Polycom Soundpoint stops receiving incoming call

[johnny2000]

I have a Polycom soundpoint IP650, It used to received calls, for more than a week now it doesn't received any inbound calls. I have 6 lines configured and the other 5 lines are remotely connected to my office and have no issues with inbound/outbound. Only the line setup for freephoneline that stop receiving inbound calls, which was working until just this past 2 weeks. The phone is registered with my account, I can make an outbound call but no inbound. Anybody here who is using polycom soundpoint and have issue with inbound calls? Thank you.

[Liptonbrisk]

Ensure that Do Not Disturb is not enabled for your FPL line on your IP Phone.

Registration is a requirement for incoming calls.

When (with FPL's SIP credentials/VoIP unlock key) there are multiple devices/softphones/lines using the same account, only the most recent registration is valid. The previous device will lose registration, and, consequently, incoming calls will not work on it. This is especially important to consider if someone else is using your SIP credentials (username and password) that are found after logging in at https://www.freephoneline.ca/showSipSettings or if you're trying to register your FPL account with a smartphone SIP app (or FPL desktop app) or with another device. Registration is required for incoming calls. It is not required for outgoing calls. Only one registration per FPL account is allowed at any time. A single line on an IP phone is one registration. A SIP app is another. A more significant concern, though, is that multiple registration attempts can lead to temporary IP bans. The more devices being used with the exact same FPL account can make the temporary ban happen more quickly. Each time you reboot or restart your IP phone or SIP app, it's attempting to register with Freephoneline again. Multiple registration attempts within a short period can result in temporary IP ban.


1. What brand and model modem are you using?

a) If you're using a modem/router combo, gateway, or hub issued by your ISP (and are NOT using your own additional separate router), contact your ISP to ask for assistance for disabling SIP ALG in the modem/router combo, gateway, or hub. Disable SIP ALG.

2. What brand and model router are you using? What firmware version is being used?

a) Make sure whatever modem/router combo, gateway, or hub your ISP gave you is in bridge mode if (and only if) you are using your own separate router as well. Call/contact your ISP if you have to.

3.Login in at https://www.freephoneline.ca/showSipSettings

a) What does "Sip Status" indicate?
b) Please note that if "SIP User Agent" does not reflect a device you're using, someone else is using your Freephoneline VoIP unlock key.

Only one registration is permitted at any time per Freephoneline VoIP unlock key. Registration is a requirement for incoming calls but not for outgoing calls.

4. On IP Phone navigate to Menu -> Status -> Network -> TCP/IP Parameters-->view device LAN IP address on phone, and use it to login via a web browser
Default username is Polycom
Default Password is 456



5.A. Navigate to Lines-->Line use for FPL-->--Identification


i) Both Address and Auth User ID are your FPL SIP username (found after logging in at https://www.freephoneline.ca/showSipSettings).
ii) Authentication Password is SIP Password from https://www.freephoneline.ca/showSipSettings

save


B. Navigate to Lines-->Line use for FPL-->--Server
i) Change server address in IP Phone to "voip4.freephoneline.ca" without the quotation marks.
ii) Port is 6060 (transport is UDP);
iii) Transport is UDPonly;
iv) Expires is 3600 seconds;
v) Retry time out should be 120 seconds
vi) Subscription Expiresis 3600 seconds (1 hour)
vii) Register: Yes

Save

6. Navigate to Settings--->Network--->NAT
a) Keep Alive Interval is 20 seconds

save settings

And, unfortunately, I can't see full menu settings listed in https://support.polycom.com/content/dam ... -guide.pdf
If you want to provide me with a full setting list (screenshot), I might be able to provide further suggestions.
Particularly, the same local SIP port should not be used for any line.


Save settings.

Reboot router (wait for it to be fully up and running first)-->Reboot IP Phone


6. After logging in at https://www.freephoneline.ca/showSipSettings
SIP Status needs to show "connected"
"SIP User Agent" needs to show your IP Phone

7. Try incoming calls

[johnny2000]

I use a different phone soundpoint ip5000, only one line to make sure that there is no other lines on the phone. As I mentioned before it was working for years inbound/outbound calls. I have inserted the images of the account on freephoneline site and the configuration on the phone itself. I have a fiber connection from Telus, and I have a pfsense firewall/router.

[Liptonbrisk]

I'll look at this a bit more later.

But can you please edit or remove your FPL phone number from these screenshots? It's a privacy issue (for you).

Edit: I'll just delete the pics.

[Liptonbrisk]

I have a Polycom soundpoint IP650

I use a different phone soundpoint ip5000

For testing, correct?

As I mentioned before it was working for years inbound/outbound calls

Sound familiar?

viewtopic.php?f=8&t=20292

I've had an account since Nov, 2019 and up to now haven't had any issues. It started last week when I noticed I wasn't receiving any incoming calls.

And then suddenly . .

viewtopic.php?f=38&t=20221&p=79060#p79060

pfSense is the issue. I decided to reinstall a fresh version and not reinstall a backup of my config file. So in a nut shell it's just pfSense with a WAN interface and LAN interface and the default outbound NAT rule.
After this setup I was able to receive once again incoming calls.

Moreover, issues can occur in users' routers, such as NAT corruption, without them doing anything. Consequently, users stating that nothing has changed on their end doesn't necessarily mean very much.
Refer to point D from viewtopic.php?f=8&t=20199#p78976. Point D shouldn't apply in this situation if everything has been working fine before for years with the exact same router and firmware version, but it has applied to plenty of others who claim everything was working fine before.

Also, if anyone has been using specific IP addresses in the past for FPL servers (manual DNS entries in a router, for example--or allowing specific IPs to passthrough a firewall), note that they may have changed.




1. Anyway, make sure Do Not Disturb is disabled (I think it's listed under the "Features" menu).

2. Have you determined whether incoming calls from all carriers (Telus, Rogers, Bell, etc.) don't work, or is it just from certain, specific numbers?

3. It might not make a difference, but change "Transport" to "UDPOnly" in IP Phone Line for FPL.

FPL only uses UDP transport.

4. I'm trying to find where "nat.keepalive.interval" is located.
That needs to be set to 20 seconds.

"nat.keepalive.interval" value "20"


Edit: Found it.

Settings--->Network-->NAT-->Keep-Alive Interval should be 20 seconds.

5. If you see a SIP Keep Alive setting somewhere, enable it. I'm not sure if that setting exists. I'm having trouble trying to find a manual that's useful for showing the web UI settings.

I have a fiber connection from Telus

6. Are you using a Telus Wi-Fi Hub? Or are you using ONT only?

For Telus Wi-Fi Hubs, put LAN port 1 on the Hub in bridge mode (I've had to go through this process before for a family member). Then connect pfSense router to LAN port 1.
Alternatively, contact Telus and ask them how to enable bridge mode.

pfsense firewall/router

Attach the IP Phone directly to your Telus Wi-Fi Hub just to test to see whether the problem goes away.
If it does, then the problem involves pfsense.

If incoming calls still don't work when completely bypassing pfsense (while Telus Hub is in bridge mode), then don't bother with steps 7 to 11.



7. Ensure that you aren't using Siproxd and VLAN (unless you have no other choice) in pfsense.

8. In pfsense, allow incoming from 162.213.111.21 (voip4.freephoneline.ca)

Someone with pfense had a related issue here: viewtopic.php?f=8&t=20272#p79393.

9. Try again with incoming calls.

10. If that doesn't work, also allow incoming from 208.85.218.149 and 208.85.218.150 (FPL's RTP IPs for the media/audio stream)

11. And if that doesn't work, look at viewtopic.php?f=38&t=20221&p=79060#p79060