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HDX 9004 unable to dial Lync 2013 clients

ncc
Occasional Advisor

HDX 9004 unable to dial Lync 2013 clients

Hi,  

 

Wondered if someone has come across an issue before with HDX 9004 not able to dial Lync 2013 clients before or advise accordingly please?

 

We recently upgraded to Lync 2013 and as such have upgraded our HDX 9004 to 3.1.3 in order for them to register with the Lync 2013 server.  We have a few HDX 9004 and are able to get them to register without any problem.

 

The problem occurs when we try and dial from a Lync 2013 client or from the codec itself.  If we dial the client from the codec, the client receives a pop-up to accept the call and then when they go to click on 'Accept Video Call', nothing happens when this button is pressed and the call eventually disconnects.

 

The AES encryption on the codecs are set to 'When Available'.

 

When we used Lync 2010, we were able to make video calls without any issues.  Only since upgrading to Lync 2013 have we encountered problems.

 

Thanks

 

Paul 

Message 1 of 8
7 REPLIES 7
SteffenBaierUK
Polycom Employee & Community Manager

Re: HDX 9004 unable to dial Lync 2013 clients

Hello Paul,

welcome to the Polycom Community.

This topic has been discussed quite frequently and can be found via the community search using 2013 as the search word => here <=

 

Microsoft changed the available and supported codecs with Lync 2013 and does no longer support H.263 (previously available in Microsoft Lync 2010).

 

In order to use their codec a RTV License is required for a compatible HDX.

 

To my knowledge only the following are compatible:

 

  • HDX 9006
  • HDX 8000 HD (Hardware Version B)
  • HDX 7000 HD (Hardware Versions C and D)
  • HDX 4500 HD
  • HDX 4000 HD (Hardware Version C)

I would suggest you contact your Polycom reseller for more details.



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

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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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 8
Mike_v
Honored Contributor

Re: HDX 9004 unable to dial Lync 2013 clients

Steffen,

 

According to Polycom pricelist also HDX 6000 is compatible:

 

X RTV/CCCP license. Enables support for Microsoft RTV codec and direct calls to MS AV MCU. Available for HDX 9006, HDX 8000 rev B, HDX 7000 rev C or D, HDX 6000, HDX 4500, HDX 4000 rev C.

 

Please correct me if I'm not right.

 

WBR,

Mike

WBR,
Mike
--------------------------------------------
“Reports that say that something hasn't happened are always interesting to me, because as we know, there are known knowns; there are things we know we know. We also know there are known unknowns; that is to say we know there are some things we do not know. But there are also unknown unknowns- the ones we don't know we don't know.”
― Donald Rumsfeld
Message 3 of 8
SteffenBaierUK
Polycom Employee & Community Manager

Re: HDX 9004 unable to dial Lync 2013 clients

Hello all,

5150-63389-001 X RTV/CCCP license. Enables support for Microsoft RTV codec and direct calls to MS AV MCU. Available for HDX 9006, HDX 8000 rev B, HDX 7000 rev C or D, HDX 6000, HDX 4500, HDX 4000 rev C.


Above is the official part number from the Polycom price list.


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

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

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 8
jschertz
Polycom Employee

Re: HDX 9004 unable to dial Lync 2013 clients

Mike, you are correct.  All 6000 series HDXs support RTV natively and only require the additional software license (Options Key).

-----------
Jeff Schertz - Principal Microsoft Solutions Architect [Blog]

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.
Message 5 of 8
ncc
Occasional Advisor

Re: HDX 9004 unable to dial Lync 2013 clients

Thanks for the replies.  It's disappointing that our hardware is incompatible with Lync 2013.  I thought I had read the release notes that the HDX 9004 are compatible with Lync 2013 and just need 3.1.2.  Obviously got this wrong.

 

 What is odd, is that the HDX 9004's register with the Lync 2013 server.  I would have expected them not to register, if they are incompatible.  

 

Thanks

Message 6 of 8
jschertz
Polycom Employee

Re: HDX 9004 unable to dial Lync 2013 clients

The incompatibility between the 9004 and Lync 2013 has everything to do with the video codecs and nothing else.  When running the 3.1.2 release you can register to Lync 2013 and perform all the same actions that other models support.

 

But during media negotiation the two endpoints will have no video codec in common.  Lync 2013 dropped support for H.263, kept RTV, and added H.264/AVC.  The 9004 cannot support RTV and no HDX model can support H.264/SVC.

-----------
Jeff Schertz - Principal Microsoft Solutions Architect [Blog]

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.
Message 7 of 8
ncc
Occasional Advisor

Re: HDX 9004 unable to dial Lync 2013 clients

Thanks again for the reply Jeff.  Very informative and has helped us out a great deal.  Great site you have too. 

 

Is there any way to be able to use the 9004 units and dial any desktop messenger clients?  I've had some resellers suggest implementing an RMX solution.  They didn't know about the incompatibilty between 9004 and Lync 2013, so unsure on their suggestion.   I've not come across RMX before and just wondered if this would be possible with the 9004?

 

 

 

Thanks

 

Paul

Message 8 of 8