Genesys with Poly VVX 250 drops audio

[kpittman63]

VVX 250 rev 6.4.6. Using TLS and OPUS CODEC. Randomly the agent using the Poly cannot hear the outside caller. This agent is in normal conversation with caller then the agent cannot hear the outside caller. Once it drops the audio does not come back during that call. Wireshark shows all RTP being delivered to the Poly so not drops. I have 2 examples of this and it seems that the audio is dropped when the Poly receives some weird RTP EVENT packets (8 to 10). After receipt of these packets the Poly cannot hear the caller although the RTP stream is there. Unfortunately, since its OPUS I cannot listen to the stream. Any thoughts?

[M_Salman]

Hi @kpittman63 Welcome to Poly HP Support Community.  

Due to limited support, I would request you contact our HP Support, and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link.

https://support.hp.com/us-en/poly 

I hope this helps! Keep me posted for further assistance. If you find the information provided useful or solves your problems, help other users find the solution more easily by giving Kudos/Thumbs Up and marking my post as an Accepted Solution.

Regards,

Salman