Calls to Exchange Online Hosted Voicemail Fail VVX 410

[Anonymous]

We have a bunch of vvx410 phones that fail to be able to connect to Exchange Online Voicemail.  If you call a user and they don't answer you are transferred to their voicemail but there is never any audio the line is just dead air.  The same thing happens if you just call to a user's voicemail directly, the phone rings once, gets transferred to the voicemail system and then it's just dead air, the call is never disconnected but nothing ever happens.

This only happens when using the Polycom phone.  If i exit the BToE application to force the Skype client to use itself for calls the voicemail connections works without any issue.

The phones are able to connect to Exchange Online and sync the calendar and the voicemails. The phones are using UC 5.4.4.3041 and the BToE client is version 3.0.0

Typically rebooting the phone will fix the issue immediately, but it will also just start working if you leave it, although nothing changes in that time.  Regardless the issue always comes back again after a time.

I’m attaching three files, in the hopes they'll help, one is the VVX log (cleared beforehand) of a call to a user using Exchange Online Hosted Voicemail that failed.  The second is of a call to a user using Exchange Online Hosted Voicemail that succeeded. The third is a call to a user with their voicemail hosted on-premise that succeeded.  We've never had an issue with the on-prem accounts, only the Exchange Online accounts.

[SteffenBaierUK]

Hello Martin Palmer,

welcome to the Polycom Community.

Please upgrade to 5.4.5.6770_rts79 instead and re-test.

In addition use BToE Version 3.3.0

If this still fails open a support ticket.

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you. In case this is some sort of an Internet discounter please post your phone's MAC address so I can look up who would be able to support you.

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

[Anonymous]

I upgraded the phone to 5.5.0 (which I assume would have any fixes that were in the version you mentioned) and I removed BToE 3.0.0 and installed 3.3.0 and calls are still failing.  I'm attaching a new log for the failed call.

Here's the MAC for the phone I'm testing on because I'm not sure who I should contact to open a ticket: 0004F28CAAF2

[SteffenBaierUK]

Hello Martin Palmer,

welcome back to the Polycom Community.

The community's VoIP FAQ contains this post here:

Jun 15, 2016 Question:Can I use UC Software 5.5.0 for Lync or Skype for Business deployments?

Resolution:UC Software 5.5.0 has not been qualified by Microsoft to use in Lync or Skype for Business deployments. Polycom will not support UC Software 5.5.0 use in Lync or Skype for Business deployments.

I did give you clear instructions in regards of upgrade to UC Software 5.4.5 only so please use only that.

In regards of who supports you please conatct INGRAM MICRO CANADA

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

[Anonymous · Accepted solution]

After opening a support ticket on this issue it ended up being a problem in the UC software that Polycom had to fix. I believe it was fixed in version 5.2

[Anonymous]

Hello, i have a similar problem and i upgrade my vvx201 phone to the last UC 5.8.2.4732 and the problem is still there. We tests severals revision of the phone and for us only the Rev. E of the VVX201 working when the voicemail is hosted online. Rev.  H, F was not working. Is there any new on that subject? Thanks!

[SteffenBaierUK]

Hello @Josua,

welcome to the Polycom Community.

Both the community's Must Read First and the community's FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:

• Provide the exact Software Version of your Phone
• Provide the Phone Model
• Provide the Call Platform (aka openSIP,Skype for Business Online, Skype for Business on Premise, Lync)
• Additional Polycom Infrastructure (RPRM,PDMS or BToE)
• If applicable provide a backup of the phone in question

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup

• If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
• If possible provide the MAC Address or Serial of the device
• Provide details if the issue is a day 1 issue or only happened after an upgrade or any other relevant details

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Polycom to have an overview of the current software used. In addition providing all details at the same time allow us to check logs or look up a potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.

Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up post’s.

Jan 17, 2017 Question:How can I troubleshoot simple Skype for Business, LYNC or Office365 issues?

Resolution: Have a look => 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

Polycom Global Services

[Anonymous]

1. Phone Information

Phone Model VVX 201 => Rev: H

Part Number 3111-40450-001 Rev:A

MAC Address 64:16:7F:88:2D:4F

IP Mode IPv4

IP Address X.X.X.X

UC Software Version 5.8.2.4732

Updater Version 5.9.6.10658

2. Skype For Business on Premise => Exchange Online hosted Voicemail

3. I attach a phone backup

[SteffenBaierUK]

Hello @Josua,

unfortunately your phone is a 2200-40450-025 meaning it does not come with a Skype for Business license pre-installed.

We do sell the -019 models so the first thing to do is work with your Polycom reseller to purchase or have proof of purchase for all units used in your organisation.

Please be aware of the following when utilizing UCS 4.1.0 or later:

The use of Polycom UC Software versions 4.1.X (“Software”) requires the purchase of a separate Software license for every device that will use the Software in a LYNC / Skype for Business environment. You may not install, access, or use the Software in a LYNC / Skype for Business environment on more devices than are listed on your license until additional licenses have been purchased and authorized by Polycom. These licenses should be purchased from the same company from which you purchased the devices. You may operate devices against a LYNC / Skype for Business server for trial purposes for up to 30 days without purchasing a license. Use of the Software is subject to the terms and conditions of the End User License Agreement.

Polycom reserves the right to audit your deployment to verify that you have sufficient licenses to match the number of devices being used.

Information in regards of License Part Numbers can be found here

The next step would be to utilize the posted FAQ to try and troubleshoot your issue or post logs for others to try.

The next step would be to open a ticket.

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

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

Veracomp SA sold this unit and they are your Tier 1 support contact.

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

[Anonymous]

Thanks for you answer, is there a way to validate if i have a -19 phone, with the interface or web interface or i have to check on my invoice?