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Call on hold will drop at 30 seconds.

Highlighted
Occasional Advisor

Re: Call on hold will drop at 30 seconds.

Hello,

 

Thanks for your reply. The MAC address of one of the phones is 00:04:F2:DE:65:C7. Your help is greatly appreciated. 

 

Thanks,

Ryan

Message 11 of 20
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Frequent Advisor

Re: Call on hold will drop at 30 seconds.

Strictly speaking this may not be a Polycom VVX issue.

 

This is a common issue with ITSP and Lync / SfB. (http://www.ucguys.com/2013/11/lync-calls-drop-after-30-seconds-using-itsp-sip-trunking-providers.htm... What type of trunking are you using?

 

Enabling session timers would confirm if this is the issue and resolve it quickly with little potential for adverse effects.

 

James

Message 12 of 20
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Occasional Advisor

Re: Call on hold will drop at 30 seconds.

That is a global change for the PSTN Gateway and would rather not change that setting. The only devices that are having this issue are our Polycom VVX600's.

 

 

Message 13 of 20
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Frequent Advisor

Re: Call on hold will drop at 30 seconds.

Do you experience the issue on calls where both endpoints are internal and on the same subnet? Do you have music on hold configured?

 

What's the reson given for the failure in the QoE report?

Message 14 of 20
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Occasional Advisor

Re: Call on hold will drop at 30 seconds.

This is only happening on incoming external calls. Music on hold is enabled by default and is using the Polycom MoH. The QoE logs say Diagnostic ID 32. Call terminated on mid-call media failure where both endpoints are internal. But both endpoints are not internal. it is a external incoming call. 

Message 15 of 20
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Polycom Employee & Community Manager

Re: Call on hold will drop at 30 seconds.

Hello BBRyan,

The VVX600 was sold via SCANSOURCE COMMUNICATIONS back in 16/11/2015.

 

Please be aware that is not a LYNC / Skype SKU as explained => here <= and you need to ensure you have the right amount of per device Licenses purchased from Polycom for the phones you use.

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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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 16 of 20
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Frequent Advisor

Re: Call on hold will drop at 30 seconds.

Sure, but the external endpoint isn't a Lync / SfB endpoint connected from 'outside' via an edge pool, is it? It's a PSTN caller on the other side of your mediation server / trunk / gateway.

 

The error message and behavior your describing is consistent with RTCP issue.

 

James

Message 17 of 20
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Occasional Advisor

Re: Call on hold will drop at 30 seconds.

What were the four changes? I'd like to forward them to our corporate IT.

Message 18 of 20
Highlighted
Occasional Visitor

Re: Call on hold will drop at 30 seconds.

What was the 4 fixes on the trunk. Curretly expereiencing this on 5.7.0 

Message 19 of 20
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Polycom Employee & Community Manager

Re: Call on hold will drop at 30 seconds.

Hello @wagnco01,

welcome to the Polycom Community and thanks for resurrecting this old outdated post.

UC Software 5.7.2 is currently the latest supported software so please upgrade and if you still have the issue start a new post.

 

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

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

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 20 of 20