trixbox Pro Gripe List
Submitted by 101100 on Tue, 04/22/2008 - 9:23pm.
So here are the major things that are really bothering me about Pro, in no particular order:
1. You cannot email a support question without a service plan in place. As an example, HUD lite has never worked since day one on #116412. I found a forum entry that described my problem exactly; something about a binary that didn't get renamed properly and required support to fix. I tacked on to this thread with my info, but have yet to hear back. I also looked at and tested every suggestion I could find. All email "avenues" return a "no support contract in place" message.
I'll buy it if I need it, but there should be some sort of mechanism for reporting issues encountered right after the install, especially on something that's supposed to work out of the box...
2. Better Polycom support for the newer phones. I'll hold off, as I'm reading about the new 2.0 flavor of Pro, but as of this writing, the IP550 sitting next to me is still complaining about the SIP.LD not being compatible, etc. The web console reports that my server needs no updates...
3. We moved into a new building and, as is their way, AT&T/SBC/Ameritech dropped the ball on the data circuit order. We had not Internet access for about 4 days, and no phones, either. The order to move the analog trunks went through on Friday. The Internet came back on Wednesday. I am using DHCP option 66 to point the Polycoms towards s116412.trixbox.fonality.com... Not the thing to do? I read that the system should continue to work fine, but my experience was otherwise. The trunks were up, so the server took VM's, but the phones didn't have their SNTP server, so the phones were doing the "Polycom blinking clock trick". Nobody could make an outside call, etc. Seemed odd. Problems disappeared once the Internet appeared.
4. Did I miss a memo about a new requirement for 3 digit extensions? I just noticed that this evening. We were two digits here. I added a phone and got the news that "28" was no good. This one wasn't on the list when I started this post.
Sorry for rambling.
Server 116412
Gripe Update
Wed, 04/23/2008 - 9:20am
12 or so hours later...
The problem I was having with three digit extensions seems to have gone away, except that I still cannot add a new extension unless I use three digits. All the currently entered two digit extensions are back to being recognized and working, so at least the attendant is functional again.
If I need to renumber everyone to 3 digits, from 2, I'll need to know why. HUD is also still not working.
If I need to order up a support contract to get these things in a timely fashion, would someone please tell me? What happens if I get support and it turns out to not be my fault (HUD)?
Also, I'll take it all (mostly...) back if I caused these things... ^_^
Server 116412
I'm sure Mike will address
Wed, 04/23/2008 - 9:42am
Gripe Post plus 20-ish hours
Wed, 04/23/2008 - 5:58pm
Still cannot add a new 2 digit extension, as the web portal is demanding three digits. HUD Lite is in the same state as it was on day 1; non-functional. The Polycom IP550's are still saying that SIP.LD is incompatible. So no new tale to tell.
My users are reporting that callers on hold are being disconnected at about the 3 minute mark, but I have yet to test this... Three minutes is a long time to hold after all, but this is a big building. They are also complaining about having to hit "Send" to transfer a call to another extension, and having to hit "Send" to call other extensions, but I have not confirmed this myself.
On the high side, I did get overhead paging working via an FXS port and some Valcom gear.
Indeed
Wed, 04/23/2008 - 7:46pm
I have about 15 or so two digit extensions now. They had a Lucent Partner prior to my insisting that they "needed" a new phone server, so all of these "little" things are making me look sorta bad, and they decided to not scrap out the Lucent just yet. The lucent started off with the operator station as 10. I simply transferred the existing station numbers into trixbox, and all was seemingly well (except for HUD...).
Recently they thought that extensions starting with 1x were acting oddly, so they renumbered all the 1x to 2x. This was just a few days back. Our move into the new building didn't complete until after the 15th, which was in the middle of the new 2.x rollout, if memory serves. Somewhere during this time, we lost the ability to have a 2 digit ext, but the system is just fine with the ones that already exist.
Gripe List: Day 3
Fri, 04/25/2008 - 6:57am
Let's recap:
1. HUD Lite still not functional.
2. Two digit extension issue. I had a new user start mid-week and cannot set him up with a two digit extension, like the other 15 users... I can give him a three digit extension, but c'mon now...
Sorry to harp on this, but the HUD thing is making me angry. If I need to pay to get this *free with Pro* feature to work, somebody please just tell me. Same with the extension thing. It worked prior to April 15th and now it doesn't.
Server 116412
Any update would be appreciated...
I will track down an
Fri, 04/25/2008 - 7:00am
I will track down an engineer to look into these issues for you. I'm not sure why they changed the extensions to a minimum of 3 digits although personally I would never recommend two digit extensions, but thats a personal preference unless they have some technical reason why it was changed.
Thanks Kerry
Fri, 04/25/2008 - 7:20am
And if it HAS to be three, all I ask is that somebody tell me. With <20 users, I can renumber them quickly, but you know how some people handle "change". I'm already getting heat for not being able to add the new guy, HUD, etc. but such is life.
