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Polycom Duo poor quality or delay

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Occasional Advisor

Polycom Duo poor quality or delay

 

 

I have a number of Polycom Duo phones with them plugged directly into the network jack and nothing plugged into the data port.  They are all on:

UC Software Version 4.0.10.0568 BootROM Software Version 5.0.10.0028

 

They register to an Avaya Session Manager 6.3.

 

The problem is phones have poor voice quality for the far end.  Have added external mics but did lilttle good.  It appears to be two problems one that the mic isn't on for the first part of a sentence when someone speaks.  So far end instead of hearing Welcome how are you today far end hears "ome how are you today".  

 

Second part seems like phone only allows speaker or mic to be active at one time.  So if far end is talking no one can break in or interrupt the far end from speaking.  Is there a setting that can be toggled?

 

Thank you for any suggestions.  

Message 1 of 9
8 REPLIES 8
Highlighted
Polycom Employee & Community Manager

Re: Polycom Duo poor quality or delay

Hello maacke,

welcome to the Polycom Community.

This is something we would need to investigate and therefore you need to raise this via your Polycom reseller.

 

The next step would be to contact your Polycom reseller and if the reseller is some internet discounter and is unable or unwilling to do this please provide me with a MAC address of one of the phones and I look this up.

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 9
Highlighted
Occasional Advisor

Re: Polycom Duo poor quality or delay

MAC address 00:04:F2:EA:19:14

 

Message 3 of 9
Highlighted
Polycom Employee & Community Manager

Re: Polycom Duo poor quality or delay

Hello maacke,

This unit was sold back in 26/06/2013 via SCANSOURCE COMMUNICATIONS

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: 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 9
Highlighted
Occasional Advisor

Re: Polycom Duo poor quality or delay

Do you have a suggestion on how to make the call quality better?  

 


@SteffenBaierUK wrote:

Hello maacke,

This unit was sold back in 26/06/2013 via SCANSOURCE COMMUNICATIONS

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




Message 5 of 9
Highlighted
Polycom Employee & Community Manager

Re: Polycom Duo poor quality or delay


@SteffenBaierUK wrote:



This is something we would need to investigate and therefore you need to raise this via your Polycom reseller.

 

The next step would be to contact your Polycom reseller and if the reseller is some internet discounter and is unable or unwilling to do this please provide me with a MAC address of one of the phones and I look this up.



I provided you with the details of the reseller.

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

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 6 of 9
Highlighted
Occasional Advisor

Re: Polycom Duo poor quality or delay

MAC address 00:04:F2:EA:19:14

 

I am not getting the point of the support page.  All I see is the first reply on a number of posts is a wave off from Polycom.  I have a product that is 3 years old and don't use that supplier anymore.  I really don't want to open the door up to that supplier to discuss this product's issue along with I am not sure if it is fair to that supplier to have to work on it.  

 

If you can assist with the issue as posted the first time that is great.  If not that is fine as well they are three year old phones and don't have a problem moving to a new product if Polycom doesn't support it anymore.

 

Thanks,
Maacke

Message 7 of 9
Highlighted
Polycom Employee & Community Manager

Re: Polycom Duo poor quality or delay

Hello maacke,

the official Polycom community is not a replacement for our Support infrastructure and we do not provide direct support to end users.

 

Many issues posted here need to be looked at by Polycom support and may require accounts we can use for testing so we cannot do this via an Internet forum.

 

Mar 8, 2012 Question: What kind of support should I expect from the Community?
Clarification: Please check => here <=

 

The above FAQ post explains the exact reasons for this in detail.

 

A test could be done factory resetting the phones and trying to make an IP address call to another Duo to avoid the Avaya switch.

 

In addition some detail if this has ever been the case or only since an recent update could also be helpful.

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: 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 8 of 9
Highlighted
Occasional Advisor

Re: Polycom Duo poor quality or delay

Issue was found to be with newer Cisco switches and Polycom QOS and setting to 5 versus 6.  Cisco knew of the issue in their board.  

 

Thanks,

Maacke

Message 9 of 9