UCS 5.8.0 drops intra-tenant, firewall-crossing calls when using Skype for Business Online

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Occasional Advisor

UCS 5.8.0 drops intra-tenant, firewall-crossing calls when using Skype for Business Online

We use VVX 500 phones in the office, with a mix of UCS 5.7.2.1765 and 5.8.0.12848, all connected to Skype for Business online. There is no on-premises SfB infrastructure. 

 

We have determined that when colleagues outside the office call in using their laptops (with or without a USB softphone) to a colleague using a VVX phone with UCS 5.8.0.12848, the call drops after 25 seconds. 

 

There are no issues when:

  • The internal user initiates the call to the external user
  • The external user calls anyone outside the company/Office 365 tenant
  • The internal call recipient has UCS 5.7.2.1765 installed on their VVX phone
  • Internal users call each other, regardless of installed UCS version

Our office network is behind a SOPHOS UTM running the current build (9.510-5). All necessary ports are open and exempted from SSL inspection. 

 

Microsoft has not yet provisioned UCS 5.8.0.x to VVX phones connected to SfB Online. I assumed that was because UCS 5.8.x requires an update to BToE 3.8, so I turned off Microsoft's software provisioning and began manually updating phones to 5.8.0.x in a pilot program with parallel upgrades to BToE. 

 

Message 1 of 9
8 REPLIES
Polycom Employee & Community Manager

Re: UCS 5.8.0 drops intra-tenant, firewall-crossing calls when using Skype for Business Online

Hello @JoeNaxion,

welcome to the Polycom Community.

The community's Skype for Business FAQ contains this post here:

 

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

Resolution: Have a look => here <=


You can try and use the above to get an idea of what is causing the issue and maybe post some logs for the community to look at.

 

Please be aware that Polycom employees cannot provide free support via the community and you would need to raise 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 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 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

Polycom Global Services

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please 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".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom 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 may be answered on weekends, bank holidays or personal holidays.
Message 2 of 9
Occasional Advisor

Re: UCS 5.8.0 drops intra-tenant, firewall-crossing calls when using Skype for Business Online

We had the samething happen. We had to revert back to 5.7.1

Message 3 of 9
Polycom Employee & Community Manager

Re: UCS 5.8.0 drops intra-tenant, firewall-crossing calls when using Skype for Business Online

The same reply would be applicable to you

Replied via a mobile device
Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please 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".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom 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 may be answered on weekends, bank holidays or personal holidays.
Message 4 of 9
Occasional Advisor

Re: UCS 5.8.0 drops intra-tenant, firewall-crossing calls when using Skype for Business Online

Update: the new UCS 5.8.1 release does not address this issue. Incoming calls still drop at 25 seconds.

 

@SteffenBaierUK, I know you're frustrated that we're not opening tickets, but consider this: My VVX phones are over a year old and out of support. That means I can pay $150 for the privilege of telling Polycom about the bug in their software, or post here as a warning to other SfB Online users not to upgrade their firmware just yet. 

 

I know Polycom does not monitor this forum to find bugs. I hope someone with an active support contract will tell them so we can take advantage of the 5.8 series firmware. 

Message 5 of 9
Polycom Employee & Community Manager

Re: UCS 5.8.0 drops intra-tenant, firewall-crossing calls when using Skype for Business Online

Hello @JoeNaxion,

 

welcome back to the Polycom Community.


We simply cannot provide support via the medium of a community forum due the following:

 

Mar 8, 2012 Question: What kind of support should I expect from the Community?
Clarification: Please check => 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

Polycom Global Services

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please 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".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom 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 may be answered on weekends, bank holidays or personal holidays.
Message 6 of 9
Occasional Advisor

Re: UCS 5.8.0 drops intra-tenant, firewall-crossing calls when using Skype for Business Online

Update: 5.8.1.7278 Rev H does not address this issue. Intra-tenant SfB calls still drop at 25 seconds. 

Message 7 of 9
Polycom Employee & Community Manager

Re: UCS 5.8.0 drops intra-tenant, firewall-crossing calls when using Skype for Business Online

Hello @JoeNaxion,

 

welcome back to the Polycom Community.


I do not believe any release notes posted stated such issue was fixed.

 

Please work with Support to get this raised.


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

 

We need the following:

 

Settings > Logging > Global Settings > Global Log Level Limit > Debug

Settings > Logging > Global Settings > Global Log Level Limit > Log File Size (Kbytes) > 1000 

Settings > Logging > Module Log Level Limits > SIP > Debug
Settings > Logging > Module Log Level Limits > ICE > Debug
Settings > Logging > Module Log Level Limits > AFE > Debug

 

A wireshark Trace as explained => 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

Polycom Global Services

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please 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".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom 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 may be answered on weekends, bank holidays or personal holidays.
Message 8 of 9
Occasional Advisor

Re: UCS 5.8.0 drops intra-tenant, firewall-crossing calls when using Skype for Business Online

I'm pleased to report that after updating my test VVX 500 phones to firmware 5.8.2.4732, calls are no longer dropping after 25 seconds. 

 

I think the release notes mention this here, under resolved issues:

EN-107656 EN-109370 EN-109967 UC Software 5.8.0 VVX phones failed to accept the finalized peer-eflexive ICE candidates published by the far end. 

Message 9 of 9