No audio for external calls [ Edited ]

[Sunil-Spiral]

Hello,

I have a SpectraLink 8440 on the latest 4.0.2B firmware that has an audio issue. It is registered to a Lync 2010 system and we have a direct SIP trunk that goes to a SIP provider so we have no SBC or PRI/PSTN gateway on site. Media bypass is not enabled either. The Lync mediation server is a different server to the Lync front-end server where the phone registers (not co-located roles).

For internal Lync calls, the SpectraLink phone works fine. However, if the SpectraLink phone answers an incoming external call, there is no audio but the SIP messaging appears to be OK. This issue is only with this endpoint. We have no other issues with calls and audio for the other endpoint units we have, which are Polycom CX100, CX500, CX600, CX700 and CX3000 devices.

Has anyone come across this before? This is a really critical issue that I need to resolve otherwise the phone is useless due to the way it will be used.

Thanks

Sunil

[SteffenBaierUK]

Hello Sunil,

welcome to the Polycom Community.

If you are struggling setting this up you should consider contacting your Polycom Reseller and/or Polycom Support may be contacted but a PPI (Pay per Incident) Fee may occur. 

Best Regards

Steffen Baier

Polycom Global Services

[Sunil-Spiral]

Hello Steffen,

I have opened a Support Request with Polycom about this and posted the issue in this forum in case anyone has come across this before and managed to resolve it. I don't really know where the problem might be. I'm guessing that it is local to the SpectraLink phone as all other Polycom devices work fine and so perhaps there are audio codec settings on the phone that I need to change or perhaps I need to put in the lync-mediation server settings somewhere, I just don't know so I'm also having to do trial and error experimenting but I haven't been successful so far.

I just can't figure out why internal calls work fine but external ones don't (- where is the difference)?

Sunil

[VioletFerret]

Unfortunately the software for the Spectralink doesnt appear to be easy to install or get working easily with Lync.  There are a lot of options and the handset comes pre-installed with the USA digit map.

I, like you, have played with settings for hours trying to get them to work.  Like you the Lync calls work fine and audio is perfect but I am unable to get dialling out to work successfully.  Incoming calls have no audio either so this one will run and run it seems until 4.0.3 where apparently the Lync settings are going to work the same way they do with the CX range of units (the ones without all the options!).

I have used this excellent blog site: http://blog.schertz.name/2012/04/extension-dialing-with-polycom-sip-phones/

This covers most issues but I am still unable to dial and just get the Lync busy tone.  Good luck and post if you get anywhere I for one would be glad to hear of a fix for this.  Until this happens we have over 150 CX units stuck in a store room and their is a definite possibility then whole project will be stopped due to the lack of mobile telephony in Lync.

[Sunil-Spiral]

Yes, I agree. It would be worth the time if many many tens or hundreds of theses phones needed to be set up (with the auto-provisioning etc), but I only need a small handful of mobile devices.

I have also spent a long time trying to get to the bottom of the no audio issue with the SpectraLink (still no audio despite matching codec settings). Instead, I've found the Snom M9 (and Snom M9r) DECT/SIP phones much easier to set up and much quicker to just "get working" by comparison. They are much more suited to our needs - which is a smaller office environment than the SpectraLink 8440 was probably designed for.

I would say the Snom M9 and SpectraLink 8440 cater for very different enterprise sizes and environments (and probably skill levels).

Sunil

[SteffenBaierUK]

Hello VioletFerret,

let me clear up a few issues.

Any support for a Customer deployment should come from your Polycom Reseller who has sold you the solution and the Community is not the correct platform to seek help for a rather new product that should be deployed into a customer environment.

The Community is not a replacement for the Polycom Support Platform and does not cover any SLA's as explained => here <=.

They are the first contact Partner for any issues and should be consulted.

Polycom Support may be contacted directly but a PPI (Pay per Incident) Fee may occur as Polycom Support usually only works through certified Resellers who should look after the Tier 1 support of End Customers.

The changes to the DigitMap have been extensively discussed within => this <=  post for example and have been applied to various customers around the world and are fully working.

The Major change to UCS 4.x.x will come later this year in the currently planned UCS 4.1.0

If you have the correct E.164 Dial Plan within LYNC and the DigitMap is modified to match your country of origin the 8400 and all other Polycom Phones using UCS 4.0.1 or newer will dial the correct string and LYNC will dial the number.

Simply using the LYNC Trace facilities would show this in the smallest amount of time and highlight the possible lack of translation rules on your LYNC Server end.

The Audio issue is not related to the DigitMap issue and should be dealt with on a separate basis and is most likely caused by a codec mismatch.

Best Regards

Steffen Baier

Polycom Global Services

[Sunil-Spiral]

I also caught the "+" not being added to the URI on dialling and tried to update the phone with the XML setting to add it back in (as a test) and although it took the setting, it didn't appear to use it when it dialled (looking through the Lync logs). I had expected the normal Lync translation rules to then apply if the "+" was not being added but that also didn't happen either, despite having an extensive set of translation rules for extensions, local dialling, international etc.

I'll put the phone away in the drawer until the 4.1.0 release.

Sunil

[SteffenBaierUK]

Hello Sunil,

as I had worked part of your Ticket and could not see any Digitmap changes in the supplied files.

As you can see => here <= once the Digitmap is corrected to add the + the call works fine.

Best Regards

Steffen Baier

Polycom Global Services

[jschertz]

Sunil,

This is actually expected behavior as the current 4.0.x release do not support ICE/STUN/TURN for Lync, only 'Basic Calling' is supported.  This includes internal Lync calls as well as Enterprise Voice calls when the Mediation server is in the same routed network (Media Bypass is also not yet supported).

Thus any calls in which the Edge server would be required to relay the media payload will not function.  A future release will address full calling support by leveraging the Microsoft Edge Server.

[Alvin]

Hi,

Any update when the new firmware that will fix this issue be released?

Thanks,

Alvin