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Skype for Business dialing random number when BToE pairs

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Occasional Visitor

Skype for Business dialing random number when BToE pairs

Hi we have a number of VVX 411 phones in use, and a small number of our users are experiencing this problem.

 

Whenever their device (all of the affected users are using Surface Pro 3, but there are unaffected users also using this device) and their phone automatically pairs using BToE, a call window in skype is opened attempting to call a random number from the user's conversation history. Each user calls a different phone number, but the number is always the same for a given user. The call cannot be hung up, and can only be ended by stoping the process in the task manager. The call will attempt to connect indefinitely, but never will, although the call does show up in the user's call history. The call however never shows up in our call trace.

 

The issue only affects users who are in our membership group for our reception Skype for Business call queue. 

 

The issue persists even when the affected user logs in with a newe device, and when the affected user uses a different phone. A malware scan did not reveal anything which could cause this, and resetting the phone had no effect.

 

Does anybody know what could be causing the issue, and how we may be able to resolve this?

 

thanks

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

Re: Skype for Business dialing random number when BToE pairs

Hello @julian_sadie ,

 

Welcome to the Poly Community.

Both the communities Must Read First and the 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,Teams, Skype for Business Online, Skype for Business on Premise, Lync)
  • Provide details if UC / SIP or ObiEdition
  • Additional Poly 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 Poly 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 potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.


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 Visitor

Re: Skype for Business dialing random number when BToE pairs

Currently all of our phones are on version 5.9.3.2857 

 

I have attached the log file and support information package for one of the affected devices.

The MAC address of this particular device is 64:16:7F:15:2E:BE

 

The issue was not a day 1 issue, but we have not been able to locate exactly when the issue started and what actions if any caused it to start occurring.

 

Thank you for the assistance

Polycom Employee & Community Manager

Re: Skype for Business dialing random number when BToE pairs

Hello @julian_sadie ,

 

I can see that Siphon Networks Ltd sold this phone back in 26/06/2017. So they are your service provider and can deliver support to you.

 

They are also able to escalate this into Poly support as this is the correct way forward. We still do not know what BToE Version, Windows OS and the logs are not in the relevant logging levels.

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 Visitor

Re: Skype for Business dialing random number when BToE pairs

BToE version is 3.9.0.0

 

Computer is a Surface pro 3 with an i5-4300U & 4GB or RAM

Windows 10 Enterprise on version 1903, build number 18362.295

 

 

 

 

Polycom Employee & Community Manager

Re: Skype for Business dialing random number when BToE pairs

Hello @julian_sadie ,

 

We would need very specific logs from both the phone and the BToE application. In addition, maybe a Video showing what is happening.

 

As we cannot provide free support via the Poly community a support ticket is required.

 

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

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

I already outlined who provides your service or at least sold this phone so they should be consulted.

 

They usually can open tickets with us as we do not really support end customers directly.


As the unit is no longer within the 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




<======== 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