Overview
The "URL Call Disabled" error indicates that the Polycom phone has lost registration with Sharpen's servers. While in this state, the phone will be unable to make or receive calls until registration is successfully re-established.
Resolution Steps
Step 1: Reboot the Phone – Rebooting the phone forces it to re-download its configuration file and perform a fresh registration with the server. This resolves the issue in most cases and should always be the first step attempted.
Step 2: Verify the MAC Address – If the issue persists after rebooting, verify that the correct MAC address is associated with the extension in the Sharpen Portal.
Navigate to Admin > Configuration > Extensions and click Edit on the appropriate extension.
Confirm the MAC address in the designated field is correct.
The MAC address can be located in one of the following ways:
On a label on the back of the phone.
On the phone itself by navigating to Menu > Status > Network > Ethernet.
Note: Polycom MAC addresses typically begin with
0004.
Step 3: Re-save the Extension After verifying the MAC address, scroll to the bottom of the extension page and click Save. This ensures the configuration file is refreshed with the correct information. Once saved, reboot the phone once more to apply the updated configuration.
This article is part of a series on Admin Configuration topics.