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Polycom VVX 501 drop calls on hold or during transfer

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Occasional Visitor

Polycom VVX 501 drop calls on hold or during transfer

Hello,

 

one of my customers has the following Problem with their VVX 501 Phones.
When you put a call on hold or try to transfer it, the call drops around the 5-10 second mark.

This doesn`t happen when using the Skype for Business PC client with the same account.

All phones are connected to SfB Online via a local Cloud Connector (Bressner UC Box).
The Phones are currently running UC Software Version 5.9.1.0615.

When logging via putty I get the error message 32: call terminated on mid-call media failure where both endpoints are internal.

The SfB logging on the CCE Server just shows a normal call clear.

 

I`m currently stuck and would like to have some input on where to go with the next troubleshooting steps.

 

Best Regards,

Tim

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

Re: Polycom VVX 501 drop calls on hold or during transfer

Hello @Timbocorp ,

 

welcome to the Polycom Community.

Both the community's Must Read First and the community's FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:

 

  • Provide the exact Software Version of your Phone
  • Provide the Phone Model
  • Provide the Call Platform (aka openSIP,Skype for Business Online, Skype for Business on Premise, Lync)
  • Additional Polycom Infrastructure (RPRM,PDMS or BToE)
  • If applicable provide a backup of the phone in question

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup. Please rename into .TXT or Zip the file to attach.
Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package

  • If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
  • If possible provide the MAC Address or Serial of the device
  • Provide details for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details
  • For questions around Support please check here

 

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Polycom to have an overview of the current software used. In addition providing all details at the same time allow us to check logs or look up a potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.


Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up post’s.

 

The community search uncovers these results => here <=

 

If you cannot find a solution there I would start with this:

 

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

Resolution: Have a look => here <=


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

Best Regards

Steffen Baier

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

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 2 of 4
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Occasional Visitor

Re: Polycom VVX 501 drop calls on hold or during transfer

Hello Steffen,

 

thank you for replying.

 

Unfortunately I was not able to solve the problem with the troubleshooting guide.

I think I provided most of the basic information, but I try to fill out the rest of the details as best as I can:

Additional Polycom Infrastructure: Polycom RPRM Server is managing the endpoints

Provide details for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details: As far as I know this seems to be a day one issue.

 

Best regards,

Tim

 

Message 3 of 4
Highlighted
Polycom Employee & Community Manager

Re: Polycom VVX 501 drop calls on hold or during transfer

Hello @Timbocorp ,

 

welcome back to the Polycom Community.

 

RPRM has the ability to provide us logs from the unit. Other than that the quoted FAQ also explains how to set this and gather logs.

 

If all of the above fails or you are unable to do so simply open a ticket.

 

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.

If this is some sort of an Internet discounter providing your MAC address or your Polycom devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Polycom device from.

If the unit is no longer within warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail here

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

Best Regards

Steffen Baier

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

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 4 of 4