Accessibility Skip to content
Article ID: 000053800
Last Modified Date: 10/12/2021
Access Level: Public

Polycom VoIP card on SoundStructure or phone is not able to register to Avaya PBX using SIP protocol. Other non-polycom phones working fine with Avaya server.

Network setup was correct, the non-polycom phones were working proplerly from within the same network. To double check credentials, I helped them remotely & requested they test the credentials using a Softphone app like Zoiper, the same credentials did not work on the Softphone which made me believe the issue was not on the Polycom product. I also used this URL to help customer realize that the phone was not registered to the SIP server.
https://support.polycom.com/global/documents/support/setup_maintenance/products/voice/soundstructure_voip_quick_upgrade_guide.pdf  
Taking a closer look - The phone was configured to use SIP protocol. The non-polycom phones, though they were using same Avaya server and it seemed like they did have proper network setup on VLANs, once I asked to remotely look at the non-polycom configuration I noticed these other phones were setup for H.323 & not SIP.