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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
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‎02-21-2017 02:39 PM

HP Recommended

We recently opened up a new building and users throughout are experiencing dead air on their voice calls.  All phones were installed with POE.  During a call there will be 30 seconds of "dead air" where one party cannot hear the other, then the dead air pause goes away and the call proceeds as normal.  Think "can you hear me now?".  Users have also noticed that during the dead air moment the display on the phone changes; the TRANS and CONF tab go away, only to return when the dead air pause is over.  This problem spans floors and teams, it is building wide.  We have solved the problem by connecting an external power supply.  When we do this the problem goes away.  This is not a long term solution due to the thousands of users we have.  We rely on the POE option for the phones.  We are using a newer model of switch in our netwrok stacks and have been over our network configuration multiple times, making some adjsutments and changes to POE and other settings but nothing has worked.  But if it was a configuration setting why would a power supply solve it?  Has anyone experienced anything like this?

Here is the phone info:

Label: SIP
Version: 3.2.7.0198
P/N: 3150-11530-327

Soundpoint IP 335
Assembly: 2345-12375-001 Rev:A

 

1 REPLY 1

‎02-21-2017 02:41 PM

HP Recommended

Hello jcl,

welcome to the Polycom Community.


You are not using a currently supported software Version so I can only recommend upgrading to UC Software 4.0.11

 

In addition your PoE Switch may not be sufficient enough to power the phones.

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: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
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