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Polycom CX700 UC Phone issue

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Occasional Visitor

Polycom CX700 UC Phone issue

So for the past 2.5 years we have had no issue with the CX700 IP phones running in our OCS 2007 R2 infrastructure. About a month ago I started recieving reports from users that when they dial a specific number for Ready Access Conferencing they recieve a loud screaching sound on the first ring from the device. I have tested and can confirm that this sound is only applicable to the CX700 UC Phone. All the CX700s in our environment are running at the most current release of firmware from Microsoft. 

If the number is dialed from a CX300, from the computer without any phone device attached or from any of our IP7000 conference phones the noise does not present itself.

If run trace logs from both our IP/PSTN Gateway and from within OCS itself. From the OCS side of things I can listen to the calls that were made and the noise does not appear in the sniffer tool, even though the call was made from a CX700. 

 

Any information will be helpful as I'm at a loss at this point.

 

Thanks

Message 1 of 5
4 REPLIES 4
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Polycom Employee & Community Manager

Re: Polycom CX700 UC Phone issue

Hello Wgarner,

welcome to the Polycom Community.

Making calls from a CX300 connected to a PC or from an IP7000 which is a SIP only device and not compatible with OCS cannot be compared.

 

Have you contacted Microsoft Support yet?

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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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 2 of 5
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Occasional Visitor

Re: Polycom CX700 UC Phone issue

This issue has only been reported within the past 3 months and only with the CX700 UC phone. I've called the Ready Access number 1-866-365-440 from a mobile phone, CX300, and CX5000 without being able to reproduce the problem. In each case the CX devices were connected via USB to my laptop. Only the CX700 is able to reproduce this issue 100% of the time. 

 

Microsoft support has been no help as we are still on OCS 2007 R2 and are updated to the most current OCS patching and windows level. The CX700 is on the latest firmware build and  has been for over a year. 

 

Also it does not matter what subnet or office location the call is made from the loud screeching noise is always heard.

 

I've tried to contact Level 3 regarding this but they are insiting it's on our end, but with only the CX700 behaving this way and no changes to the underlying infrastructre have been made I can only assume that it's a combination on something they changed on their side (Level 3) and the CX700. 

Message 3 of 5
Polycom Employee & Community Manager

Re: Polycom CX700 UC Phone issue

Hello Wgarner,

 

you will have to raise a ticket with Microsoft in this case.

 

They can work with our Support if needed but the case for the CX700 needs to be raised with them directly and they will need to work on the escalation.

 

Best Regards

 

Steffen Baier

----------------

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 4 of 5
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Occasional Visitor

Re: Polycom CX700 UC Phone issue

Hello,

 

any updates reagridng this topic ?

 

We are having same problem.

 

At this moment we are in the middle of migration from OCSR2 to Lync. Problem ocures in both systems.

 

Regards

 

Ales

Message 5 of 5