Polycom Device Setup Guide - Provisioner Configuration

This comprehensive guide will walk you through configuring Polycom IP phones to work with ATCVoIP service using our provisioner system. Polycom devices offer excellent audio quality and advanced features when properly configured.

Prerequisites

Before beginning the setup process, ensure you have:

• Network Information:

  • DHCP-enabled network (recommended)
  • Static IP option available
  • VLAN settings (if applicable)
  • DNS server addresses

• ATCVoIP Account Details:

  • SIP username/extension
  • SIP password
  • Provisioner URL (provided by ATCVoIP)
  • MAC address of the Polycom device

• Physical Requirements:

  • Ethernet cable (Cat5e or better)
  • Power adapter or PoE switch
  • Network access for provisioning

Supported Polycom Models

This guide covers the following popular Polycom models:

VVX Series (Business Phones)

• VVX 150, VVX 201, VVX 300, VVX 310, VVX 400, VVX 410, VVX 500, VVX 600, VVX 601

SoundPoint Series (Legacy)

• SoundPoint IP 320, IP 321, IP 330, IP 331, IP 335, IP 430, IP 550, IP 560, IP 650, IP 670

Polycom Trio (Conference)

• Trio 8500, Trio 8800, Trio 8500 Pro, Trio 8800 Pro

Polycom VoxBox (Mobile)

• VoxBox 150, VoxBox 250

Initial Setup Process

Step 1: Physical Connection

1. Connect the Phone:

   • Plug Ethernet cable into the LAN port
   • Connect power adapter or use PoE
   • Wait for phone to boot (2-3 minutes)

2. Verify Network Connection:

   • Check for green LED on network port
   • Phone should display "No Service" initially
   • Note the IP address displayed on screen

Step 2: Access Phone Web Interface

1. Find Phone IP Address:

   • Press Menu → Status → Network → TCP/IP Parameters
   • Note the IP address (e.g., 192.168.1.100)

2. Access Web Interface:

   • Open web browser on computer
   • Navigate to http://[phone-ip-address]
   • Default credentials: admin / 456 (or admin / admin)

3. Change Default Password:

   • Go to Settings → Security → Password
   • Set new admin password
   • Important: Use strong password and keep it secure

Provisioner Configuration

Step 3: Configure Provisioner Settings

1. Navigate to Provisioning:

   • Go to Settings → Provisioning → Server

2. Basic Provisioning Settings:

   Server Type: HTTP
   Server Address: [ATCVoIP Provisioner URL]
   Server Port: 80 (or 443 for HTTPS)
   Server Path: /provision
   

3. Advanced Provisioning Settings:

   Provisioning Mode: HTTP
   Authentication: Basic
   Username: [Your Provisioning Username]
   Password: [Your Provisioning Password]
   

Step 4: Configure Device Identity

1. Device Information:

   Device Serial Number: [Auto-detected]
   MAC Address: [Auto-detected]
   Device Model: [Auto-detected]
   Firmware Version: [Current Version]
   

2. Provisioning Parameters:

   Provisioning Interval: 60 (minutes)
   Retry Count: 3
   Retry Interval: 30 (seconds)
   

Step 5: SIP Account Configuration

1. Account Settings:

   Line 1 Label: [Your Name/Extension]
   Line 1 Display Name: [Your Name]
   Line 1 Address: [Your SIP Username]
   Line 1 Authentication User ID: [Your SIP Username]
   Line 1 Authentication Password: [Your SIP Password]
   

2. Server Settings:

   Line 1 Server 1 Address: [ATCVoIP SIP Server]
   Line 1 Server 1 Port: 5060
   Line 1 Server 1 Transport: UDP
   

Advanced Configuration

Step 6: Audio and Codec Settings

1. Codec Configuration:

   Audio Codec 1: G.711u (PCMU)
   Audio Codec 2: G.711a (PCMA)
   Audio Codec 3: G.722
   Audio Codec 4: G.729
   

2. Audio Processing:

   Echo Cancellation: Enabled
   Noise Reduction: Enabled
   Automatic Gain Control: Enabled
   Voice Activity Detection: Enabled
   

