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VVX600 unable to dial few numbers which have forwarding enabled

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Occasional Contributor

VVX600 unable to dial few numbers which have forwarding enabled

Hello Team,

 

Our VVX600 phones are unable to dial few numbers which has forwarding enabled.  Lync client works fine, CX phones works fine but not VVX600 Phones.  

 

User dials from VVX600 to a number +1510596xxxx, this number is connected to another end point which has forwarding enabled to +1813366xxxx which is assigned to a Lync 2013 Response Group.  This scenario works fine from Lync clients, CX phones and Cell phones but fails on VVX. VVX just disconnects the second you dial the number. Dialing directly 1813366xxxx also fails interestingly from VVX.

 

"GN LGVACRDeveloperSupport" is the name of the Lync Response Group, from the logs, looks like it reaches response group and it drops at that point. I have attached 2 debug logs captured from VVX600 phone. I am unable to decipher the issue, any help is highly appreciated.

6 REPLIES 6
Polycom Employee & Community Manager

Re: VVX600 unable to dial few numbers which have forwarding enabled

Hello Sh@dy,

welcome to the Polycom Community.

It is always useful to include the currently used UC Software version as issues experienced or a question asked may already be addressed in a newer release.

This also allows yourself and others to check against current software release notes, Administrator Guides or FAQ post’s.

The above is also stated in the "Must Read First" and is the absolute minimum requirement every new post should include. .

In addition providing us with this basic information gives Polycom an idea what Software Versions are used in the field and avoids wasting time trying to troubleshoot issues which have already been addressed.

Therefore the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP or UC Software Version of my Phone?
Resolution: Please check here

 

In addition did you ever solve your issue => here <= and what was the fix?

 

The Skype FAQ contains this:

 

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

Resolution: Have a look => here <=

 

Your logs are not at the right levels so we cannot tell.


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




<======== 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 7
Occasional Contributor

Re: VVX600 unable to dial few numbers which have forwarding enabled

Thank you for the Reply Steffen.  VVX 600 has software Version as 5.5.1.11526.  I did found something interesting, VVX 600 phone is looking for SRV DNS resolution on IP address instead of FQDN on tls port 5061.  This will definitely not work because TLS uses certificate for authentication and it requires FQDN and not IP address.  Do you know what could be the issue here?

 
doDnsListLookup(tls): doDnsSrvLookupForARecordList for '10.9.17.61' port 5061 returned 1 results
0328163407|sip  |1|00|doDnsListLookup(tls): result 0 '10.9.17.61' port 5061 isInBound 0
0328163407|sip  |1|00|CreateFailOverProxyList : 'TLS' for '10.9.17.61' port 5061 IP 0 is '10.9.17.61' on tls port 5061
0328163407|sip  |2|00|CreateFailOverProxyList : Exit 'TLS' lookup with 1 IP Addresses
0328163407|sip  |2|00|CreateFailOverProxyList : IP 1 is '10.9.17.61' on tls port 5061
0328163407|sip  |1|00|CTrans:: SendCommand | this=40e65e08, bVQMonMessage=0, m_pCall->m_pUser->m_bOBFailOverReRegOn=0, m_pCall->m_pUser->m_bVQMonFailoverEnabled=1
0328163407|sip  |1|00|CTcp::Send(TLS) entry for address 10.9.17.61 port 5061 can Connect 0 canFailOver 0
0328163407|sip  |1|00|CTcp::Send(TLS) address 10.9.17.61 port 5061 can Connect 0
0328163407|sip  |1|00|CTcpSocket::SendData TLS queuedTxData = 0 TotalLen 1409 loop count 1 maxQueueDepth 40000
0328163407|sip  |1|00|CTcpSocket::SendData TLS Sent 1409 loop count 1
 
Message 3 of 7
Polycom Employee & Community Manager

Re: VVX600 unable to dial few numbers which have forwarding enabled

Hello Sh@dy,

First of all UC Software 5.5.1 is no longer supported.

 

A current Version is 5.7.0 or at least 5.6.1 instead.

 

If you insist on staying on the 5.5.x branch test this at least using UC Software 5.5.4 instead.

 

The community would need to see a backup of the configuration used and if you can reproduce this using a currently supported software this needs to come into support.


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.

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




<======== 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 7
Occasional Contributor

Re: VVX600 unable to dial few numbers which have forwarding enabled

Thank you Steffen.  We have got the UC Software updated to 5.7 Version, we also tried manually adding the Root CA with the device.  After doing the above changes, call does not drop immediately instead it stays silent for few seconds before it drops.  I still see phone tries to do SRV DNSlookup on IP address instead of FQDN.

 

doDnsListLookup(tls): doDnsSrvLookupForARecordList for '10.9.17.61' port 5061 returned 1 results
0329093921|sip |1|00|doDnsListLookup(tls): result 0 '10.9.17.61' port 5061 isInBound 0
0329093921|sip |1|00|CreateFailOverProxyList : 'TLS' for '10.9.17.61' port 5061 IP 0 is '10.9.17.61' on tls port 5061

 

I am attaching you working and non-working scenario logs for your perusal.  Appreciate if you could decipher the issue for me, it will be greatly helpful.

 

Note - Don't bother about EWS Autodiscover errors in the logs, we have removed exchange environment.

Occasional Contributor

Re: VVX600 unable to dial few numbers which have forwarding enabled

I was able to figure out the issue.  Its very strange that VVX phone could not dial a number configured in Lync Response group. The same worked fine when dialed from CXphone, Lync client and even Cell phones.  We had to restart Lync Response group services to get the issue resolved.  Hope this will help others.

Message 6 of 7
Highlighted
Polycom Employee & Community Manager

Re: VVX600 unable to dial few numbers which have forwarding enabled

Hello Sh@dy,

Thanks for coming back with an update but just to update you the logs do not contain any usable 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

Polycom Global Services




<======== 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 7 of 7