removing call from hold results in garbled audio - CX600

[Anonymous]

When we put a caller on hold and then remove them from hold, the audio is sometimes garbled or sounds like it's on slow motion. We are using Polycom CX600s with firmware version 4.0.7577.4411.

I was going to open a ticket, but it requires a serial number and this does not happen on any one particular phone, nor is it reproducable at will...it is very intermittent. It has not ever happened using the Lync client, only the physical phone.

[SteffenBaierUK]

Hello NDBH,

welcome to the Polycom Community.

Is this occurring on LYNC 2010 or LYNC 2013?

The first step should be to ensure you have the Monitoring Server Reports setup. This Microsoft tool will enable you to check the quality of the calls.

The issue you describe seems to occur when the signaling changes, i.e. you putting the call on hold (sendonly) and then resuming the call (sendrecieve).

Are these internal or external calls via a Gateway?

A individual serial number in order to raise a case would be required but you may want to consider working directly with Microsoft as the LYNC platform and the Software running on the phone is supplied by Microsoft.

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

[Anonymous]

Lync 2013

Calls via a gateway (Sonus SBC 2000) - but it only happens when we use the HOLD button on the physical phone, not when using the hold feature on the Lync client.

[SteffenBaierUK]

Hello NDBH,

as already explained you can monitor the audio quality via the Microsoft LYNC setup.

You will need to escalate this case as we require a multitude of specific LYNC logs.

Please work with your Polycom reseller and/or Polycom support directly.

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