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VVX Series - One Way Audio Issues?

SteffenBaierUK
Polycom Employee & Community Manager Polycom Employee & Community Manager
Polycom Employee & Community Manager
‎11-04-2015 01:43 AM
‎11-04-2015 01:43 AM

Re: VVX Series - One Way Audio Issues?

Hello Nat,

Polycom does not provide untrained end customers with direct access to support as this responsibility should be with the Polycom reseller who sold the phone to the End User.

 

Often customers purchase from discounters who either are unwilling or unable to provide this support.

 

If you provide me with a MAC address of a phone in question I can provide you with the relevant details of who should be your first level support and who can open a ticket with Polycom support.

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

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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.

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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
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JapNolt
Occasional Visitor
‎12-15-2015 06:14 AM
‎12-15-2015 06:14 AM

Re: VVX Series - One Way Audio Issues?

Upgrading the Sonus SBC1000 firmware from 4.1.0 to 5.0.1 also took care of my one way audio issues.

 

We are upgrading to Skype for Business Server 2015 but our 3PIP phones (Polycom VVX and Snom) had one way audio issues after moving them to the new pool. The issue only manifested itself on outbound PSTN calls. Any inbound calls, whether direct or transferred by AA, or any internal calls worked fine.

 

We tried updating phone firmware but still a problem.

We tried resetting the phone but still a problem.

We tried enabling/disabling media bypass and refer support in Trunk Configuration but still a problem.

 

When I applied a S4B Voice Policy to the user to route their calls throught the Lync 2013 mediation server to the Sonus, then it worked. The problem only happened when the calls went through the S4B mediation server to the Sonus and only with 3PIP phones.

 

Again, updating the Sonus firmware resolved the issue.

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