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Polycom CX series, MoH causes call to become inaudible

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Advisor

Polycom CX series, MoH causes call to become inaudible

We're using the Polycom CX500 and CX600 with Lync 2010 and Lync 2013.

 

Placing a PSTN call on hold then off hold when MoH is enabled causes the call to become inaudible roughly 80% of the time, we have a work around which consistently resolves a problem call but it's not ideal. The problem only affects what you hear on the Polycom phone, the other end still hears you fine.

 

Work around, to fix a call that has this problem:
1) Place the call on speakerphone
2) Place the call on hold
3) Wait 3 seconds
4) Take the call off hold (the call should now be audible)
5) Take the call off speakerphone

 

We have listened to the audio between the Lync mediation server and SIP gateway when the problem is present and the audio is fine, the problem is between the server and client (Polycom). We have thoroughly tested this on the Windows Lync 2010\2013 clients using just a headset and have been unable to re-create the problem, it only occurs when using the Polycom.

 

We're using version firmware 7577.4414 but the problem is also present on previous versions.

 

When the problem is present it sounds like the phone is trying to play an 8Khz call at 48Khz (the PSTN calls are all 8Khz PCMU), the problem also causes a delay which increases the longer you have the caller on the phone. If you take an audio file which is 8Khz and change the project to 48Khz then play at 48Khz with-out converting the audio this is exactly how it sounds on the Polycom.

 

I've seen many others have experienced this problem, but there's never been a fix other than upgrading the firmware which in our case isn't going to help since we already have the latest firmware. We provide Lync to our customers as a voice solution and are on the verge of bringing on board lots of new customers so need a fix if we're going to continue to use the Polycom CX series.

 

Any help would be appreciated.

 

Thanks,

Shaun

Message 1 of 6
5 REPLIES 5
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Advisor

Re: Polycom CX series, MoH causes call to become inaudible

I've been doing more testing, where I said "If you take an audio file which is 8Khz and change the project to 48Khz then play at 48Khz with-out converting the audio this is exactly how it sounds on the Polycom.is wrong.

 

You actually need to take a 44Khz audio file and play as 16Khz to replicate the sound of the problem call. I've also noticed that the longer the call continues while the problem is present the more faint the audio becomes and the longer the delay.

 

Thanks.

Message 2 of 6
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Polycom Employee & Community Manager

Re: Polycom CX series, MoH causes call to become inaudible

Hello Shaun,

welcome back to the Polycom Community.

This simply requires proper troubleshooting.

 

The Software running on the phones is provided by Microsoft and if nobody raises a support ticket with either Microsoft directly or with us this cannot be looked at.

 

You should in addition provide the gateway and its software version that is being used in this case.

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

----------------
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 3 of 6
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Advisor

Re: Polycom CX series, MoH causes call to become inaudible

Hi Steffen,

 

Thanks for your reply.

 

We use the multi-tenant Lync Hosting Pack, details and version of core servers as follows.

 

Lync 2013 Front End (LHPv2) - Public and local access
Core Components: 5.0.8308.315
Core Runtime 64-bit: 5.0.8308.291
Web Conferencing Server: 5.0.8308.291
Conferencing Server: 5.0.8308.291
Lync Server 2013:5.0.8308.304
Web Components Server: 5.0.8308.315

 

Lync 2010 Front End (LHP) - Public and local access
Core Components: 4.0.7577.4051
Core Runtime 64-bit: 4.0.7577.4051
Administrative Tools: 4.0.7577.253
Conferencing Attendant: 4.0.7577.253
Conferencing Announcement Service: 4.0.7577.253
Web Conferencing Server: 4.0.7577.314
Conferencing Server: 4.0.7577.4051
Bandwidth Policy Service: 4.0.7577.4051
Lync Server 2010: 4.0.7577.4051
Web Component Server: 4.0.7577.4051
Core Management Server: 4.0.7577.314
Hosted Management Services: 4.0.7577.4051

 

Lync 2010 Mediation Server (LHP) - Local access only, except for SIP gateways which connect direct via public IP address (no NAT)
Core Components: 4.0.7577.4051
Core Runtime 64-bit: 4.0.7577.4051
Mediation Server: 4.0.7577.320
Hosted Management Services: 4.0.7577.4051

Lync 2010 Edge Server (LHP) - Public and local access
Core Components: 4.0.7577.4051
Core Runtime 64-bit: 4.0.7577.4051
Lync Server 2010: 4.0.7577.4051
Hosted Management Services: 4.0.7577.4051

 

Lync 2010 Edge Server (LHP) - Public and local access
Core Components: 4.0.7577.4051
Core Runtime 64-bit: 4.0.7577.4051
Lync Server 2010: 4.0.7577.4051
Hosted Management Services: 4.0.7577.4051

 

We have 3 SIP gateways currently in use, I understand the last 2 aren't officially supported by Microsoft however the problem occurs on all 3:
- Gamma Lync certified SIP trunk, using Genband S3 version 7.1.10.2
- FreeSWITCH Version 1.2.14
- Asterisk version 11.4.0

 

All users are remote spread accross multiple locations behind various routers (mostly Cisco), the Lync 2010 Edge server is used to negotiate ICE.

 

Thanks,

Shaun

Message 4 of 6
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Polycom Employee & Community Manager

Re: Polycom CX series, MoH causes call to become inaudible

Hello Shaun,

 

as originally replied the Phone Software for the Lync phone edition phones is provided and hosted by our partner Microsoft.

 

The actual hold music file is embedded inside the phone firmware and any issue would need to be either reported directly to Microsoft or via your Polycom reseller and/or Polycom support.

 

Its great that you posted all your local information and others will be able to cross reference your details but the correct way to get this to the attention of either support teams is to raise a ticket.

 

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 5 of 6
Highlighted
Advisor

Re: Polycom CX series, MoH causes call to become inaudible

Hi Steffen,

 

 

We have raised this on the Microsoft TechNet forum, if anyone has experienced the problem please feel free to share your experience this will allow us to better understand the problem, the link is below.

 

 

http://social.technet.microsoft.com/Forums/sqlserver/en-US/11724a76-7d36-4698-9d37-83f1e061f84c/poly...

 

 

If it doesn't look like this is progressing to a resolution we will look at raising the problem with either our Polycom reseller, Polycom support, or directly with Microsoft.

 

 

Thanks,

Shaun

Message 6 of 6