Reply
Occasional Visitor
Posts: 2
0

Call ends when handset is picked up

Hello,

 

we have several VVX 410 phones with firmware 5.5.1.11526 and now when a certain number is called, the call disconnects at the moment the other party picks up.

 

we use the phones with Skype for business 2013 /  Lync 2010 clients.

 

the log from Lync shows:

 

Diagnostic ID: 10006; source="ASMNLMLS05.asm.com"; reason="Proxy side Media negotiation failed"; component="MediationServer".

 

sometimes the call succeeds, and the other party has no problems calling us.

 

when doing the call with the Lync client, it works fine.

 

For trouble shooting we installed an older firmware: 5.4.2.2834 and it looks like this firmware is working better.

 

Any Ideas?

 

Regards,

 

Karl.

Polycom Employee & Community Manager
Posts: 12,563
0

Re: Call ends when handset is picked up

Hello Karl,

welcome to the Polycom Community.

This needs to go to support so we can check this.

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.
Occasional Visitor
Posts: 2
0

Re: Call ends when handset is picked up

hello,

 

I have 2 serials for you: 00:04:F2:5E:C2:2C  and 00:04:F2:C7:5E:B2 but they are probably out of warranty.

 

regards,

 

Karl

Polycom Employee & Community Manager
Posts: 12,563
0

Re: Call ends when handset is picked up

Hello Karl,

Both phone are out of warranty. They where purchased via Go Telecom B.V. so they are responsible for your support.

 

If you do not have any phones in warranty they need to open a PPI / Pay per Incident ticket for you with Polycom support.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.