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Audio issue with conference using HDX7000 with Soundstation ip7000

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Visitor

Audio issue with conference using HDX7000 with Soundstation ip7000

Afternoon,

 

Hardware/Connection Info:

We have one (main office) office with an HDX7000 and a SoundStation ip7000 attached to be used as the microphon for the HDX. The SS is connected to our Avaya IPOffice phone system and functions fully as a phone, working just fine with inbound and outbound calling, as well as voicemail.

 

We have a second office that has just an HDX7000 with the basic sort of polycom microphone (not a SS).

 

Info:

Per the SSip7000 manual, we should be able to connect an audio telephone call (via cell phone or land line) into the site to site video conference and have the person on the cell/land line hear all audio from the HDX video conference.

 

In testing this today, we created a video call between the Main Site and the Secondary site, verified each site could hear eachother fine.  Then on the SS, I pushed the "Add phone" button, dialed my coworkers cell phone; his phone rang & he answered.  

 

At that point, we had Main site & Secondary site connected via video conference, and coworker connected for audio only via cell phone.  

 

 

The essence of the issue:

Both main site & Secondary site could hear coworker on his cell speaking just fine.  The cell phone person could hear the Secondary site just fine.  Cell phone person could NOT hear any audio from the Main site at all.

 

We tried again with the cell phone person calling into the SS's extension and the SS adding the call to the conference; and received the same result. 

 

Similarly, if we start with the SS connected via telephone call to the cell phone, and then add in the video call; we still get the same result.

 

What might be causing this issue of the telephone caller not being able to hear audio from the Main site?

 

 

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

Re: Audio issue with conference using HDX7000 with Soundstation ip7000

Hello occithelp,

welcome to the Polycom Community.

It is always useful to include the currently used Software version for all devices involved as issues experienced may already be addressed in a newer release.

This also allows yourself and others to check against current software release notes.

For the IP 7000 the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP UC Software Version or the BootROM Version of my Phone?
Resolution: 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

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

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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Visitor

Re: Audio issue with conference using HDX7000 with Soundstation ip7000

Here's info from the SoundStation:

 

Phone Model SoundStation IP 7000

Part Number 3111-40000-001 Rev. 1

SIP Software Version - 3.3.3.0069

BootROM Software Version - 4.2.0.0310

 

 

HDX info:

Software Version: Release - 2.5.0.1-3332
Model: HDX 7000

Message 3 of 4
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Visitor

Re: Audio issue with conference using HDX7000 with Soundstation ip7000

Still looking for any advice or input on this issue if anyone has anything...

 

Thanks!

Message 4 of 4