• ×
    Information
    Windows update impacting certain printer icons and names. Microsoft is working on a solution.
    Click here to learn more
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
  • ×
    Information
    Windows update impacting certain printer icons and names. Microsoft is working on a solution.
    Click here to learn more
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
Guidelines
The Poly Video Conferencing Knowledge Base is live! We look forward to helping you with common issues and troubleshooting advice!
HP Recommended

 

We are having an issue on multiple different networks across the US where we have multiple 0365 accounts logged successfully into multiple different Polycom Group Series 300s and 500s. We are able to make SIP calls with no problems at all but when I make a PSTN call to cell phones, audio conference bridges or land lines, there is a 3-5 second delay in answering the call from the far end (I can answer my cell phone but there is a 3-5 second delay before audio is transferring both ways). And then when I go to hang up via the Polycom Group Series’ Web UI or RP TP, there is a 20-30 second delay from hitting the “Hang Up” button and the call actually ending on the screen and far end cell phone. Audio automatically stops both ways via programming but the 310/500 wont state that the call is ended on the screen and if you are on a cell phone the call stays active for a good 20-30 second delay each time.

 

Anyone else have this issue, resolved this issue or have seen this issue? Need help asap! 

 

Thank you, 

3 REPLIES 3
HP Recommended

Hello Taylor Austin,

welcome to the Polycom Community.

It is always useful to include the currently used Software version as issues experienced or a question asked may already be addressed in a newer release.

This also allows yourself and others to check against current software release notes, Administrator Guides or FAQ post’s.

The above is also stated in the "Must Read First" and is the absolute minimum requirement every new post should include. .

In addition providing us with this basic information gives Polycom an idea what Software Versions are used in the field and avoids wasting time trying to troubleshoot issues which have already been addressed.
 

Please also include details if this is Skype for Business online or on premise.

 

If you want help ASAP you must open a case via your reseller 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
HP Recommended

The Firmware ranges from systems that havent been updated in over a year to updated to the newest release - 6.1.3-390050. This is a cloud based Skype For Business environment. 

HP Recommended

I had the same problem but with Avaya Session Manager.  I was able to resolve the issue by turning off Direct IP-IP audio connections on the trunk going from communication manager to Session Manager.  I hope this helps.

† 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>.