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VVX 600 Lync calls to Skype drop after 15/30 seconds

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Frequent Advisor

VVX 600 Lync calls to Skype drop after 15/30 seconds

We have Skype federation working in Lync 2013.

 

when we make a call from the VVX 600 the call drops after 30 seconds.we we receive a Skype call to a VVX 600 is disconnects after 15 seconds.

 

we do not get this problem from our Snom 870 phones or the Lync client on mobile phones.

 

any idea why this is?

 

thanks

 

ajck

 

Message 1 of 8
7 REPLIES 7
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Polycom Employee & Community Manager

Re: VVX 600 Lync calls to Skype drop after 15/30 seconds

Hello guideclothing,

welcome to the Polycom Community.

It is always useful to include the currently used software version as issues experienced may already be addressed in a newer release.

This also allows yourself and others to check against current software release notes.

Therefore the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP UC Software Version or the BootROM Version of my Phone?
Resolution: Please check here

 

Can you also confirm how many softkey's you see in the display once you are connected to the other end?


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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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.

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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 8
Highlighted
Frequent Advisor

Re: VVX 600 Lync calls to Skype drop after 15/30 seconds

Hi,

 

the phone details are:

 

UC Software Version 5.1.1.2986 

BootBlock: 3.0.4.0061

BootL1: 1.0.0.0041

Updater: 5.3.2940

 

please see attached two images of the VVX 600 screen - one when it received a Skype-Lync call and done where it initiates a Skype-Lync call. You will be able to see the softkeys that are displated

 

thanks for your help

 

jack

 

Highlighted
Polycom Employee & Community Manager

Re: VVX 600 Lync calls to Skype drop after 15/30 seconds

Hello guideclothing,

this is most likely a ICE / STUN issue and you will need to work with your Polycom reseller.

 

Please ensure to provide the per device LYNC license when they raise a support ticket with 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

----------------
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 4 of 8
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Frequent Advisor

Re: VVX 600 Lync calls to Skype drop after 15/30 seconds

hi,

 

i purchased the untis from www.insight.com/uk who are just an online store. They do not provide support. Can i not open a ticket directly?

 

thanks

 

jack

 

Message 5 of 8
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Polycom Employee & Community Manager

Re: VVX 600 Lync calls to Skype drop after 15/30 seconds

Hello Jack,

End customers are unable to open a Ticket with Polycom support as it is the resellers responsibility to provide Tier 1 support to yourself.

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 6 of 8
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Occasional Visitor

[SOLVED] Re: VVX 600 Lync calls to Skype drop after 15/30 seconds

Greetings,

 

I was having this same issue and the fix was a few changes to my trunk configuration on each gateway.  From the Lync Management Shell, I made the following settings:

RTCPActiveCalls = False

RTCPCallsOnHold = False

EnableSessionTime = True

EnableReferSupport = False

 

The last setting actually fixed an issue we were having with call transfers.  When we tried, we got a busy signal and a "Transfer Failed" error on the display.  Both issues seem to be fixed now. 

 

Message 7 of 8
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Frequent Advisor

Re: [SOLVED] Re: VVX 600 Lync calls to Skype drop after 15/30 seconds

thanks for this

 

i had a case open with microsoft for 3 months and at the end we worked out that this issue only happened when a call initiated on a VVX handset was answered by a Skype Client on a mobile device - and they confirmed this was not supported yet.

 

can you confirm your fix resolves the issue when a call is initiated from a VVX handset and answered by a Skype Mobile application e.g. on an iPhone / iPad / Android?

 

many thanks

 

jack

 

Message 8 of 8