People seem to be fine with their computers crashing daily or wiping out hours of work, but just make one tiny change to their phone and they want you run out of town on a rail, tarred and feathered.
Thanks again.
Is yesterday's webinar about 2.x available for online viewing?
Possible three digit wrinkle
Fri, 04/25/2008 - 8:17am
Kerry,
I had my onsite contact add the new guy as a three digit extension and reboot the Polycom. She states that if she onhook dials the new phone, all is well. If she picks up the phone and dials the same extension, her IP550 locks up after the second digit is pressed. It then reboots. I had seen this before today, but it was related to a user not using the "9" to start an outside call. The phone locked and restarted after they pressed the first digit, but starting with the 9 worked perfectly.
At the time, I figured that because I chose to use phones that were not on the officially supported list, this was my punishment. (^_^) Afterall, the problem only happened on the 550s and 330s, and not on the 430s.
Now that the IP550's are officially supported, I don't mind asking about it...
(FEATURE REQUEST) Redoing a phone might be a lot easier if we didn't lose the user mailbox each time we "take out" an extension. If mailboxes were re-selectable, much like sip phones are... This site has only been up for about a month, but I'm sure there is someone that has a saved voicemail that absolutely cannot be lost...
Thanks
You do not have the current
Fri, 04/25/2008 - 8:26am
You do not have the current firmware on your system or the phone would not be rebooting. Unfortunately because of how Asterisk works its not easy to reassign a mailbox although you can simply copy the voicemail files from one box to another if you know how to navigate around the Linux command line. I bet once they force the firmware update down the phone will work properly.
Let's hope so.
Fri, 04/25/2008 - 9:07am
I really do like the product. I've been following it since the days when Sugar CRM was still part of the basic build. My 8 to 5 job does a lot of I3 work, so Polycom phones are something I'm quite familiar with. My 5 to 8 job thinks that their per seat $$$ is a bit much for non-callcenter installs...
Once the bugs get ironed out with my first-ever Pro site, I plan on installing at least two more in very short order. My rationale for selecting Pro over CE was that the site would have a support mechanism in place on the odd chance that they decide not to keep me around, because the HUD didn't work... (zing!) Sorry...can't help it sometimes.
Thanks for the updates
Hi there,
I checked on your
Fri, 04/25/2008 - 4:24pm
Hi there,
I checked on your server and do see HUDlite running properly. Have you gone through the HUD FAQ to make sure everything's setup properly?
Let us know what you find! If you've gone through this and still have no luck, we can definitely investigate further.
http://www.trixbox.org/forums/trixbox-pro/hudlite-hud-pro-trixbox...
Gripe List Update
Sun, 05/11/2008 - 6:15pm
Samy,
HUD is now functional. Thanks for that, whatever it might have been... ^_^
Some of my older issues continue, but as I have not been on site in about a week, I'll update as soon as I know that I still have something to post about...
Last visit we still had Polycom IP550's complaining about SIP.LD being incompatible, which would point me towards the Polycom firmware update not happening on my server. There's not an easy way for me to check, is there? Short of connecting up and poking around on the server myself, correct?
This might be something related to the upgrade to 2.x, but it would appear that I "lost" my Sangoma card configs the other day and had to resort to an older board config. Cost me about 4 hours of no one being able to make outbound calls... Inbound was fine... The rollback seemed to fix the issue.
The server reset function from the web interface doesn't seem to work any longer. It just returns a "we're sorry...submit a support request" screen that only makes me angry, since without a support agreement in place you can't actually submit a thing, except here on the forums. That's annoying.
Also, isn't there a way to get Polycom phones to go offhook automatically when dialing via HUD instead of having to have HUD make a call to the user first? Something to do with setting values in SIP.CFG? Setting alertInfo voIpProt.SIP.alertInfo.1.value="" to "<http://localhost/AutoAnswer>" and voIpProt.SIP.alertInfo.1.class="" to "3" ? Thought I might have read that somewhere, but everyone seems to do their config files a tiny bit differently...
Will post with any updates once I've made my site visit.
Thanks again for the HUD fix.
Polycom Firmware
Tue, 06/03/2008 - 7:54pm
Server is 116412.
Can someone tell me what the firmware version should be in 2.x? All of my IP550's still are saying that the SIP.LD version you have is incompatible. My understanding was that 2.x was the fix to these issues...
The 550's are bootblock 2.7.0 (12500_001), BootRom 3.2.3.0002 & SIP 2.1.0.2708
The 430's are bootblock 2.7.0 (11402_001), BootRom 3.2.2.0019 & SIP 1.6.6.0042
The 430's don't complain about incompatibilities, but it looks like the phone graphics are missing. The 430's were also the only ones to actually download and install an update when first turned up.
Any way I can get updated here or do it myself?
Member Since:
2008-01-29