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Opus codec issue after placing calls on hold

Advisor

Opus codec issue after placing calls on hold

Hi,

 

I've tested with:
VVX311/VVX411/VVX250

Tested with firmwares: 5.8.3.2414 / 5.9.2.3446 / 5.9.3.2857 / 6.1.0.6189

 

Attached is a quick picture of a sample packet capture

 

Only when using opus codec, not when using any other codec, when I place a call on hold, then resume the call, there is one way audio. It appears that the polycom phone is picking up a different RTP version payload type when the call is taken off hold. We can also replicate this issue when pressing the conference button (technically it places the caller on hold) and then cancelling the conference.

 

This only happens on incoming calls to the polycom phones, and I am unable to replicate this with any other vendor phone, even using the same IP PBX (asterisk 13 pjsip). When we place outbound calls, this issue does not exist.

 

Aby suggestion on where to go from here?

 

Not using SRTP (I saw a related post about SRTP issues). Don't know what else to try at this point. I've hit a wall.

 

Thanks in advance

4 REPLIES 4
Polycom Employee & Community Manager

Re: Opus codec issue after placing calls on hold

Hello @ja133 ,

 

Welcome back to the Poly Community.


The next step would be a support ticket.

 

In order to raise a support ticket, you need to work with your Poly reseller as they may need to do this for you.

End Customers are usually unable to open a ticket directly with Poly support.

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.

If the unit is no longer within the 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




<======== 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 5
Advisor

Re: Opus codec issue after placing calls on hold

MAC is: 64167F599CCE
Message 3 of 5
Advisor

Re: Opus codec issue after placing calls on hold

For reference the original screenshot untitled1.png was incorrect, this is the correct one

Message 4 of 5
Highlighted
Polycom Employee & Community Manager

Re: Opus codec issue after placing calls on hold

Hello @ja133 

 

SCANSOURCE INC sold this VVX250 back in 28/02/2019. This means it is still in warranty and they can open a Ticket with Poly support for you.

 

Best Regards

 

Steffen Baier




<======== 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 5 of 5