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answering calls on vvx phones intermittently requires pressing hold/resume to fix one way audio

SOLVED
Occasional Visitor

Re: answering calls on vvx phones intermittently requires pressing hold/resume to fix one way audio

Steffen,

 

You are full of completely useless talking points.  Ever consider a job at the White House?  The run-around, buck passing, and finger pointing are impeccable. 

 

For the rest of you, we have been working on this issue for over a year.  We have been back and forth with Polycom's technical "support" many, many times.  Recreating the issue is nearly impossible since it doesn't happen on every call.  They ask for the impossible PCAP because they know it will just send you back into your hole and you won't bother them for a while, hence, they don't have to do anything more, since it's now back in your lap. 

 

Polycom support claimed that "they've never heard of this problem" when we brought it to them AGAIN a few weeks ago.  Nevermind the various posts on this forum regarding this specific issue -- including one from US over a year ago.

 

We've recently been able to provide a PCAP, and they don't even know how to read it.  It is fantasically insane.  I'm curious to know what ridiculous task they'll ask for next.  Maybe they'll ask us to collect moon dust.

 

We've tried various iterations of 4.x and 5.x firmware.  Interestingly, the 5.1.x seemed to make it worse.

 

Bottom line:  Polycom doesn't have a clue. 

 

Hey Polycom!  Why not just tell us you're working on it and you don't know what's causing it yet?  Sure would be better than the duck and pass.  Sheesh.

 

 

Message 11 of 26
Polycom Employee & Community Manager

Re: answering calls on vvx phones intermittently requires pressing hold/resume to fix one way audio

Hello seriously?,

welcome to the Polycom Community.

I am unsure how to reply to your post as you unfortunately have not provided any information at all.

 

As you can see by the prior replies of other users some of them are using SIP and others are using LYNC.

 

Both cannot be simply compared and need intensive troubleshooting and support. The community does not provide free support and highlights this => here <= and in the VoIP FAQ in detail.

 

My replies to other users simply highlight the correct escalation path to ensure they receive the professional support they require.

 

In order to assist or at least follow this up internally I would kindly ask you for the following:

 

  • Polycom support ticket number starting with a 1-
  • Call server used?
    LYNC or SIP
  • Phone model’s used?
  • Have you tried other manufacturers phones?

 

If our team is unable to replicate the issue we simply require the issue to appear in your individual network as otherwise we are not able to attempt and reproduce this in our lab.

 

I cannot comment on your individual support case as I am not aware of the ticket that you have logged.

 

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




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also 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".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly 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 maybe answered on weekends, bank holidays or personal holidays.
Message 12 of 26

Re: answering calls on vvx phones intermittently requires pressing hold/resume to fix one way audio

Hey All,

I have many customers with the same issues. We are using Asterisk 1.4 in our NOC and the customer's site has an EdgeMarc router that gives us the ability to do packet captures. I am attaching some here. The capture was on the EdgeMarc listening on the LAN interface. I have seen this behavior firsthand, and we are not falsifying the information. In this capture, both streams are present, and you can listen to both in the capture, but during this test, extension 110 was unable to hear extension 200.

 

Rob Whitlatch

VoIP Engineer

Polycom Employee & Community Manager

Re: answering calls on vvx phones intermittently requires pressing hold/resume to fix one way audio

Hello extremerotary,

like with any other support issues this needs to be raised via your Polycom reseller to be brought to the attention of Polycom support.

 

We need the following:

 

  • Unfiltered Wireshark trace from a spanned port on the phone end
  • Phone App & Boot logs
  • Backup of the Phone configuration

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




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also 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".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly 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 maybe answered on weekends, bank holidays or personal holidays.
Message 14 of 26

Re: answering calls on vvx phones intermittently requires pressing hold/resume to fix one way audio

Hey Steffen,

If that's the way we need to go, I will encourage my customer to do so and provide the requested information to their vendor. We promote Polycoms (and have over 10,000 endpoints using them on our network), but do not sell them - we have third party vendors for that. Although I find it frustrating that everything must go through a vendor, I do understand the support process as my company does not support the end users, only our resellers. 

