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Inbound Call drops after 30 seconds

SOLVED
Rob Davies
Occasional Contributor

Inbound Call drops after 30 seconds

We have discovered an issue that is affecting a number of our customers using Polycom VVX. The issue is quite specific as described below:

 

Internal User answers a call on Polycom VVX 411 running firmware 5.8.1 from a remote user who is connected externally via SfB Edge.

The call lasts approx. 30 seconds then terminates. The trace shows the Polycom handset sent a Bye and hung up the call.

 

This problem appears to be linked to the latest SfB rollup being installed on all SfB servers.

 

  • This problem does not exhibit itself if both users are internal.
  • The problem is resolved by rolling back to Firmware 5.7.3
  • Firmware 5.8.0 also exhibits same issue.
  • The problem appears to only happen on an inbound call when Polycom is the answering device

Any advice on this issue would be welcomed.

Thanks
Rob Davies

Message 1 of 4
1 ACCEPTED SOLUTION

Accepted Solutions
SteffenBaierUK
Polycom Employee & Community Manager

Re: Inbound Call drops after 30 seconds

Hello @Rob Davies,

welcome back to the Polycom community.

Some or a couple of your old post(s) or reply(s) to them => here <= are still open / pending as you have not marked these as "Accept as a solution" or at least provided some form of feedback or answer.

If they are in this state nobody finding them via a community search will know if an answer or advice provided was useful and has maybe helped you.

Could you therefore kindly go over them and mark or answer as appropriate ?

If they are marked as "Accept as a solution" other users can find these easier and it helps them to utilise the community more efficiently. Please do not simply mark them without any type of feedback.

 

For your new issue we have had isolated reports of this where customers brought this to our attention via our Support Organisation.

 

We have made changes to our code to accomodate this corner case but this would need to come into our support organisation to double check that the issue is the same.

 

Please quote EN-107656 / 1-10364591721 if you want to raise this via your reseller.

 

We fixed this for our other customers and include this in the next 5.8.2 release which is currently planned for the 15/11/2018 (Subject to change) but without any logs escalated into our support organisation we are unable to verify if you are seeing the same issue.


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

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

View solution in original post

Message 2 of 4
3 REPLIES 3
SteffenBaierUK
Polycom Employee & Community Manager

Re: Inbound Call drops after 30 seconds

Hello @Rob Davies,

welcome back to the Polycom community.

Some or a couple of your old post(s) or reply(s) to them => here <= are still open / pending as you have not marked these as "Accept as a solution" or at least provided some form of feedback or answer.

If they are in this state nobody finding them via a community search will know if an answer or advice provided was useful and has maybe helped you.

Could you therefore kindly go over them and mark or answer as appropriate ?

If they are marked as "Accept as a solution" other users can find these easier and it helps them to utilise the community more efficiently. Please do not simply mark them without any type of feedback.

 

For your new issue we have had isolated reports of this where customers brought this to our attention via our Support Organisation.

 

We have made changes to our code to accomodate this corner case but this would need to come into our support organisation to double check that the issue is the same.

 

Please quote EN-107656 / 1-10364591721 if you want to raise this via your reseller.

 

We fixed this for our other customers and include this in the next 5.8.2 release which is currently planned for the 15/11/2018 (Subject to change) but without any logs escalated into our support organisation we are unable to verify if you are seeing the same issue.


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

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

View solution in original post

Message 2 of 4
Rob Davies
Occasional Contributor

Re: Inbound Call drops after 30 seconds

Thanks Steffen! Really appreciate the feedback and I am delighted to hear a fix is imminent. 

Message 3 of 4
SteffenBaierUK
Polycom Employee & Community Manager

Re: Inbound Call drops after 30 seconds

Hello @Rob Davies,

 

based on the assumption that you found the same known issue we just released UC Software 5.8.2

Polycom UC Software 5.8.2.4732 for VVX Business Media Phones and SoundStructure VOIP Interface [Comb...

 
Nov 15, 2018
 

Polycom UC Software 5.8.2.4732 for VVX Business Media Phones and SoundStructure VOIP Interface [Spli...

 
Nov 15, 2018
 

Polycom CAB files for UC Software 5.8.2.4732 for VVX Business Media Phones and SoundStructure

 
 
 
Nov 15, 2018

 

This fixes a known issue described in => here <=

 

If this does not address your issue please escalate this into Polycom support via the known Escalation path.


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

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 4 of 4