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/showSipSettingsa) 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/showSipSettingssave
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.pdfIf 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