 

If it helps, I did provide the wireshark trace mirroring eth0 of the router where the phone is plugged in. For fun I've attached the boot logs and app logs since my customer does not have access to my provisioning server as well as all the configuration files (minus the sip URI and password).

Highlighted
Polycom Employee & Community Manager

Re: answering calls on vvx phones intermittently requires pressing hold/resume to fix one way audio

Hello extremerotary,

as explained this needs to be raised with support.

 

Could you also clarify that your issue is resumed as in the subject of this post when the call is placed on hold and then resume ?

 

If no then the post should have not been replied here.

 

Only looking briefly at the wireshark trace and the logs.

 

The phone was initially configured with the completely wrong config and the logs is full of errors when starting up.

 

I hope the phone was factory reset before configuring it with the basic config that was attached.

 

In addition I can see you use tcpIpApp.port.rtp.mediaPortRangeStart="15000" but the phone is still sending the RTP from port 2234.

 

The Software the phone is running is UCS 5.0.2 which is outdated by the latest UCS 5.2.0

 

I would suggest:

 

  • Factory default the phone (if not already done)
  • Use the basic configuration after upgrading to UCS 5.2.0

If the issue still occurs raise it via the Polycom reseller.

 

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




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also 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".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly 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 maybe answered on weekends, bank holidays or personal holidays.
Message 16 of 26
Occasional Visitor

Re: answering calls on vvx phones intermittently requires pressing hold/resume to fix one way audio

I am also seeing an issue with ICE negotiations with only one Edge server.  Audio works perfectly if the VVX 500 phone has a public IP address, but fails in both directions when using NAT.  On version 5.2.0.8330 and Lync 2013.

Message 17 of 26
Polycom Employee & Community Manager

Re: answering calls on vvx phones intermittently requires pressing hold/resume to fix one way audio

Hello John Locket,

welcome to the Polycom Community.

As already advised to the original poster please raise a Ticket with your Polycom reseller.

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




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also 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".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly 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 maybe answered on weekends, bank holidays or personal holidays.
Message 18 of 26
Regular Visitor

Re: answering calls on vvx phones intermittently requires pressing hold/resume to fix one way audio

I also have this issue as well.  It looks like the VVX phone isn't sending an invite back to the call manger.  I tried a few  versions of firmwares and it doesn't seem to help.  It is wierd because some VVX phones in the office work and others don't.  

 

I tried opening a ticket with the vendor that sold the phones to us and I may be switching vendors. The response hasn't been good.  It has been quite a while since the last post was updated so I'm wondering if a fix was ever found?

Message 19 of 26
Polycom Employee & Community Manager

Re: answering calls on vvx phones intermittently requires pressing hold/resume to fix one way audio

Hello mark.nie,

welcome to the Polycom Community.

 

As you can see this post is quiet old. 

 

Like many other posters before you it is of utter importance rather than quote to have tried certain software version to simply list them.


It is therefore always useful to include the currently used SIP or UC Software version as issues experienced may already be addressed in a newer release.

Please also include if you are using a SIP server or a LYNC server

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

The above is also stated in the "Read First: Welcome to the Polycom VoIP Forum"

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

 

Your post mentions a call manager.

 

Are you talking about a Cisco CUCM?

 

If yes then the VVX Phones are neither supported or tested on that Platform.

 

As you replied to an older post we do not know if this is about SIP or LYNC as both is being discussed here so it is useful to mention this.

 

Prior posters claim to have raised a Polycom support ticket as they state they worked with Polycom support but none of these ever provided the relevant Polycom support ticket reference.

 

Polycom support is unable to troubleshoot anything if we are not given a chance to look at the issue at hand.

 

To cut a long reply short, please ensure you contact your Polycom reseller so they can open a ticket for you with Polycom support.

 

If this fails please provide me with a MAC address of a phone in question and I can check this internally and point you to the right people.


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




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also 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".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly 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 maybe answered on weekends, bank holidays or personal holidays.
Message 20 of 26