Problems with VOIP

Please direct me in the right path if this is the incorrect forum etc.

My company uses CommPartners for VOIP and were having alot of errors with the phones giving us, "This device is not registered on the network" errors. Which we have to reboot the phone and it fixes that. Another one is calls just completely dropped.

Earl :

Please direct me in the right path if this is the incorrect forum etc. My company uses CommPartners for VOIP and were having alot of errors with the phones giving us, "This device is not registered on the network" errors. Which we have to reboot the phone and it fixes that. Another one is calls just completely dropped.

can you please provide some more information; such as the exact circumstance before you have these problems. also how do you connect to the internet? are you using the internet connection for other purposes that could be interfering? where on your network is the PBX/ATA located in relation to your router?

there are many thing that can prevent reliable VOIP connections. among them: issue's with the VOIP providers servers, improper configuration of the phones themselves, and issues with the networks(both your internal LAN and your internet subscription) being used to connect to the servers.

I'll try to be as specific as I can, bear with me though, I'm not an IT professional by any means. The Internet is wired into the office. From there it goes into one or two switches or hubs and then to our phones. We have 2 Polycom 301's and 1 Polycom 501. At sparradic moments we will pick up the receiver to make a call and get the recorded msg saying, "This device is not registered on the network". We then unplug the phone and plug it back in. Rebooting takes about 15 minutes, afterward it works.

Are you using their Linksys phone or another brand. What model?
Added you beat me to it!

Probaly you could also post the setup page for the phone.

Do all of the phones behave the same or is it just one or two?

dibsmft :

Are you using their Linksys phone or another brand. What model?

We have two Polycom 301 phones and one Polycom 501 phone. I hope that answers your question.

15 minutes to register is a very long time!

Did you set up the phones or was it done by the supplier. I wonder if you have conflicts with Ip addresses and or ports?

Sounds awfully like an iffy Internet link. If it is a broadband DSL connection some flakiness is to be expected, but not more than once or twice a day

Most phones seem to base their reconnection intervals on 30 or more minutes by default, if you reduce the registration period to about 5 minutes (300 seconds) then the odds of connecting will be a lot better.

It is not a fix, you still need to find out why the line is being dropped.

Well here is what is happening - support related - tell me what your reaction would be.

Initially our 3rd party supplier, a company I'm sure none of you will have ever heard of, OnShore (who apprears to be a buying this (bandwidth?) from CommPartners) shipped us the phones (and hubs/switches) told us to plug them in and we would be ready.

Now that we are having problems, they are saying we should hire an IT professional (although good advice looks to be very expensive) to figure out what they are sure is a problem within our network.

If the problem persists after this then it must be electrical? And we should hire an electrician.

How would you go about diagnosing such a problem? Is there some tests we can do to try to track down if it is our equipment? One problem is that even if I plug one of the phones strait into the internet connection from the wall, it may not happen for awhile. This error occurs at no given time.

I should have also asked if the voip line is shared with data transmission.

I would start by disconnecting everything connected to the network if that is possible and then test one of the phones. If the phone then works OK it is a matter of connecting everything else to find when the trouble starts. If the phone still fails then it is a bad internet connection or possibly the phone is incorrectly configured. If configuration is the problem you will need to configure them correctly.

dibsmft :

I would start by disconnecting everything connected to the network if that is possible and then test one of the phones. If the phone then works OK it is a matter of connecting everything else to find when the trouble starts. If the phone still fails then it is a bad internet connection or possibly the phone is incorrectly configured. If configuration is the problem you will need to configure them correctly.

Exactly, if you are having issues and don't want to spend money on a professional to set it up right, the best thing you can do is eliminate potential points of failure one at a time through tedius testing.

Do you have access to the polycom config files or the web interface?

I think compartners uses either linksys or broadsoft pbx!

Asterisk based system will be a better choice!

Make sure that you setup each Polycom its own port (5060, 5061, 5062. etc...) then port forward them if necessary from the router. You could also put the nat IP under the settings.


Ben,