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

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)