# Troubleshooting ### Polycom Admin Password
**Regular default Polycom password**`456`
**Our version of the admin password**`147456`
**Admin menu for Polycom 330**`Menu => Settings => Advanced => `
**Accessing the Polycom web admin****What is the standard way to access? Use the Admin / Polycom password**
### Reset To Factory
Menu Steps1\. 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:
cableTry replacing cable
jackPossibly need to network-test the jack
switch configNot 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 ``` ``` reg 1 ``` ``` no override_server ```
**Idle Screen URL**``` polycom ``` ``` 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 ``` ``` reg 1 ``` ``` sip_extension ```
**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 ``` ``` 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](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/-directory.xml ``` **Single tenant system** ``` /var/tftpboot-files/secure/Contacts/-directory.xml ``` **Multi-tenant hosted uses "secure"
**Search**``` find /var/tftpboot-files/ | grep ```
**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**``` ``` Add an extra "|3" to the timeOut Save ``` asterisk -rvvv ``` ``` sip notify polycomReboot ``` 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 ```
### 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" ;tag=37A25335-380B2AAC To: ```
**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" ;tag=37A25335-380B2AAC To: ```
### 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] == 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](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](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](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)