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Desk Phones - OpenSIP Integration

CX-5500 (only), SoundPoint IP, Soundstation IP and Duo, Soundstructure VoIP, Trio 8800, VVX

Escalation Requirements

Information Needed
Detailed Problem Description	Example: VVX500 will drop calls after an hour into the conference, this has been recreated in the customer environment. This issue only happens over the customer internal network. I have sent a detailed description of the customers network environment, The date and times the issue started, as well as my troubleshooting steps to replicate the problem. I have tried to flash erase the phone by holding the # and * and reinstall the factory software. I have attached the Packet Capture.
Answer to the questions	How many phones experience this problem? When the problem start happening? What changed? What kind of PBX and version of PBX are you using? Please verify and provide us with the SIP and Updater versions running on the phone. Have you tried updating software? What steps can you provide to reproduce the issue? Please let us know how you are provisioning the phone? HTTP, FTP, TFTP, or the WEB

Information Needed

Detailed Problem Description

Example: VVX500 will drop calls after an hour into the conference, this has been recreated in the customer environment. This issue only happens over the customer internal network. I have sent a detailed description of the customers network environment, The date and times the issue started, as well as my troubleshooting steps to replicate the problem. I have tried to flash erase the phone by holding the # and * and reinstall the factory software. I have attached the Packet Capture.

Answer to the questions

How many phones experience this problem?
When the problem start happening? What changed?
What kind of PBX and version of PBX are you using?
Please verify and provide us with the SIP and Updater versions running on the phone.
Have you tried updating software?
What steps can you provide to reproduce the issue?
Please let us know how you are provisioning the phone? HTTP, FTP, TFTP, or the WEB

Files Needed:
Support Information
Packet Captures	Packet Captures are essential in helping resolve suspect network related issues. Packet Captures can be gathered with a laptop from a mirrored port on the switch.
Files to Include	We will need to see your mac.cfg, phone1.cfg, and sip.cfg file as well as any files that may be called in from your mac.cfg file. The override file on your provisioning server mac-phone.cfg. The phones application and boot log files. We will also need you to provide your configuration files and logs (both the mac-boot.log and mac-app.log files) for PGS review
Date & Time of the incident	Include all the relevant information as far as the IP address of the product in question, who’s connected to whom and their IP address, when was the issues seen / heard etc.