Skype for business some outside calls failing

[Anonymous]

Hello,

we are using Skype for business server 2015 with VVX 311, 411, 600 phones. Sometimes, when calling outside numbers the call ends after just a few rings, and user activity report gives a 10404 Diagnostic ID (user not found). Also, i noticed that when thah happens, the phone tries to call not the number we are dialing but number@domain.com. We tried with different outside numbers, and on some of them we got the same issue. Also, we tried to call these numbers from cell phone, and everything worked fine.

As for my understanding, seems like it understands external numbers like internal, so I went through all normalization rules, tested these rules with some external numbers - they are translating as external, all good, but still can't call.

We are using latest VVX firmware.

[SteffenBaierUK]

Hello @Augustinas ,

welcome back to the Polycom community.

Stating the latest software does not help others when finding this post in days, weeks, months or years to come as they do not know what software mentioned was current at the time of writing.

Please therefore always post the exact complete build id.

Therefore the Polycom VoIP FAQ contains this post here:

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

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 <=

and

Oct 7, 2011 Question: Phone unable to Dial a number when Off Hook or on 2nd Call in a Conference or Digitmap issues

Resolution: Please check => 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

[Anonymous]

The exact version is 5.9.1.0615.
There is a log fragment, that looks suspicious to me, when trying to make outside call. Maybe there is a way to insert the whole log?

|4|00|Protocol list is not available in auto-discovery response.
|4|00|EWS URL is not available in auto-discovery URL response.
|4|00|'autodisc' Service CSoapTransaction network error = Connection closed (2)
|4|00|[EWS Autodiscover] X-OAuth-Enabled=''
|4|00|CSoapTransaction error parsing SOAP response message, error is "error occurred while parsing element", line 23, col 95
|4|00|[EWS Autodiscover] X-OAuth-Enabled=''
|4|00|Event: Unrecognizable key - appKeyFunc = 333, scan code 0
|4|00|AppHybridC::termLclChg failed to find pCall

|4|00|CEcLayoutMgr::onNewDocument Phone Busy with call = 1
|4|00|AppHybridC::termLclChg failed to find pCall
|4|00|CEcLayoutMgr::onNewDocument Phone Busy with call = 0

[SteffenBaierUK]

Hello @Augustinas ,

the below is what I usually post if someone forgets the important details:

• 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. Please rename into .TXT or Zip the file to attach.
Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package

• 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 for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details
• For questions around Support please check here

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.

Please be aware that we are all volunteers so we may not be able to help or not in a manner of time your organisations needs it.

If this is the case the fastest and quickest way is to work with your reseller 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.

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

If the unit is no longer within 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

[Anonymous]

We are using Skype for business server 2015 (S4B on premise) with VVX 311, 411, 600 phones, UC Software version: 5.9.1.0615. The issue is happening for at least a few months.
Also i attached a full log, when the problem occurs.

[SteffenBaierUK]

Hello,

again the log you attached does not really show anything. I am unaware if you used the linked FAQ post.

---

@SteffenBaierUK wrote:

Please be aware that we are all volunteers so we may not be able to help or not in a manner of time your organisations needs it.

If this is the case the fastest and quickest way is to work with your reseller 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.

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

If the unit is no longer within 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

---

[Anonymous]

Hello,

what settings should i change in the Logging, to try to log the problem?

[SteffenBaierUK]

Hello @Augustinas ,

we already provided you with FAQ posts which outline the relevant logging levels.

In addition, we requested the MAC address of the phone so we could assist you to look up who sold this unit so you could be able to open a support ticket.

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

Best Regards

Steffen Baier

[Anonymous · Accepted solution]

Okay, thank you. As always, the least helpful community.

[SteffenBaierUK]

Hello @Augustinas ,

we are all volunteers here so our time is limited.

I already outlined a couple of posts that can help you create the relevant logs and if all this failed asked multiple times for the MAC of the device so we can check who would be able to assist you.

Best Regards

Steffen Baier