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Multiple VVX phones signed into same account on LAN - 2-way audio issues - supported?

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Occasional Advisor

Multiple VVX phones signed into same account on LAN - 2-way audio issues - supported?

I have a situation with a client that (I think) was working previously but at some point recently (perhaps with the upgrade to 5.9.0.9773 firmware) stopped working.

 

Scenario - Microsoft 365 Teams Only organization, all users with PSTN and Domestic Calling Plans. Using a fleet of Polycom VVX phones, a mix of 411s and 601s. All on the same VLAN behing a NAT router/gateway. All running 5.9.0.9773 and provisioned automatically via the Microsoft Skype for Business online server.

The executive director at this company has 3 offices on campus, and each office has a Polycom VVX 601 phone, signed into her account. We are finding that while this used to work fairly well, about 50% of the time, two-way audio fails. The most reproducible use case is when someone calls her number via PSTN. She answers the phone. She cannot hear the caller, but they can hear her. It happens on all three of her phones, with no discernable pattern. Incidentally, when answering these calls using the Teams mobile app on her smartphone or computer, she doesn't have this problem. 

 

I have tried numerous troubleshooting steps, including going so far as to completely disabling network firewall to eliminate that as a culprit, etc., but it hasn't made any difference. No ports are being blocked in either direction, all traffic is being passed, no ports are being manually forwarded, etc. They have a very good infrastructure (fiber, gigabit ethernet switches, high-bandwidth cable connection 500mbsp down/50mbps up) with low latency, low jitter, etc. They comfortably pass the network assessment test tool tests provided by Microsoft. Necessary DNS records all check out to be correct. 

 

What did however, seem to work, was eliminating all but one of her phones from the network, so that only one is signed into her account. When things are this way, she never has the problem and can always answer and both parties can hear each other.\

 

My question is, is this a supported scenario, i.e., the ability to have multiple phones signed-in to the same user, on the same LAN? We can't get it to work reliably.

 

If this is indeed supported, could you suggest any troubleshooting steps, or things I might look for in the log files that might indicate where the problem lies? As a temporary workaround, she's having to use 3 different phone numbers/accounts and has reported that she's having absolutely no problems with 2 way audio, but this is obviously not ideal.

 

Thanks,

Bob Manjoney

Message 1 of 6
5 REPLIES 5
Polycom Employee & Community Manager

Re: Multiple VVX phones signed into same account on LAN - 2-way audio issues - supported?

Hello @rmanjoney ,

welcome back to the Poly community.

Some or a couple of your old post(s) or reply(s) to them => here <= are still open/pending as you have not marked these as "Accept as a solution" or at least provide 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. Please do not simply mark them without any type of feedback.

 

One of the suggestion was to reach out to a Polycom Reseller to get a case opened.

 

The scenario, from own personal memory, is supported for up to 8 devices. For your new issue End Users can use the FAQ:

 

Jan 17, 2017 Question:How can I troubleshoot simple Skype for Business, LYNC or Office365 issues?

Resolution: Have a look => here <=

 

The above is a combination of examples we share with end users. For any more detail please follow this up with your reseller.


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

Best Regards

Steffen Baier




<======== 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 6
Occasional Advisor

Re: Multiple VVX phones signed into same account on LAN - 2-way audio issues - supported?

Regarding "Some or a couple of your old post(s) or reply(s) to them => here <= are still open/pending as you have not marked these as "Accept as a solution" or at least provide some form of feedback or answer."

I reviewed what you linked to an as far as I can see, those threads which I started and received replies to, I "Accepted as Solution", with the exception of this one, which I just started today and is obviously not answered. The only other posts of mine that I see were answering questions or contributing to existing threads, so I'm not sure what sort of feedback I'm supposed to submit in that situation. 

 

Bob

Message 3 of 6
Polycom Employee & Community Manager

Re: Multiple VVX phones signed into same account on LAN - 2-way audio issues - supported?

Hello @rmanjoney ,

 

I may have been a bit trigger happy but your post => here <= the next step was to open this with Poly support via your reseller.

 

The same is applicable for this post at some stage.

 

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

Best Regards

Steffen Baier




<======== 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 6
Occasional Advisor

Re: Multiple VVX phones signed into same account on LAN - 2-way audio issues - supported?

It doesn't look as if they purchased any sort of extended support contract on the phones and they are out of warranty, and they don't want to pay $500 for a PPI to just report what seems to be a bug (i.e., was working until last month, auto-updated to 5.9...things stopped working).

 

Thanks for your help anyway Steffan.

Message 5 of 6
Polycom Employee & Community Manager

Re: Multiple VVX phones signed into same account on LAN - 2-way audio issues - supported?

Hello @rmanjoney ,

 

welcome back to the Poly Community.

 

As you or your customer found we are not a charitable organization, so as they would do with other larger organizations they deal with, we would charge for out of warranty cases.

 

The good news is they can always roll back to software where they do not experience the 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




<======== 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 6 of 6