Here’s the scenario. We purchased VVX 500 & 600 phones as well as CX3000 conference phones. Our Lync server is being hosted at a local colocation facility by the consulting group that set it up and manages it for us. Our SIP provider is Intelepeer.
The issue is this, and it is extremely intermittent, when a local users is required to input information via the keys on the phone, they will experience one-way audio in which the local caller can hear the other party, but the remote party cannot hear our local caller. It only happens when key input is required, such as keying in a meeting ID when connecting to a conference call (GoToMeeting), or calling for support and keying in a customer number, for example. It happens on both the VVX phones and the CX3000’s. It seems to happen more on the CX3000’s, but I think that’s because they are almost always dialing into a conference call when used.
We have attempted to troubleshoot this is a variety of ways, generally enlisting the help of either our local consultant and/or Scan Source which is the third party company that CDW uses for support (we purchased our phones through CDW). There’s always some effort made, but in the end, they always point to someone else as the culprit.
This is not an area in which I have a great deal of knowledge, but I have been trying to troubleshoot this since we started using the phones at the beginning of this year and have had no success in resolving this issue.
Please note, that if logs are requested, I will get them back to you, but since it’s so intermittent, it may take days to have an event to capture.
Any suggestions or direction would be appreciated.
welcome to the Polycom Community.
It is always useful to include the currently used UC Software version for the VVX Phones and also the CX Software Version as issues experienced or a question asked may already be addressed in a newer release.
The confirmation that it happens with both CX and VVX phones is a good pointer as both phones use a completely different software platform.
The CX Phone uses a embedded Windows CE with a LYNC Client provided by Microsoft
The VVX phones use our own software which is not comparable with the CX Phones software
Your next step is to open a Ticket with Microsoft as they provide the call platform you are using.
Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.
Polycom Global Services
This is entirely IntelePeer's fault. We have the same issue. Tell them you need them to look at the routes and find the failing carrier.