Step 7: Network Configuration

1. TCP/IP Settings:

   DHCP: Enabled (recommended)
   Static IP: [If using static IP]
   Subnet Mask: [If using static IP]
   Gateway: [If using static IP]
   Primary DNS: [Your Primary DNS]
   Secondary DNS: [Your Secondary DNS]
   

2. VLAN Settings (if applicable):

   VLAN: Enabled
   VLAN ID: [Your Voice VLAN ID]
   VLAN Priority: 6
   

Step 8: Security Settings

1. SIP Security:

   SIP TLS: Disabled (unless required)
   SRTP: Disabled (unless required)
   SIP Digest Authentication: Enabled
   

2. Network Security:

   HTTPS: Enabled
   SSH: Disabled (unless needed)
   Telnet: Disabled
   

Model-Specific Configurations

VVX Series Configuration

VVX 500/600 (High-End Models)

Additional Settings:
- BLF (Busy Lamp Field): Configure for presence
- XML Applications: Enable for custom apps
- USB Headset: Enable if using USB headset
- Expansion Module: Configure if using EXP43
- Video Support: Enable if using video features

VVX 300/400 (Mid-Range Models)

Key Programming:
- Line Keys: Configure for extensions
- Speed Dial: Set up frequently called numbers
- BLF Keys: Configure for presence monitoring
- Soft Keys: Customize for common functions

VVX 150/201 (Basic Models)

Simplified Setup:
- Focus on basic calling features
- Limited key programming
- Basic audio settings
- Essential features only

SoundPoint Series Configuration

SoundPoint IP 650/670 (Legacy High-End)

Legacy Settings:
- Line Keys: Configure for extensions
- Feature Keys: Set up hold, transfer, etc.
- Audio Settings: Optimize for voice quality
- Display Settings: Configure for readability

SoundPoint IP 320/330 (Legacy Basic)

Basic Configuration:
- Essential calling features
- Basic audio optimization
- Simple key programming
- Standard display settings

Polycom Trio Configuration

Trio 8500/8800 (Conference Phones)

Conference Settings:
- Microphone Array: Enable
- Acoustic Echo Cancellation: Enabled
- Noise Reduction: High
- Automatic Gain Control: Enabled
- Conference Features: Enable all
- Bluetooth: Configure if needed

Provisioning Process

Step 9: Initial Provisioning

1. Trigger Provisioning:

   • Go to Settings → Provisioning → Server
   • Click Provision or Restart
   • Phone will download configuration from server

2. Monitor Provisioning:

   • Watch phone display for provisioning status
   • Check web interface for progress
   • Verify configuration download completion

3. Verify Configuration:

   • Check that SIP account is configured
   • Verify network settings are correct
   • Confirm audio settings are applied

Step 10: Testing and Verification

1. Registration Test:

   • Check phone display for "Registered" status
   • Verify account shows as active in web interface
   • Test incoming call to extension

2. Audio Test:

   • Make test call to another extension
   • Check audio quality in both directions
   • Test speakerphone and headset

3. Feature Test:

   • Test hold, transfer, conference
   • Verify voicemail access
   • Test speed dial and BLF keys

Troubleshooting Common Issues

Provisioning Failures

Symptoms: Phone shows "Provisioning Failed" or doesn't download configuration

Solutions:

1. Check Network Connectivity:

   • Verify internet access
   • Test provisioner URL accessibility
   • Check firewall settings

2. Verify Provisioner Settings:

   • Check provisioner URL
   • Verify authentication credentials
   • Ensure correct server path

3. Check Device Identity:

   • Verify MAC address is correct
   • Check device model compatibility
   • Ensure firmware is up to date

Registration Issues

Symptoms: Phone shows "Registration Failed" or "No Service"

Solutions:

1. Check SIP Settings:

   • Verify username and password
   • Check SIP server address
   • Ensure correct port number

2. Network Issues:

   • Test internet connectivity
   • Verify SIP server is reachable
   • Check firewall settings

3. Configuration Issues:

   • Re-provision device
   • Check for configuration errors
   • Verify account is active

