Plantronics + Polycom. Now together as Poly Logo

Unable to hear voice mail service - VVX600

Occasional Visitor

Unable to hear voice mail service - VVX600



We have a VVX600 with software version


Our Lync server setup is: on premise Lync 2013 server and our UM is setup via Office365.

default server audio codec = Mp3

more info about server setup:


The problem:

When we call Voicemail Services the phone rings once but after the service picks up we do not hear any sound.


Logging show us:

1130151642|sip  |5|00|we are in the voicemail call.....


- Is this happeing because the codec Mp3 isnt supported?

- If so, Will Polycom support be able to assist with this?



With regards,






Message 1 of 3
Regular Advisor

Re: Unable to hear voice mail service - VVX600

Are you by chance using a Palo Alto Firewall?


This works for us the mp3 set as the codec, that is the format that it is stored on ther server not what is played to the phone that should be G.711.


What do you see in the Lync user activity report for the call?

Message 2 of 3
Polycom Employee & Community Manager

Re: Unable to hear voice mail service - VVX600

Hello Jurgen,

welcome to the Polycom Community.

I spoke to one of our Skype for Business guru's and Voicemail/O365 UM was tested with 5.4.0A so it should be working.


We would need some more logs and potentially some test accounts.


Can you please go ahead and raise a ticket via your Polycom reseller.


If you struggle please provide me with the MAC of one of the phones in question.

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. All posts and words are my own & do not represent the views of Employer.


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 3 of 3