Polycom VVX Phones Not Ringing for Incoming Calls from CUCM ... - HP Support Community

Anonymous · ‎08-01-2016

Here is the specific call flow that I am having an issue with:

Cisco CUCM -> SIP Trunk -> Audio Codes Gateway -> SIP Trunk - > Skype for Business Pool

Calls to and from Cisco CUCM to the Skype for Business environment work without issue on both the Polycom phone and Skype for Business Windows client without issue with one exception; the Polycom VVX 501 (or 601) will not ring or be able to answer the incoming call from CUCM. It can place an outbound call to CUCM without any issue. It can receive Skype calls without issue.

I have done quite a bit of searching for an answer on this and I actually found a thread from 2013 of someone dealing with a very similar issue:

http://community.polycom.com/t5/VoIP/VVX-410-310s-do-not-ring-when-called-from-Legacy-PBX/td-p/43399

I have collected some output from both the Audiocodes gateway as well as Skype for Business that seems to be relevant (output sanitized):

From Audio Codes Gateway:

14:22:33.211 ---- Incoming SIP Message from 192.168.12.23:5060 to SIPInterface #1 (SIPInterface_1) ReliableTransportObject(#181)-TcpSocketAPI(#181) ---- [Time:01-08@19:22:34]

SIP/2.0 491 Proxy side reinvite failed, pass result to GW.
FROM: "User Name"<sip:1234567890@192.168.20.11>;tag=1c1949649251
TO: <sip:+11234567864@192.168.12.21>;epid=B30B8A5C8B;tag=e52d3434e0
CSEQ: 2 INVITE
CALL-ID: 854705387182016192225@192.168.20.30
VIA: SIP/2.0/TCP 192.168.20.30:5060;branch=z9hG4bKac637503164;alias
CONTENT-LENGTH: 0
SUPPORTED: 100rel
SERVER: RTCC/6.0.0.0 MediationServer

From CLS Log on the Skype for Business Pool

TL_INFO(TF_PROTOCOL) [skypepool01\SFB-02]27B8.17E0::08/01/2016-18:48:02.809.01119BE7 (SIPStack,SIPAdminLog::ProtocolRecord::Flush:ProtocolRecord.cpp(261)) [1297074480]
Trace-Correlation-Id: 1297074480
Instance-Id: 11D08
Direction: outgoing;source="local"
Peer: skypepool01.domainname.local:55228;ms-fe=SFB-01.domainname.local
Message-Type: response
Start-Line: SIP/2.0 101 Progress Report
From: "User Name"<sip:1234567890;phone-context=GlobalDialPlan@domainname.com;user=phone>;epid=47E88A0668;tag=536fbf7281
To: <sip:+11234567864@domainname.com;user=phone>
Call-ID: cb312ed0-1a4a-4f50-84d7-20f16884ec3c
CSeq: 16606 INVITE
Via: SIP/2.0/TLS 192.168.12.21:55228;branch=z9hG4bK8EC9772E.2CCE1DAA2A9ACB42;branched=FALSE;ms-received-port=55228;ms-received-cid=34D000
Via: SIP/2.0/TLS 192.168.12.21:55548;branch=z9hG4bKfed8f88a;ms-received-port=55548;ms-received-cid=363000
Record-Route: <sip:skypepool01.domainname.local:5061;transport=tls;ms-fe=SFB-01.domainname.local;lr>;tag=A017FDA9A230FF38A744792A7BE4DB65
Content-Length: 0
ms-diagnostics: 13004;reason="Request was proxied to one or more registered endpoints";source="SFB-02.DOMAINNAME.LOCAL";Count="2";appName="InboundRouting"
 
TL_INFO(TF_PROTOCOL) [skypepool01\SFB-02]27B8.17E0::08/01/2016-18:48:02.842.01119BE8 (SIPStack,SIPAdminLog::ProtocolRecord::Flush:ProtocolRecord.cpp(261)) [1297074480]
Trace-Correlation-Id: 1297074480
Instance-Id: 11D09
Direction: incoming
Peer: 10.10.24.138:38110
Message-Type: response
Start-Line: SIP/2.0 488 Not Acceptable Here
From: "User Name" <sip:1234567890;phone-context=GlobalDialPlan@domainname.com;user=phone>;epid=47E88A0668;tag=536fbf7281
To: "Skype Test" <sip:+11234567864@domainname.com;user=phone>;epid=64167f023c77;tag=20425ADC-C8BA7677
Call-ID: cb312ed0-1a4a-4f50-84d7-20f16884ec3c
CSeq: 16606 INVITE
Contact: <sip:skypetest@domainname.com;opaque=user:epid:MzslqnXuZVSw3NzkzkHlcgAA;gruu>
Via:  SIP/2.0/TLS 192.168.12.22:5061;branch=z9hG4bKCFF369AD.942F95AF9C49CB42;branched=TRUE;ms-internal-info="acunc-YlkySHg7jV1kzs8C-hQYh1WgSAv1zWzJM9so6e2vlS-UX29DZQAA"
Via:  SIP/2.0/TLS 192.168.12.21:55228;branch=z9hG4bK8EC9772E.2CCE1DAA2A9ACB42;branched=FALSE;ms-received-port=55228;ms-received-cid=34D000
Via:  SIP/2.0/TLS 192.168.12.21:55548;branch=z9hG4bKfed8f88a;ms-received-port=55548;ms-received-cid=363000
Record-Route:  <sip:skypepool01.domainname.local:5061;transport=tls;ms-fe=SFB-02.domainname.local;opaque=state:F:Ci.R34c900:Ieh.F8NyhjY6ZO45OmTuddrn1QFQ2y5T1kp2kFpdyIsxjX-Obf8_hwkrTCcaQwZwyvlS-UP5rTPgAA;lr;ms-route-sig=ddJVQNw-w-kcp7ymDcRK2d3XPKnieVrzG2D-TL6jnxdlqvlS-UP5rTPgAA>;ms-rrsig=ddQcAYeCpmGcasH8jhMzXv-UKXqvt68d6Zpzn92WZOH82vlS-UP5rTPgAA;tag=1455CCE7ADA8DBB61858B6828B979C51, <sip:skypepool01.domainname.local:5061;transport=tls;ms-fe=SFB-01.domainname.local;lr>;tag=A017FDA9A230FF38A744792A7BE4DB65
Content-Length: 0
Ms-client-diagnostics: 6000; reason="Instant Messaging disabled by policy"
 
