycom | Lync MVP

    Thursday, May 10, 2012 7:06 PM
  • Thanks Both, 

    There is no Monitoring server deployed, however I have asked for this now,

    The setup is basic with a Single FE server and Edge.  However the Polycom sits across a VPN with a DHCP helper configured on the termination point.  This send DHCP requests fro the phone on a local 2008 DHCP server.

    The Polycom is a CX3000 with Firmware version v 4.0.7576.0

    I have just check the Event Viewer and the only Warning is for Event ID 14507 - Task Category 1001



    Friday, May 11, 2012 9:45 AM
  • be aware that Lync across a VPN is not a Microsoft supported senario.

    shooting from the hip: I expect something funny with vpn. Remove the vpn and see what happens.

    +Say thanks and observe basic forum courtesy:
    +If this post answered your question, Mark As Answer
    +If this post was helpful, Vote as Helpful

    windowspbx blog: my thots/howtos
    see/submit Lync suggestions here: simple and public

    • Edited by Matt LandisMVP Friday, May 11, 2012 12:33 PM
    • Proposed as answer by Noya Lau Monday, May 28, 2012 10:49 AM
    • Marked as answer by Noya Lau Monday, June 4, 2012 11:01 AM
    Friday, May 11, 2012 12:32 PM
  • Please also update your Lync 2010 Phone Edition according to KB2672349.

    And here’re some Tools and Services for Managing and Troubleshooting Devices. Have a check.

    Noya Lau

    TechNet Community Support

    Monday, May 14, 2012 9:27 AM