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removing call from hold results in garbled audio - CX600

Occasional Visitor

removing call from hold results in garbled audio - CX600

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.

Message 1 of 4
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Polycom Employee & Community Manager

Re: removing call from hold results in garbled audio - CX600

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

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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 4
Occasional Visitor

Re: removing call from hold results in garbled audio - CX600

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.

Message 3 of 4
Polycom Employee & Community Manager

Re: removing call from hold results in garbled audio - CX600

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

----------------
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 4