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HP Recommended

When exposed to the sound of the "Note" alert from an iPhone the Polycom conference phone system freezes. 

 

The sound in question "Note" must be played at sufficient volume near the Polycom microphone.  It can be played locally or from the remote side of the call.  The Polycom freezes, passing no audio in either direction. It does not drop the call (display still says connection is established) and the mic lights stay green.

 

With additional testing we found the "Note" tone puts the Polycom in call waiting mode.

Pressing the flash button twice, reconnects the original call;

                1st flash - provides dial tone to add another caller;

                2nd flash reconnects the original call.

 

We used a tuner app to find that the "Note" tone is a 7th octave C, 2130Hz.

 

The identified tone is one of two that are used for signaling caller ID info and call-waiting control from Central Office to the phone. The signal is supposed to be a combination of 2130 Hz and 2750 Hz and is supposed to suspend the voice portion of call for 500ms while the system transfers caller ID info. The tone is supposed to last 50 ms however the iPhone tone is much longer than that. There is no additional frequency (the 2750Hz) from the iPhone tone. It is a single long pure tone with very little oscillation outside of 2130.

 

We have replicated the issue on several Soundstation 2's and a SoundstationEX

 

Would seem that the Polycom is not filtering as it should, or misinterpreting the single tone as the normal dual-tone.

We have confirmed that no other phones on our system (Cisco, Nortel, Avaya) suffer from this issue.

 

With the frequency info provided it is possible to see what is going on with further info from the following document.

   https://www.edn.com/Pdf/ViewPdf?contentItemId=4379015

 

 

Please advise any next steps. 

 

1 REPLY 1
HP Recommended

Hello SLAC

 

there is no way to upgrade or modify a Polycom phone in the field so I can only ask you to officially open a ticket with Polycom support.

 

Replied via mobile device

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Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
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