Polycom Desk Phones reporting Unregistered periodically...

[TArtusa]

We are using Zoom with a group of older Polycom desk phones. They work fine most of the time, but periodically all phones will report as Unregistered. I have check the firewall and Internet connection and there is no disruption in connectivity.

I was wondering if there a way to allow keep-alives from Zoom through my firewall without opening to many ports or IPs through.

[justinmarthaler]

We're having similar behavior with newer Poly phones (Edge e350) models.  Periodically, we will see "line unregistered".  For a few moments, the phone is unresponsive, then it recovers.  At other times, users will report that the phone has the wrong time.  As soon as they pick up the handset or initiate some action on the phone, the time seems to adjust.  We haven't been able to figure out why this disruption seems to happen.

[chauscottvano]

Same problems here with both Edge e350 as well as older vvx 350 phones.  Would like to find a solution!

[Dpacioni]

We have a similar issue with Poly 550E, our voice vlan bypass the firewall so doesn’t seems to be a network issues

[Eliot]

hi tartusa,

sounds like some type of intermittent network issue. 

what network components are you using:

Connection to the internet - cable, dsl, fiber, 5g wireless

Ask your ISP to check your internet connection.

Upload and download speeds, billed and tested actual

cable modem or fiber bpon/gpon device – up to date firmware.  Try rebooting.

firewall – check for up to date firmware, software, virus definitions

firewall - Zoom Phone and Poly ip ranges permitted –

Zoom network firewall or proxy server settings

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0060548

Router – up to date firmware and software.  Try rebooting the router.

Network switches – check for up to date firmware

Network switch ports – connecting to Poly phones with issue

Patch cable category – 5e, 6, 6a, 7, 7a certified connecting to Poly phones with issue.  Try a known good patch cable.

Poly phones – what models are you using?  check that your poly phones are zoom certified and correct firmware is installed.

Zoom Phone Certified Hardware

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0060242

Try implementing quality of service on your local area network to prioritize Zoom Phone traffic on your network.

Implementing Quality of Service for Zoom Phone

If I am reading your description correctly, sometimes the phones become Unregistered.  This may indicate something is occurring locally and or on the network.  Local large file downloads and uploads and streaming can consume a lot of bandwidth.  Networks experiencing overloading may drop packets which are retransmitted later.  This works well for streaming and file transfers but not for real time voice and video. I experienced a problem where users were complaining about poor internet connections, and it turned out a user was constantly downloading movies and streaming.

I suggest testing your internet connection both during business hours and outside of business hours to see what upload and download speeds, latency, jitter and packet loss you have.  Some free tools include download versions of ookla speedtest and  Speed Test by Measurement Lab.  PingPlotter is one low cost tool with more features and a free trial Test Your Network for Free Today | PingPlotter.  You can also use windows Start CMD Ping to see latency and packet loss.  Ping has options to do a continuous ping -t and you should it run for 24 hours.  With continuous ping on, you can see real time latency and packet loss at the time your Poly phones show unregistered.

If you have a business or education plan, you can use zoom phone qos dashboard.

Viewing the Zoom Phone quality of service dashboard

Zoom has some built-in network testing tools.  Please see support articles

Zoom Network Connectivity Tool

Simulating VoIP calls using the network tool (zoom.com)

Please see your zoom support options based on your account profile.

Getting Help from Zoom Support | Contact Us

Did my response answer your question? If so, please don't forget to mark the reply as an accepted solution.

thanks,  eliot

[TArtusa]

That is a lot of copy/paste. We have had VOIP phones here for over 8 years and have never had this issue. We have redundant Internet paths (one fibre at 100mbps and a cable going 350mbps), our phones are a little old IP450 and IP650. Both are on the list of unsupported but they work for the most part.

I will try out the Zoom testing options and see if they can offer any additional advice.

[Eliot]

hi tartusa,

assuming your IP650 is poly soundpoint IP 650, it is supported for now.  please check that you have firmware 4.0.14.1580 installed. i did not see IP 550 listed.

depending on how your redundant internet paths are set up, you could have a situation where your connection is flapping between the two paths.  you could test this by temporarily disconnecting one internet connection.

Did my response answer your question? If so, please don't forget to mark the reply as an accepted solution.

thanks,  eliot