Opus codec issue after placing calls on hold

ja1331 · ‎08-23-2019

Hi,

I've tested with:
VVX311/VVX411/VVX250

Tested with firmwares: 5.8.3.2414 / 5.9.2.3446 / 5.9.3.2857 / 6.1.0.6189

Attached is a quick picture of a sample packet capture

Only when using opus codec, not when using any other codec, when I place a call on hold, then resume the call, there is one way audio. It appears that the polycom phone is picking up a different RTP version payload type when the call is taken off hold. We can also replicate this issue when pressing the conference button (technically it places the caller on hold) and then cancelling the conference.

This only happens on incoming calls to the polycom phones, and I am unable to replicate this with any other vendor phone, even using the same IP PBX (asterisk 13 pjsip). When we place outbound calls, this issue does not exist.

Aby suggestion on where to go from here?

Not using SRTP (I saw a related post about SRTP issues). Don't know what else to try at this point. I've hit a wall.

Thanks in advance

SteffenBaierUK · ‎08-23-2019

Hello @ja1331 ,

Welcome back to the Poly Community.

The next step would be a support ticket.

In order to raise a support ticket, you need to work with your Poly reseller as they may need to do this for you.

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

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.

If the unit is no longer within the warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail here

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

------------------------------------------------
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

ja1331 · ‎08-23-2019

MAC is: 64167F599CCE

ja1331 · ‎08-23-2019

For reference the original screenshot untitled1.png was incorrect, this is the correct one

SteffenBaierUK · ‎08-24-2019

Hello @ja1331

SCANSOURCE INC sold this VVX250 back in 28/02/2019. This means it is still in warranty and they can open a Ticket with Poly support for you.

Best Regards

Steffen Baier

------------------------------------------------
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

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