TL_INFO(TF_AUTH) [skypepool01\SFB-02]27B8.17E0::08/01/2016-18:48:02.842.01119BE9 (SIPStack,CAUTHEngine::DoSignMessage:AuthEngine.cpp(944)) [3711370801]( 00000009BA9A2760 ) Requiring encoding of destination identity for +11234567864@domainname.com
TL_INFO(TF_DIAG) [skypepool01\SFB-02]27B8.17E0::08/01/2016-18:48:02.842.01119BEA (SIPStack,SIPAdminLog::WriteDiagnosticEvent:SIPAdminLog.cpp(827)) [3711370801] $$begin_record
Severity: information
Text: Routed a request on behalf of an application
SIP-Start-Line: ACK sip:skypetest@10.10.24.138:38110;transport=tls;ms-received-cid=34C900 SIP/2.0
SIP-Call-ID: cb312ed0-1a4a-4f50-84d7-20f16884ec3c
SIP-CSeq: 16606 ACK
Peer: 10.10.24.138:38110
Data: destination="skypetest@domainname.com";application="http://www.microsoft.com/LCS/DefaultRouting"
$$end_record
 
TL_INFO(TF_PROTOCOL) [skypepool01\SFB-02]27B8.17E0::08/01/2016-18:48:02.842.01119BEB (SIPStack,SIPAdminLog::ProtocolRecord::Flush:ProtocolRecord.cpp(261)) [3711370801]
Trace-Correlation-Id: 3711370801
Instance-Id: 11D0A
Direction: outgoing;source="local"
Peer: 10.10.24.138:38110
Message-Type: request
Start-Line: ACK sip:skypetest@10.10.24.138:38110;transport=tls;ms-received-cid=34C900 SIP/2.0
From: "User Name"<sip:1234567890;phone-context=GlobalDialPlan@domainname.com;user=phone>;epid=47E88A0668;tag=536fbf7281
To: "Skype Test" <sip:+11234567864@domainname.com;user=phone>;epid=64167f023c77;tag=20425ADC-C8BA7677
Call-ID: cb312ed0-1a4a-4f50-84d7-20f16884ec3c
CSeq: 16606 ACK
Via: SIP/2.0/TLS 192.168.12.22:5061;branch=z9hG4bKCFF369AD.942F95AF9C49CB42;branched=FALSE
Max-Forwards: 70
Content-Length: 0
ms-diagnostics-public: 5012;reason="ACK is being generated on receipt of a failure final response for an INVITE forked by application";AppUri="http%3A%2F%2Fwww.microsoft.com%2FLCS%2FDefaultRouting"
ms-edge-proxy-message-trust: ms-source-type=Pstn;ms-ep-fqdn=SFB-01.domainname.local;ms-source-verified-user=verified

Any help that anyone could give me on this would be greatly appreciated.

SteffenBaierUK · ‎08-01-2016

Hello tjackson,

welcome to the Polycom Community.

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

This also allows yourself and others to check against current software release notes.

The above is also stated in the "Read First"

Therefore the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP UC Software Version or the BootROM Version of my Phone?
Resolution: Please check here

The log snippet you posted does not show any Polycom phones.

In order to try and help to troubleshoot we would need to see more logs. Please open a Polycom 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

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

Anonymous · ‎08-01-2016

The VVX501 in question that I have been testing with is running 5.4.1.17954. The MAC address of the phone is 64167f023c77.

SteffenBaierUK · ‎08-01-2016

Hello tjackson,

SCANSOURCE COMMUNICATIONS is your Tier 1 support contact and the phone should be running 5.4.4 as the latest supported release.

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

Anonymous · ‎08-01-2016

I just upgraded the phone to 5.5.0.20556 since that was available and it has seemingly made no difference.

SteffenBaierUK · ‎08-01-2016

Hello tjackson,

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 state to upgrade 5.4.4 and further work with your Polycom reseller.

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

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

Anonymous · ‎08-02-2016

I have downgraded the firmware to version 5.4.4.3041 and the problem still persists. I will try to reach out to tech support but if anyone else has any suggestions on this it would be greatly appreciated.

Anonymous · ‎09-13-2016

pls check the CAC policy , sometime it might cause issue

Polycom VVX Phones Not Ringing for Incoming Calls from CUCM via SIP Trunk to Skype for Business

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