VVX 600 Transfer call fails

[Anonymous]

Hi All,

I have strange issue with call transfer to numbers outside of my organization. Both blind and consultative transfer fails.

Transfer call to internal numbers/lync accounts is working like expected, only to external outside calls it fails.

We use Lync 2013, and with lync client and other vendor voip phones(snom) everything works like expected. 

It goes like this:

Outside call >> VVX 600 >> transfer to outside number  third party 

You can here the ring tone, but connection can't be established. 

My phone soft version is 5.4.0A.10182. Also, I tried to downgrade to some previous version, but same issue. 

Lync server and PSTN device not showing any strange error msg in logs.

Please help... 

[SteffenBaierUK]

Hello manas,

This may be a normalization issue on the LYNC End.

Can you try and manually add this to your configuration or create a config and import?

<test reg.1.applyServerDigitMapLocally="1" />

If this still fails please contact your Polycom reseller so they can open a Polycom support ticket 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

[Anonymous]

Hi Steffen,

thanks for your answer. 

I don't think Amazon will help me with opening ticket with Polycom 🙂

How come that other vendor phones are working with no issues if it's a problem with lync and normalization. Also transfer calls with skype client is working...

So, I added this line to...

reg.1.address="%%%%"
reg.1.applyServerDigitMapLocally="1"
reg.1.auth.loginCredentialType="usernameAndPassword"
reg.1.ice.turn.callAdmissionControl.enabled="1"
reg.1.srtp.offer="1"
reg.1.srtp.require="1"

and I still have same issue.

What I also forgot to mention, after transfer call is failed I can't even resume call to one which is on hold. I can see the call is active but no sound at all.

Thanks

[SteffenBaierUK]

Hello manas,

One of the side effects buying from "cheaper" resellers is the lack of access to support.

This large retailer has purchased the unit from a official Polycom reseller in bulk.

If you provide the MAC address of a unit I can check who this was.

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]

Hi Steffen,

we bought 10 phones for testing phase, that's why we used Amazon...it's just easy and fast. 

0004F2DE5F77 - VVX 600 Current software version :5.4.0.10182

[SteffenBaierUK]

Hello Manas,

The units where sold from Polycom via Allnet GMBH in Germany.

They can open a support ticket with Polycom for you.

In addition please ensure that when using LYNC to either purchase the correct phones with a LYNC License applied:

2200-44500-018	Microsoft Lync edition VVX 500 12-line Business Media Phone with HD Voice and Polycom UCS Lync License. PoE. Ships without power supply.
2200-46161-018	Microsoft Lync edition VVX 310 6-line Desktop Phone Gigabit Ethernet with HD Voice and Polycom UCS Lync License. PoE. Ships without power supply.
2200-46135-018	Microsoft Lync edition VVX 300 6-line Desktop Phone with HD Voice and Polycom UCS Lync License. PoE. Ships without power supply.
2200-46157-018	Microsoft Lync edition VVX 400 12-line Desktop Phone with HD Voice and Polycom UCS Lync License. PoE. Ships without power supply.
2200-46162-018	Microsoft Lync edition VVX 410 12-line Desktop Phone Gigabit Ethernet with HD Voice and Polycom UCS Lync License. PoE. Ships without power supply.
2200-44600-018	Microsoft Lync edition VVX 600 16-line Business Media Phone with built-in Bluetooth, HD Voice and Polycom UCS Lync License. PoE. Ships without power supply.
2200-40450-018	Microsoft Lync Edition VVX 201 2-line Desktop Phone with dual 10/100 Ethernet ports and Polycom UCS Lync License. PoE only. Ships without power supply.

Or alternatively the LYNC licences:

5150-49252-001	SW,LIC,LYNC ENTERPRISE IND PHONE
5150-49253-001	SW,LIC,LYNC ENTERPRISE SITE (5 UNITS)
5150-49254-001	SW,LIC,LYNC ENTERPRISE SITE (10 UNITS)
5150-49255-001	SW,LIC,LYNC ENTERPRISE SITE (100 UNITS)
5150-49256-001	SW,LIC,LYNC ENTERPRISE SITE (1000 UNITS)
5150-49257-001	SW,LIC,LYNC ENTERPRISE SITE (10000 UNITS)

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]

Hi Steffen,

so, my phones are not licensed for LYNC? 

Is that maybe reflecting issues I have?

Thanks

[SteffenBaierUK]

Hello Manas,

that would not be the case but as stated in our end user license agreement:

The use of Polycom UC Software versions 5.4.0 requires the purchase of a separate Software license for every device that will use the Software in a Lync environment. You may not install, access, or use the Software in a Lync 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 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.

We may refuse support as an example if you cannot provide the relevant license information.

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]

Ok, clear.

Thank you for support, and I will try to open ticket via reseller.

regards

[Anonymous]

Hi Steffen,

what is usual waiting time to get answer to your ticket. It's been a month already and Polycom still didn't answer to our ticket.

I still have same issue.

Tested even with polycom cx600, and it is working with no errors...only vvx series have this issue.

What to do next?

Thanks