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Music on hold problem on VVX500 with FW 5.3

Visitor

Music on hold problem on VVX500 with FW 5.3

Hello,

 

For a customer I have a test station VVX500 with latest firmware 5.3. The device is working as lync device.

Before I deployed this test device I have double checked the firmware in my lab. In lab it worked without problems on a vvx400.

At customer the firmware is deplayed using lync control panel. Logs show it is loaded. Wav file is accepted as MoH file.

 

Unfortunately something is wrong. The MoH sounds distorded. Check in wireshark shows the audio is chopped in parts of 10mSec. Some parts are correctly passed through, some not.

It mostly is: 10msec is silent, then 10, 20 or 30msec is passed through.

 

Setting parameter feature.moh.payload from 80 to 20 didn't help.

Changing wav file from 8bit ulaw to 16bit didnt help either.

 

Before I make ticket (which I'm not sure how and where to do) , is there anything I might have overlooked?

 

Attached exported wav file. MoH is activated at 27 sec (call placed on hold). Exported audio is only the received part. 

4 REPLIES 4
Polycom Employee & Community Manager

Re: Music on hold problem on VVX500 with FW 5.3

Hello R. Plugge,

welcome to the Polycom Community.

Does this work with the original factory supplied WAV file and fail only with your custom one?

 

Have you compared the files?

 

The next official step forward would be you raising a Polycom support ticket via 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




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Message 2 of 5
Visitor

Re: Music on hold problem on VVX500 with FW 5.3

I did two changes: change to polycom moh wav and set res.quotas res.quotas.tone from "1024" to "800".

This time moh was correct, but not sure what caused the change. Both wav files look the same in audacity with same codec parameters. All files play correctly on vvx400 with res.quota.tone=1024.

 

Unfortunately customer also reported transfer problems and I have to fall back to older firmware for now.

 

Thanx for the quick hint and maybe till later on this forum.

Message 3 of 5
Polycom Employee & Community Manager

Re: Music on hold problem on VVX500 with FW 5.3

Hello R. Plugge,

I actually reached out to some of your colleagues that I dealt with other cases before. If you still find issues please escalate this into 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 5
Highlighted
Occasional Contributor

Re: Music on hold problem on VVX500 with FW 5.3

Might be a bit late to the game, but make sure there are no spaces OR special characters in the audiofile name, including underscore _ and dashes - ...  That did the trick for me after much fighting and frustration.

Message 5 of 5