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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
HP Recommended

Hello,

 

we're having trouble in calls with a  Polycom Sound Station IP 6000, when an incoming  or outbound call is put on hold, and is later resumed, the other call party has outbound audio only  (i.e.. it does not receive incoming audio from our polycom IP 6000). The same doesn't happen with non-SRTP calls.

 

We know this is already a well known issue, as we've tried every solution suggested in the post referred by this URL:

 

http://community.polycom.com/t5/VoIP/SRTP-resume-from-hold-causes-no-audio-related-to-RTP-sequence/t...

 

but we're not succeeding in solving the problem. Is there anything else we could try?

 

I also include some details about our device status:

Model:                                      SoundStation IP 6000
UC Software version:            4.0.5.4853
BootROM Software version: 5.0.1.10553

 

We would greatly appreciate any suggestion about this.

 

Thanks in advance

3 REPLIES 3
HP Recommended

Hello Ydilmex,

welcome to the Polycom Community.

The community's VoIP => FAQ <= contains this post here:

 

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

Resolution: Please check => here <=

 

Above post can be followed to either use Wireshark or the phones logs in order to troubleshoot this issue as I assume only the audio is encrypted and not the signaling.

 

I would not really call this a well known issue as only two other people have posted something similar.

 

Have you contacted the provider of the SIP switch yet?

 

The next step would be to involve your Polycom reseller.

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: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
HP Recommended

Hello Steffen,

 

Just to clarify both signaling and audio are encripted. When we use secured signaling and unsecured audio, the problem doesn't happen.

I'll try to follow your suggestions and provide some feedback.

 

Thanks for the reply.

HP Recommended

Hello Ydilmex,

 

using the phone logs the signaling will not be encrypted and you will be able to see the SIP signaling that way.

 

In addition you can always load the cert into wireshark to decrypt the traffic.

 

Best Regards

 

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.