VVX ringback delay

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Occasional Advisor

VVX ringback delay

Hi,

 

I‘ve noticed this for years but it wasn’t much of an issue until a client brought it up

 

If we dial any phone number, there is a delay between the time the polycom phone gets a RING signal vs the time that the end user actually hears a ringing tone

 

If I set the Voip server to answer the call immediately and then play ringing tones manually through the server itself, this behaves as expected - ringing is immediately heard. The user is now under the impression that the call began to connect immediately.

 

Any way at all to remove this ringback delay? We mainly deal with VVX3xx and 4xx. Any firmware. Currently I have the latest 5.7.

Message 1 of 10
9 REPLIES
Polycom Employee & Community Manager

Re: VVX ringback delay

Hello @ja133,

welcome to the Polycom Community.

 

Its always good to declare the whole Software version aka 5.7.x rather than 5.7 as this now includes 3 different levels.

 

As a standard the phone creates US Dial Progress tones which may differ from your yet unknown location. In addition if the SIP Server sends us a 183 but no call progress tone we will not play anything.


The community's VoIP FAQ contains this post here:

Jan 19, 2012 Question: How to troubleshoot Polycom VoIP related Issues?

Resolution: Please check => here <=


Please get us at least a log or wireshark so the community can look at this and understand the requirement. It may also be useful to include a video for us to understand what you are actually after.

 

As this is for one of your paying customers you can also get this into support.

 

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

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom device from.

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

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please 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".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom 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 may be answered on weekends, bank holidays or personal holidays.
Message 2 of 10
Occasional Advisor

Re: VVX ringback delay

This can literally be duplicated with ANY polycom VVX phone of the models I specified (and I am sure other models too).

 

Just call another extension within your office. The other extension you dialed will start ringing immediately. It will take 1-2 seconds before you hear ringing tones on the Polycom you dialed from.

 

But if you insist on logs and all this information (which I really don't find necessary since it's such an obvious and easily-reproduced issue that literally anyone can pick up the phone and do) - I will work on that when I return to the office.

Message 3 of 10
Polycom Employee & Community Manager

Re: VVX ringback delay

Hello @ja133,

we need certain information to understand your problem. If you dial another phone most likely this is going via your SIP PABX aka therefore creating a 183 or some weird SDP.

 

As you still have not told us what country you are in, and I already told you the US Call Progress Tone is set as a standard, you may want to play with the below.

 

Nov 23, 2011 Question: How can I change my Dial Tone or Call Progress Tones to sound like my local Dial Tone?

Resolution: Please check => 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

Polycom Global Services

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please 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".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom 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 may be answered on weekends, bank holidays or personal holidays.
Message 4 of 10
Occasional Advisor

Re: VVX ringback delay

I am in the USA. I don't necessarily need to change the ringback tone, I would just love it if the ringback tone can be played much sooner than the current delay.

 

Between the time that the PBX provides a SIP 180 Ringing and the time that we actually hear the ringback tone - there is a delay of about 2.5 seconds. 

 

Just because there is a 2.5 second delay, this doesn't mean that the call isn't being processed properly. The other phone we are dialing begins to ring immediately. So no delay there. The issue is that the caller thinks "wow this new voip system is so slow, look at this long delay. my old system rang immediately. I knew i should've stuck with my analog pbx".

 

I experience this ringback delay with any Polycom phone I ever touched in my life, with any SIP PBX (asterisk, freeswitch, ring central, etc). If I go to a Yealink or Cisco phone, for example, as soon as the PBX sends a 180 ringing, we immediately hear the ringback tone within a split second. 

 

Moreover as mentined in the first post, if I tell my pbx to "answer" the call and then play ringing tones, there is no delay whatsoever, considering the call was technically answered, and now the ringback tones are being generated directly from the PBX.

 

Logs and whatever else you requested will be posted shortly, unless you have a solution on removing this 2.5 second ringback delay. 

 

Just for the fun of it, I already tried changing my ringback tone to one of another country just to see if there's anything I can play around with as far as the delay is concerned. Regardless of what country's tones I am using, there will always be that 2.5 second delay before the ringback tone is played on the polycom phone. Feel free to pick up your phone and call another phone, you'll see exactly what I am talking about. Once you dial the other extension number, let's call it x205, that phone will immediately ring. Your phone - till you hear the ringing tone, it will be almost 3 seconds, giving you the illusion that the call connect time is really slow.

Message 5 of 10
Polycom Employee & Community Manager

Re: VVX ringback delay

Hello @ja133,

None of my EMEA customers have ever complained bout anything like this and our millions of customers world wide either do not mind or your customer is very specific.

 

I suggest you get this into NALA support.


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

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

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom device from.

Best Regards

Steffen Baier

Polycom Global Services

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please 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".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom 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 may be answered on weekends, bank holidays or personal holidays.
Message 6 of 10
Occasional Advisor

Re: VVX ringback delay

Logs show nothing except for the startup log

 

Wireshark all you are going to see is a 180 Ringing. The only way I can show you the ring back delay is through a video or if you pick up a phone and try it yourself. 

 

MAC address of the phone is 0004F2DD0C84

Message 7 of 10
Polycom Employee & Community Manager

Re: VVX ringback delay

Hello @ja133,

back in the office today and I found an old email threat from Feb 2015 where another US Customer complained about this.

 

I updated the FAQ post and have added a modified US_modified_Tones.cfg within the Tones.zip file which should do what your customer wants.

 

The Mac provided was sold via WESTCON GROUP EUROPEAN OPERATIONS LTD back in 30/03/2015 so it is out of warranty.


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

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please 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".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom 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 may be answered on weekends, bank holidays or personal holidays.
Message 8 of 10
Occasional Advisor

Re: VVX ringback delay

This worked PERFECTLY!! THANK YOU SO MUCH!!!!!!

 

Quick follow up question. If in the unlikely event we ever needed to remove this, what is the best way to go about setting it back to default?

Message 9 of 10
Polycom Employee & Community Manager

Re: VVX ringback delay

Hello @ja133,

Factory reset the device ?

 

 se.pat.callProg.ringback.inst.1.type="silence"
 se.pat.callProg.ringback.inst.1.value="2000"
 se.pat.callProg.ringback.inst.2.type="chord"
 se.pat.callProg.ringback.inst.2.value="ringback"
 tone.chord.callProg.ringback.freq.1="440"
 tone.chord.callProg.ringback.freq.2="480"
 tone.chord.callProg.ringback.level.1="-25"
 tone.chord.callProg.ringback.level.2="-25"

 

Could you mark this as solution provided?


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

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please 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".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom 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 may be answered on weekends, bank holidays or personal holidays.
Message 10 of 10