Skip to main content

Troubleshooting

Polycom Admin Password

Regular default Polycom password 456
Our version of the admin password

147456
Admin menu for Polycom 330

Menu => Settings => Advanced => <password>
Accessing the Polycom web admin

What is the standard way to access? Use the Admin / Polycom password

Reset To Factory

Menu Steps

1. Go to Menu > Settings > Advanced
2. Enter the password 147456
3. Go to Admin Settings

4. Reset To Defaults
5. Reset To Factory

Phone not connecting / Not initializing / constantly rebooting

Plug the phone directly into the switch in the closet. If the phone boots up correctly, then this is an issue with any of the following:

cable Try replacing cable
jack Possibly need to network-test the jack
switch config

Not allowing the phone on the voice VLAN or having the wrong VLAN.

  • Boiling Springs uses Vlan 90
  • Bergen uses VLAN 55

See custom notes on the system: /etc/network/interfaces

Example to set to VLAN to our default of 50:

menu => settings => advanced => pw: 147456 => Ethernet => vlan => vlan 50
check connected IPs

asterisk -rvvv

sip show peers


Transfer Log aka Provisioning Log

What When a phone gets its configuration, it downloads it from the provisioning server.
Location 
/var/log/pure-ftpd/transfer.log

Any other locations on other systems?
Search IP or compressed lowercase MAC
Example 
grep 50.51 /var/log/pure-ftpd/transfer.log

Can search for just the last two octets
Example 
grep 588d /var/log/pure-ftpd/transfer.log

Can search for just the last few characters of a MAC
Tip If a phone downloads sip.ld twice then it's probably doing a firmware update
Tip The last thing the phone downloads is the ringtones, but only if there are ringtones to be downloaded 
192.168.50.51 - PlcmSpIp [28/Aug/2017:09:55:26 -0400] "GET /var/tftpboot/0004f248588d.cfg" 200 336
192.168.50.51 - PlcmSpIp [28/Aug/2017:09:55:26 -0400] "GET /var/tftpboot/2345-12375-001.sip.ld" 200 0
192.168.50.51 - PlcmSpIp [28/Aug/2017:09:55:26 -0400] "GET /var/tftpboot/phone6322.cfg" 200 2656
192.168.50.51 - PlcmSpIp [28/Aug/2017:09:55:27 -0400] "GET /var/tftpboot/site.cfg" 200 7880
192.168.50.51 - PlcmSpIp [28/Aug/2017:09:55:27 -0400] "GET /var/tftpboot/sip.cfg" 200 21622
192.168.50.51 - PlcmSpIp [28/Aug/2017:09:55:32 -0400] "PUT /var/tftpboot/Logs/0004f248588d-boot.log" 200 5907
192.168.50.51 - PlcmSpIp [28/Aug/2017:09:55:32 -0400] "PUT /var/tftpboot/Logs/0004f248588d-app.log" 200 26614
192.168.50.51 - PlcmSpIp [28/Aug/2017:09:55:55 -0400] "GET /var/tftpboot/0004f248588d.cfg" 200 336
192.168.50.51 - PlcmSpIp [28/Aug/2017:09:55:58 -0400] "GET /var/tftpboot/2345-12375-001.sip.ld" 200 4970628
192.168.50.51 - PlcmSpIp [28/Aug/2017:09:56:32 -0400] "GET /var/tftpboot/0004f248588d.cfg" 200 336
192.168.50.51 - PlcmSpIp [28/Aug/2017:09:56:35 -0400] "GET /var/tftpboot/2345-12375-001.sip.ld" 200 3932160

CLI aka Command Line Interface

Finding the MAC / IP via

Caller ID


 
show extension status filter_by callerid_name like dave
-----------------------------------------------------------------------------------------------------------------------------
|  Exten  |  Phonegroup  |  CallerID       |  MAC           |  Type     |  Agent  |  IP             |  Port  |  Status      |
-----------------------------------------------------------------------------------------------------------------------------
|  6239   |  internal    |  Dave Plaza     |  0004f2a669ad  |  Polycom  |  yes    |  192.168.51.99  |  5060  |  OK (18 ms)  |
|  6280   |  internal    |  Dave Scalfani  |  0004f22c9fa3  |  Polycom  |  no     |  192.168.51.51  |  5060  |  OK (16 ms)  |
-----------------------------------------------------------------------------------------------------------------------------