Audio Quality Issues

Symptoms: Echo, static, one-way audio

Solutions:

1. Audio Settings:

   • Enable echo cancellation
   • Adjust noise reduction
   • Check automatic gain control

2. Network Issues:

   • Check bandwidth availability
   • Verify QoS settings
   • Test with different codecs

3. Device Issues:

   • Update firmware
   • Check audio device connections
   • Test with different audio devices

Maintenance and Updates

Step 11: Regular Maintenance

1. Firmware Updates:

   • Check for firmware updates monthly
   • Download from Polycom website
   • Follow update instructions carefully

2. Configuration Backups:

   • Export configuration files
   • Store securely for disaster recovery
   • Document any custom settings

3. Performance Monitoring:

   • Monitor call quality
   • Check for dropped calls
   • Review error logs

Step 12: Advanced Features

BLF (Busy Lamp Field) Configuration

For each BLF key:
- Type: BLF
- Value: [Extension Number]
- Label: [Person Name]
- Line: Line 1

Speed Dial Setup

For each speed dial:
- Key: [Programmable Key]
- Type: Speed Dial
- Value: [Phone Number]
- Label: [Contact Name]

Call Forwarding

Configure in web interface:
- Always Forward: [Destination]
- Busy Forward: [Destination]
- No Answer Forward: [Destination]
- No Answer Delay: 20 seconds

Security Best Practices

Network Security

1. VLAN Segmentation:

   • Place VoIP devices on separate VLAN
   • Configure appropriate QoS
   • Restrict access to voice network

2. Access Control:

   • Change default passwords
   • Use strong authentication
   • Limit administrative access

3. Monitoring:

   • Enable security logging
   • Monitor for suspicious activity
   • Regular security audits

Device Security

1. Physical Security:

   • Secure device location
   • Restrict physical access
   • Use security cables if needed

2. Configuration Security:

   • Encrypt configuration files
   • Secure backup storage
   • Regular security updates

Troubleshooting Reference

Common Error Messages

| Error Message | Cause | Solution | |---------------|-------|----------| | "Provisioning Failed" | Network/provisioner issue | Check network and provisioner URL | | "Registration Failed" | Wrong credentials/server | Check username/password/server | | "No Service" | Network connectivity | Check network connection | | "One Way Audio" | Firewall/RTP issues | Check firewall settings | | "Echo" | Audio feedback | Enable echo cancellation | | "Poor Quality" | Bandwidth/codec | Check bandwidth, change codec |

Diagnostic Commands

Network Testing

# Test provisioner connectivity
curl -I [provisioner-url]

# Test SIP server connectivity
telnet [sip-server] 5060

# Test network connectivity
ping [phone-ip]

# Check packet loss
ping -c 100 [sip-server]

Phone Diagnostics

1. Access Phone Logs:

   • Web interface → Settings → System → Log
   • Check for error messages
   • Monitor provisioning attempts

2. Network Information:

   • Phone menu → Status → Network
   • Verify IP configuration
   • Check DNS resolution

Support Resources

ATCVoIP Support

• Phone: [Your Support Number]
• Email: support@atcvoip.com
• Hours: Monday-Friday 8AM-6PM EST

Polycom Resources

• Website: www.polycom.com
• Documentation: Download user manuals
• Firmware: Latest firmware downloads
• Support: Technical support portal

Additional Resources

• Network Tools: Wireshark, SIPp
• Testing Tools: Speedtest, pingplotter
• Documentation: Keep this guide handy

Conclusion

Polycom devices offer excellent audio quality and advanced features when properly configured with our provisioner system. Follow this guide step-by-step, and don't hesitate to contact ATCVoIP support if you encounter issues.

Key Success Factors:

1. Accurate provisioner configuration
2. Correct network settings
3. Proper SIP account setup
4. Regular maintenance and updates
5. Thorough testing and verification

Remember: A properly configured Polycom device will provide reliable, high-quality voice communications for your business needs.

Need Help? Contact ATCVoIP support for assistance with:

• Complex provisioning issues
• Enterprise deployments
• Advanced configurations
• Troubleshooting assistance
• Performance optimization