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IP650 Not Hanging up Call

Occasional Advisor

IP650 Not Hanging up Call

I have just came across an issue with our IP650 handsets in that it does not hang up a call if the user hangs up usually less than a second after dialling.

 

For example, we had a user that accidentily dialled 999 but hung up within a fraction of a second of doing so, however the call stayed open on the system until our PBX disconnected due to lack of RTP activity.

 

I have tested this and can replicate this every time dialling any outside number, if I dial an outside number and hang up almost instantly the call does not clear.  If I wait a second or more, when the call connects I can hang up as normal, it's just that instant hangup that's not clearing on the system, it's as if the phone is not sending the hangup signal.

 

I have tested this on our IP500 and IP501 handsets but they clear perfectly everytime, this only seems to be an IP650 issue

 

It seems to be that if you catch it before it gets a connect message back from the system it wont hang up, I set up a test 3 digit number that is non existent externally, I could replicate dialling this number and hanging up before it connected, the line stayed open.

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

Re: IP650 Not Hanging up Call

Hello Sc00by,

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

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

The above is also stated in the "Read First: Welcome to the Polycom VoIP Forum"

Therefore 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




<======== 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 4
Occasional Advisor

Re: IP650 Not Hanging up Call

Hi

 

Sorry, we're running SIP 4.0.7.2514

Message 3 of 4
Polycom Employee & Community Manager

Re: IP650 Not Hanging up Call

Hello Sc00by,

not really sure what you mean by connected but calling another number sends an INVITE.

 

A very quick test in my lab with a very basic phone configuration does not show this issue:

 

EDIT: prior scenario was wrong

 

Community_less_than_a_second.png

 

As the above hopefully illustrates the INVITE and the CANCEL (when we hang up) is around 600ms apart.

 

Your case sounds like the phone never sends the BYE or CANCEL but only you can check this locally and verify this.

 

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

Resolution: Please check => here <=

 

The above gives you some troubleshooting tips and the next step would be to work with your Polycom reseller to contact Polycom support.


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 4