Finding the MAC / IP via

Extension

 
show extensions status filter_by extension like 239
--------------------------------------------------------------------------------------------------------------------------
|  Exten  |  Phonegroup  |  CallerID    |  MAC           |  Type     |  Agent  |  IP             |  Port  |  Status      |
--------------------------------------------------------------------------------------------------------------------------
|  6239   |  internal    |  Dave Plaza  |  0004f2a669ad  |  Polycom  |  yes    |  192.168.51.99  |  5060  |  OK (19 ms)  |
--------------------------------------------------------------------------------------------------------------------------
Other search terms 
phonegroup_name
mac
ip_address

Switch to Configuring Extension from Polycom => reg 1

 
sip_extension

Switch to Configuring Polycom from Extension

 
polycom

Take Out Override

Provisioning Server

 
polycom <mac>
reg 1
no override_server
Idle Screen URL 
polycom <mac>
idle_screen_url "https://65.51.69.82/pbx/polycom/PolycomIdleStatus.fcgi?exten=653"

External HTTPS

idle_screen_url "http://192.168.50.1/pbx/polycom/PolycomIdleStatus.fcgi?exten=653"

Internal HTTP

Setting or changing the extension of a polycom

 
configure
polycom <mac>
reg 1
sip_extension <exten>
Getting rid of an extension

Same as above except for the last line

no sip_extension
Renaming an extension

configure

rename extension <existingExten> <newExten>
Switching the extension to a different phone

First need to get rid of the extension (within the polycom config) just like above "no sip_extension"

Then configure the new extension for the polycom just like above
Setting a DID 
configure
extension <exten>
did <10-digit-number>
Check Class Of Service for international dialing on an extension

Configure the extension and then show. The cos is set to international

extension 373
 always_autoanswer no
 call_screening no
 callerid_name "Bob Smith"
 callerid_number 373
 cos kwi_internal+local+ld+intl
If a phone is not hitting the provisioning server - especially for like-new or grade-b phones - could have harcoded provisioning programmed into the phone itself

Get ip address from the menu on the polycom
simpleproxy -L 9000 -R 192.168.50.208:80
http://kwi-a.client:9000
Default polycom pass is 456
Our password is 147456
Settings → provisioning → clear server address
Set username and password to PlcmSpIp
Set server type to FTP
Utilities->reboot phone

Polycom Directory Files

What Contact files for presence and monitoring extensions
Location 
/var/tftpboot-files/Contacts/<mac>-directory.xml

Single tenant system

/var/tftpboot-files/secure/Contacts/<mac>-directory.xml

Multi-tenant hosted uses "secure"
Search 
find /var/tftpboot-files/ | grep <mac>


What Site file - contains digit map
Location

/var/tftpboot-files/site.cfg

Single tenant system

/var/tftpboot-files/secure/site.cfg

Multi-tenant hosted uses "secure"
Hack way to force a reboot 
<digitmap dialplan.digitmap="***x.T|**x.T|*x.T|x.T|+x.T" dialplan.digitmap.timeOut="3|3|3|3|3"/>

Add an extra "|3" to the timeOut

Save

asterisk -rvvv
sip notify polycomReboot <device>

Undo the extra |3 in the timeOut

Save

Apache Access Log

What
Location 
/var/log/apache2/secure-access.log
Tip

Get Phones Script

What Search for phones
Location 
/apps/bin/getPhones.pl
Usage 
/apps/bin/getPhones.pl | grep <device>

DHCP Log

What
Location 
/etc/dhcpd.conf
Search

Daemon Log

What
Location 
/var/log/daemon.log

Search

Customer AEL

What
Location 
/etc/asterisk/ael/custom/customer.ael

Usage

 
asterisk -rvvv
ael reload

Packet Sniffing

What Debugging provisioning server
Tip Search DHCP log for mac address to find the IP
Usage 
tcpdump -i eth1 host 192.168.50.226 -A -s0

Using external provisioning server and maybe should be local

 
09:01:53.150684 IP 192.168.50.226.sip > 41334552.cst.lightpath.net.sip: SIP, length: 532

E..0....@.....2.A3ER........REGISTER sip:65.51.69.82:5060 SIP/2.0
Via: SIP/2.0/UDP 192.168.50.226;branch=z9hG4bKc695b930AE8872ED
From: "Miguel Yanez" <sip:653@65.51.69.82>;tag=37A25335-380B2AAC
To: <sip:653@65.51.69.82>
Accidentally using HTTPS for provisioning

 

