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Audio issue between CX5500 and Avaya Session Manager (One way audio)

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Occasional Visitor

Audio issue between CX5500 and Avaya Session Manager (One way audio)

We have a new CX5500 that connects to Avaya session manager.  However, the external party cannot hear any audio from the CX5500 when it receive incoming calls.  It is already on firmware 1.1.3.12 

 

We have an Polycom IP5500 with the exact same setting but works perfectly fine =(

 

 

Anyone can help?

 

Thanks

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

Re: Audio issue between CX5500 and Avaya Session Manager (One way audio)

Hello Jackie-Invesco,

welcome to the Polycom Community.

I would assume you meant you had a Polycom SSIP5000 which runs a different software version.

 

In addition we just released 1.1.4 for the CX5500 so please update the unit and if you still have issues reach out to your Polycom reseller so they can open a support ticket for yourself with us.

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

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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
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Occasional Contributor

Re: Audio issue between CX5500 and Avaya Session Manager (One way audio)

Having similar issues with the CX5500 1 way audio with AVAYA SIP ( session manager) Saw a solution was to upgrade the software to 1.3.3 But Upped it to 1.3.4 still an issue. Any thoughts??? We have 4 onsite 1 works fine the other 3 does not. The work around for now is we are using Lync ( Skype) on the units with issues.
Message 3 of 8
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Polycom Employee & Community Manager

Re: Audio issue between CX5500 and Avaya Session Manager (One way audio)

Hello @jvc590 ,

 

welcome to the Polycom Community.

Both the community's Must Read First and the community's 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,Skype for Business Online, Skype for Business on Premise, Lync)
  • Additional Polycom 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 Polycom 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 a potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.


Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up post’s.

 

As you did not attach a backup as example we cannot check if you set up the non working unit differently to the working unit.

 

This is the first suggestion I would make and then utilize the below FAQ to compare the working and non working call:

 

Jan 19, 2012 Question: How to troubleshoot Polycom VoIP related Issues?

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

----------------
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
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Occasional Contributor

Re: Audio issue between CX5500 and Avaya Session Manager (One way audio)

Here is the info you requested Device Software=1.3.4.140046 UC Software=5.5.1.19399 Model=CX5500 Rev:20 Call Platform- AVAYA 7.1 Using Session Manager ( SIP) MAC=00.e0.db.43.e1.40 I attached Both Log Files and Backup file for the device
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Polycom Employee & Community Manager

Re: Audio issue between CX5500 and Avaya Session Manager (One way audio)

Hello @jvc590 ,

 

You only attached a log and not a backup of a working and non working unit.

 

I suggest you follow this:

 

Jan 19, 2012 Question: How to troubleshoot Polycom VoIP related Issues?

Resolution: Please check => here <=

 

If all fails please open a case with 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 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

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

----------------
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 6 of 8
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Occasional Contributor

Re: Audio issue between CX5500 and Avaya Session Manager (One way audio)

Hi Steffen Baier,

Still having issues with one way audio (CX5500) and went to service provider for some resoulution Polycom responded as such below The question I have is is it possible to setup this device as a H323 vs SIP endpoint? Maybe this can resove the issue Cant seem to find that answer in the web.

Thanks again for responding Joe

 

***After some careful review of the logs and traces provided to us, we have determine that the CX UC software cannot be upgraded to a higher version than what is currently available for the CX models. We here in support are as you may already know, are just a break-fix environment and do not know if there will be any new releases in the future for a new UC software specifically for the CX models.***

 

Message 7 of 8
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Polycom Employee & Community Manager

Re: Audio issue between CX5500 and Avaya Session Manager (One way audio)

Hello @jvc590 ,

 

The Data Sheet >here< explains that the CX5500 can only register to as a SIP phone to either a Skype for Business/Lync server or an IP PBX

 

No other protocols are available. I already suggested comparing a backup of a working unit with the backup of a non-working unit.

 

If this fails the next step is a support ticket.


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

----------------
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 8 of 8