VVX 500 phones delay answering call

[Anonymous]

My customer uses Teams direct routing with older VVX601 (Teams certified firmware from Poly).  They were working fine since the problem Microsoft had on 17-Dec-20 until this past Monday when calls come in.  The the inbound call reaches the handset fine 100% of the time, but when the phone is answered there is a delay ranging from no delay to 1indefinite delay.  Often the audio can be heard after 3 to 6 seconds, but obviously the caller at that point assumes there's a phone problem on one end or the other and disconnects the call.

Monday and Tuesday of this week were bad, Wednesday fine and the problem returned today.

Just a bit more context...  I have one of the customer's hand sets at my office tied into their Teams system and I have the exact same problem with my hand-set.

This is a doctor's office and its causing a real problem for their patients needing treatment.

I've opened a case with Microsoft and so far the individual I spoke with has basically said 'well it works fine on the Teams app' so it must be the Polycom phones.

Anyone seeing anything similar?

[SteffenBaierUK]

Hello @ATG ,

Welcome to the Poly Community.

I have split your reply from >here< as we are talking about completely different things.

Your issue with a Poly Phone where nothing has changed on the phone end and our Partner Microsoft believes this is a Phone issue?

Have you made any changes to the phone? If no how can this be a Poly issue? As we do not know yet what Firmware you are using I suggest you keep working with Microsoft. If this is not an option then I suggest you work with your Poly reseller who can get this into Poly support.

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

End Customers are usually unable to open a ticket directly with Poly support. Available End User Poly services offerings are detailed here

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.

If the unit is no longer within the warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail here

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

Best Regards

Steffen Baier

[Anonymous]

Hello,

Thank you for taking the time to reply and properly direct this message.

In response...

Have you made any changes to the phone?

None, nor to Teams (nor any of the LANs/WANs involved)

If no how can this be a Poly issue?

I agree 100%, but Microsoft is insisting it must be a Poly issue.  I do not understand the logic.

Firmware

6.3.1.11465

I will continue to work with Microsoft and thank you for the additional details.  I'm primarily posting here b/c I'd like to know if others are experiencing the same.  That said, I'll continue to work with Microsoft and further handle the support if necessary as you indicated.

Kind regards,

--Mark (ATG)

[Anonymous]

@ATG - we've been having the same issue with a Polcyom VVX 600. It's the phone at our front desk and is super frustrating. We've updated firmware and swapped out the phone. Issue remains. So I think the issue is somewhere on Microsoft's end but not completely sure.

[Anonymous]

Has anyone found a resolution to this? We are having the exact same problem. We have 10+ locations on different internet connections and a combination of VVX 300 & VVX 400’s. They are both doing the same thing and like previous comments Microsoft says it’s a Polycom Issue and refuses to help. 

[SteffenBaierUK]

Hello @Brian Rodriguez  ,

Welcome to the Poly Community.

• Did you see any of the originally asked questions?
  Can you answer these?
• What type of troubleshooting did our Partner Microsoft do to come to this conclusion?
  Did they provide any evidence that this is Poly's fault?
  Do you have a ticket reference?
• Did this work before?
  If yes with the same firmware?
  What has changed since then?

If you require help, and Microsoft is "blaming" Poly you will need to open a support case with Poly referencing the Microsoft Ticket.

If the unit is no longer within the warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail here

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

Best Regards

Steffen Baier

[SteffenBaierUK]

Hello @Brian Rodriguez  ,

Any update for us?

Best Regards

Steffen Baier

[SteffenBaierUK]

Hello @Mike Lovato @Brian Rodriguez  or @ATG ,

Any news 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

[SteffenBaierUK]

Hello @Mike Lovato @Brian Rodriguez  or @ATG ,

Any news on this?

Any Microsoft Ticket reference or a technical explanation from Microsoft how this would be an error on our end?

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

Best Regards

Steffen Baier

[SteffenBaierUK]

Hello @Mike Lovato @Brian Rodriguez  or @ATG ,

Any news on this?

Any Microsoft Ticket reference or a technical explanation from Microsoft how this would be an error on our end?

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

Best Regards

Steffen Baier