Incoming PSTN calls get silence instead of Music On Hold. When reconnecting there will be no audio

[Anonymous]

Hi,

We are doing some network validation testing and are getting this issue with Polycom VVX model handsets and our Broadworks call platform from Broadsoft:

1, Attempting to place an incoming PSTN call on hold, calling party gets silence

2, Internal call being placed on hold re-invite not passing through the 5200

With a PSTN call the phone does not attempt to send a UDP re-invite, instead it sends a TCP SYN to the 5200 which does not respond and the phone then try to re-register to the alternate Sonus 5200. If they reconnect to the held party at this point there is no audio.

BAS 5200 had the following configuration changed

set profiles signaling ipSignalingProfile CORE_IPSP commonIpAttributes flags relayDataPathModeChangeFromOtherCallLeg enable

set profiles signaling ipSignalingProfile ACCESS_IPSP commonIpAttributes flags relayDataPathModeChangeFromOtherCallLeg enable

Any ideas?

Cheers

[SteffenBaierUK]

Hello Murster,

welcome to the Polycom Community.

It is always useful to include the currently used software version as issues experienced may already be addressed in a newer release.

This also allows yourself and others to check against current software release notes.

Therefore the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP UC Software Version or the BootROM Version of my Phone?
Resolution: Please check here

In addition the Phone Model and the actual call server would be of interest as well.

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

[SteffenBaierUK]

Hello Murster,

thanks for updating / editing your post after I had initially replied but you still only defined the Phone Platform and not the actual model and you are still missing the current software version.

I suggest you work with your Polycom reseller to get support on this.

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

[Anonymous]

I have a customer experiencing a similar problem with VVX 500's.  

They receive a call from our Asterisk server.  The INVITE/200/ACK is all UDP.  At some point, they press the hold button.  The phone sends out the re-INVITE using TCP, not UDP.  I also see a TCP SYN from the phone just before this happens.

I've been able to reproduce this on multiple phones at the customer premise running both 4.1.6 and 5.1.1B.

[SteffenBaierUK]

Hello Henry,

welcome to the Polycom Community.

As already suggested to the previous poster please raise a Ticket via your Polycom reseller.

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

[Anonymous]

I have another customer experiencing this on 4.0.7.  When we downgraded them to 4.0.3, this fixed the problem.

I'm not able to test further -- I cannot reproduce this in my lab and the customer doesn't want further work interruptions -- so I can't be any more specific than this.

[SteffenBaierUK]

Hello Henry,

without replicating this and getting the relevant logs we cannot verify if this is a bug on our end or not.

UC Software 4.0.8 is due to be released over the weekend and it should be in your customers best interest to get this fixed.

SIP logs at debug and in parallel a Wireshark trace of such calls is what you need to supply to our support team via your Polycom reseller.

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