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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
HP Recommended

Environment: Polycom vvx411 firmware 5.6.0.17325

 

 

We have an ACD application for our call center.  When calls are placed through the ACD application and an agent picks up the call on the Polycom 5.6.0.17325, the call will disconnect after about 26 seconds.  The call does NOT disconnect after 26 seconds if called directly, outside the ACD.

 

What's weird is any version of the Polycom 5.5 firmware disconnects the call immediately, and firmware 5.4.7.1696 the call stays connected and does NOT disconnect.  5.4.7.1969 is the latest firmware.  Something with 5.5.x and 5.6.x is causing the call to teardown and send a BYE.

 

Here is a log from a call that disconnects after 26 seconds.

 

 

1030131412|app1 |5|00|AppHybridC::LookupContactAttribute Label is prepending to string
1030131412|cfg  |5|00|Prm|Parameter lync.qos.dscpVoice requested type 2 but is of type 0
1030131417|app1 |4|00|Event: Unrecognizable key - appKeyFunc = 330, scan code 0
1030131417|so   |4|00|soStreamAddrSet DestIP: Ignoring for ICE
1030131417|so   |4|00|soStreamAddrSet DestIP: Ignoring for ICE
1030131417|so   |4|00|soStreamAddrSet DestIP: Ignoring for ICE
1030131417|so   |4|00|soStreamAddrSet DestIP: Ignoring for ICE
1030131417|ec   |4|00|CEcLayoutMgr::onNewDocument Phone Busy with call = 1
1030131442|so   |4|00|[SoMediaSessC]: iceSessionCb event SoIceSessionEvent_CheckFailed, (direction=1, state=6) previous m_iceChecksState = 2
1030131442|so   |4|00|[SoMediaSessC]: Unexpected Event: State: SoMediaSessStateFree, Event: SoMediaSessEvLclIceCallCompletionStatusAvailable (0x4198cad8)
1030131442|ec   |4|00|CEcLayoutMgr::onNewDocument Phone Busy with call = 0

 

I'm trying to raise a ticket, but my reseller is having issues submitting a request.

 

Thanks

4 REPLIES 4
HP Recommended

Hello Karnov,

welcome back to the Polycom Community.

I am unsure why they would have an issue raising a ticket for you.

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

------------------------------------------------
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
HP Recommended

We ran into the same issue with some of our phones.  We are a Skype for Business environment using Polycom UCS 5.6.0 on various VVX phones.  For some reason, when making a call from a Cisco device in our CUCM environment the call would disconnect after about 26-27 seconds.  In the reverse direction, Polycom VVX to Cisco, no issues.  Also if the user was logged into their computer and answered on Skype, no issues. 

 

I cleared logs on one of my test phones, then took careful note of the call.  Here are the logs generated when the call was offered and answered:

 

0416140808|cfg  |5|00|Prm|Parameter lync.qos.dscpVoice requested type 2 but is of type 0
0416140808|cfg  |5|00|Prm|Parameter call.autoAnswer.SIP requested type 2 but is of type 7
0416140810|so   |4|00|soStreamAddrSet DestIP: Ignoring for ICE
0416140810|so   |4|00|soStreamAddrSet DestIP: Ignoring for ICE
0416140811|so   |4|00|soStreamAddrSet DestIP: Ignoring for ICE
0416140811|so   |4|00|soStreamAddrSet DestIP: Ignoring for ICE
0416140811|ec   |4|00|CEcLayoutMgr::onNewDocument Phone Busy with call = 1

 

Here are the logs generated when the call auto-disconnected:

 

0416140839|so   |4|00|[SoMediaSessC]: iceSessionCb event SoIceSessionEvent_CheckFailed, (direction=1, state=6) previous m_iceChecksState = 2
0416140839|so   |4|00|[SoMediaSessC]: Unexpected Event: State: SoMediaSessStateFree, Event: SoMediaSessEvLclIceCallCompletionStatusAvailable (0x41b7c558)
0416140839|ec   |4|00|CEcLayoutMgr::onNewDocument Phone Busy with call = 0

 

I noted on the release notes for 5.6.2 two items of interest that are resolved bugs:

 

Call Management EN-64080 -  On the VVX business media phone, calls fail after 30 seconds when the gateway sends a REFRESH INVITE before ICE reINVITE is completed.

 

Call Management EN-61910 - When the VVX business media phone sends ICE connectivity directly and not through the relay, the call gets disconnected after 30 seconds.

HP Recommended

I have the same issue but with VVX 311 devices with detail info :

Phone Information

 

Phone Model VVX 311

Part Number 3111-48350-001 Rev:A

MAC Address 64:16:7F:23:BF:64

IP Mode IPv4

IP Address X.X.X.X

UC Software Version 5.8.0.12848

Updater Version 5.9.5.13643

 

The issue is i call the RGS Skype for business from mobile phone and then RGS do transfer (consult) to the other mobile phone (not pick up by design) , the caller after 10-20 second then drop call but the user destination still ringing.

i have upgrade firmware from 5.7.0 to 5.8.0.12848 but the issue still the same.

 

Regards,

Hadi Supriyadi

HP Recommended

Hello @Hadi Supriyadi,

please work with PT. Ingram Micro Indonesia as they sold the phone back in 16/02/2018


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

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
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.