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Inbound calls drop after 15 minutes, VVX 500 with the new UC 5.7 (Skype)

SOLVED
Advisor

Inbound calls drop after 15 minutes, VVX 500 with the new UC 5.7 (Skype)

Hi,

with the new UC 5.7 we have call drops at inbound calls after 15 minutes. With the UC 5.6 we have not this Problem.
The Phone Provider say, he get no SIP response from the VVX Phones.
Is something changed at the UC 5.7 or is this a bug?

Kind regards,
Oliver

Message 1 of 4
3 REPLIES 3
Polycom Employee & Community Manager

Re: Inbound calls drop after 15 minutes, VVX 500 with the new UC 5.7 (Skype)

Hello @Oliver.R,

welcome back to the Polycom community.

Many if not all of your old post(s) => here <= are still open / pending as you have never 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.

 

RecentlyAnswered.PNG

 

For your new issue are these external calls and is this in both directions aka inbound and outbound?

 

We would need to look at the logs so please escalate this into your reseller.


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

End Customers are unable to open a ticket directly with Polycom support.

 

One of your older phones mentions option 160 so I assume these phones are not a LYNC / Skype for Business SKU so please ensure you have the relevant proof of Polycom per device license(s) at hand when raising this issue.

 

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom device from.

 

If the phones are outside warranty you can open this as a Pay Per Incident / PPI 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




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 2 of 4
Advisor

Re: Inbound calls drop after 15 minutes, VVX 500 with the new UC 5.7 (Skype)

Hi,

 

It's about incoming external calls.
With UC 5.4.2 and 5.4.4 we have no problems, with the new UC 5.7.0 we have this issue. Also our London colleagues have also the same issue.
So i think it is not a local issue and it looks like it is a US 5.7 issue.

 

thanks,
Oliver

PS: The Option 160 we don't use longer.
PPS: Many Posts i can't close, because i can't say that it was/have solution.

Message 3 of 4
Polycom Employee & Community Manager

Re: Inbound calls drop after 15 minutes, VVX 500 with the new UC 5.7 (Skype)


@SteffenBaierUK wrote:

Hello @Oliver.R,

 

We would need to look at the logs so please escalate this into your reseller.


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

End Customers are unable to open a ticket directly with Polycom support.

 

One of your older phones mentions option 160 so I assume these phones are not a LYNC / Skype for Business SKU so please ensure you have the relevant proof of Polycom per device license(s) at hand when raising this issue.

 

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom device from.

 

If the phones are outside warranty you can open this as a Pay Per Incident / PPI issue.


 




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 4 of 4