09:01:56.656688 IP 192.168.50.226.63288 > 41334552.cst.lightpath.net.https: Flags [S], seq 2152593281, win 8192, options [mss 1460], length 0 E..,..@.@.....2.A3ER.8...M......`. ..S........ 09:01:57.150117 IP 192.168.50.226.sip > 41334552.cst.lightpath.net.sip: SIP, length: 532

E..0....@.....2.A3ER........REGISTER sip:65.51.69.82:5060 SIP/2.0
Via: SIP/2.0/UDP 192.168.50.226;branch=z9hG4bKc695b930AE8872ED
From: "Miguel Yanez" <sip:653@65.51.69.82>;tag=37A25335-380B2AAC
To: <sip:653@65.51.69.82>

 

Blocking Incoming Numbers

What If for example a fax machine keeps calling and you want to block it
File /etc/asterisk/ael/custom/trunks_in.ael

Example on BSSB-A

 
context trunkhandler_pbx-sip-t1 {
  _X. => {
    // Stupid fax machine keeps calling (2014)
    if (("${CALLERID(num)}" == "7023660961") || ("${CALLERID(num)}" == "7023894930")) {
      Zapateller();
      Hangup();
    }

    if (("${CALLERID(num)}" == "3152854391")) { Zapateller(); Hangup(); } // Block requested Jeff 2016-07-22
    if (("${CALLERID(num)}" == "8885994209")) { Zapateller(); Hangup(); } // Block requested Jeff 2017-09-06
    ...
  }
}

Channel Tracing

What Figuring out what the heck happened to a call-detail style
File 
/var/log/asterisk/full
/var/log/asterisk/full.1
/var/log/asterisk/full.2.gz

and many more .gz files
Example 
[2017-09-05 14:51:29.716] VERBOSE[1477] chan_sip.c: [2017-09-05 14:51:29.716] == <SIP/317-0000130f> New Call (Type: SIP) From: Stann Gravesande <317> (Destination: 671@cos_kwi_internal+local+ld+intl,1)
Search
  • Can search for a date/time with maybe an hour if known "2017-09-05 14". For busy systems this is not ideal.
  • Can search for "New Call" just to find new calls, there may be thousands of calls to find
  • Can search for callerid name like "Stann Gravesande", much more specific
  • Can seach for "<317>" as the incoming callerid number
  • Can seach for "Destiation: 671" which is the number or extension being called
Secondary Search Once the New Call is found, grab the channel <SIP/317-0000130f>
Tracing By Channel 
/apps/bin/asterisk_trace_call -c 'SIP/317-0000130f' -d 2017-09-05

That parses through the full.* files and displays the detailed call trace
Tracing By Call Log 
/apps/bin/asterisk_trace_call -l 3624783

That parses through a few full.* files based on the information it finds in the log_asterisk.call_log table

/apps/bin/asterisk_trace_call -lc | grep 7175588105

List all calls and then grep for a certain phone number

https://i.thinq.com => Origination (inbound calls to our call center - rounting into a phone number)

=> Uncompleted

ANI - Prefix with a 1 to a 10 digit number

Updating Polycom Firmware

Still TODO

so with the provisioning server there's a few things to do

in /var/tftpboot-files i already uploaded the 5.6 firmware

so, i make a backup directory with the current firmware

i do like sip-5.4 or whatever the old one is

if you cat sip.ver

it'll tell you the current version

i copy sip.cfg and sip.ver into the backup path

and *.sip.ld as well

and then i mkdir sip-5.6

cd sip-5.6

unzip ../Polycom-UC…etc.etc5-6.zip

and then copy the sip.ver ..

and then cp Configs/sip-interop.cfg ../sip.cfg

and then cp *.ld ..

and then once you have everything in /var/tftpboot-files

then you need to copy all those to public and secure as well

sip.cfg, sip.ver, and *.sip.ld

Adding Permission To A Mailbox For Office 365

https://portal.office.com/adminportal/home#/homepage 

Users => active users => select user => mail settings => mailbox permissions => edit

Then can Add which displays the users and can search for "Global Administrator"

https://outlook.office365.com

Right click "Global Administrator" name and then click "Add Shared Folder"

Type in the name to search for and add it

It takes quite a while for the new permissions to take effect

Setting up a "Like New" Phone

Always check on the "Provisioning Server" configuration section of the phone.

Phones of this type were often configured to be provisioned somewhere else, and need to have:

  • "Server" setting cleared entirely
  • User and password set to PlcmScIp (that's lower case L 1st, capital i 2nd)



No Comments
Back to top