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Calls from Polycom VVX phones to call queue dropped after 30 seconds when picked up by Teams client
Is anyone else seeing an issue where, when a user in Skype for Business only mode calls a call queue from a Polycom VVX desk phone on the latest Microsoft-approved firmware (5.9.0.9373) and the call is answered by a user in Teams-only mode, the call drops after 30 seconds? The Teams-Only mode user has Busy on Busy enabled if that makes a difference.
I've had an incident open with Office 365 support for weeks that isn't going anywhere, and now they're telling me I need to build a test lab and capture a Wireshark trace, which I really don't have time for.
- Hello Ryan,
Please get a case opened at Poly support. I'm from the escalations team and currently working this issue with our development team. I have reproduced it internally and provided all the info for code analysis.
As a side note, Poly and Microsoft recommend the usage of the latest maintenance release built on top of a qualified release, at the time of this post, 5.9.3. Maintenance releases are automatically qualified.
Thank you
- Do you have any news? I'm experimenting same issue on devices with FW version 5.9.1.x
Daniel Bustos As a short-term fix, try upgrading to firmware version 6.3.1.11465. However, you will soon need to switch these devices to use the Teams SIP Gateway.
Ryan Steele , yes we see this issue also. After migrating to a call queue on Teams this started happening.
Wim Allegaert It's been a while since I've looked at this, but I believe you can work around the issue by switching the caller with the 3PIP phone to Teams Only mode.
Note that once this has been done, if the user attempts to change their Call Forwarding settings from the phone, it will appear to work, but it won't actually have any effect. Call forwarding must be configured from the Teams app.
Additionally, if a user has Favorites configured in Skype for Business, they may still appear as speed dial entries on the display of the phone, but the user will have no way of updating them. You may want to ensure the user removes any favorites from SfB before switching their coexistence mode and re-adds their speed dial entries using the Address Book settings on the phone itself.
We are running 5.9.4.3247 on vvx 600 and the issue is still there. Anyone was able to overcome this issue?
walter-wodzien I've got a call open with Polycom support now, hopefully they will find a solution.
Ryan Steele Any luck? I have a customer that calls drop but only with their VVX311's, all other models are fine. Your issue with Teams and VVX phones sounds similar. Seems that all the 5.9.x firmwares fail, but "some" are stable on 5.8... hard to narrow down Teams/VVX support stability.
Ryan Steele Please let me know if it was working before? Trying to understand if something recently changed. Thank you
Leonardo Mezzanotti The issue started occurring for us on or around July 23.
- Thanks, was it working before? The other customer that reported this issue just noticed it because they migrated to Teams only mode and are not using SfB clients anymore
- Hello Ryan,
Please get a case opened at Poly support. I'm from the escalations team and currently working this issue with our development team. I have reproduced it internally and provided all the info for code analysis.
As a side note, Poly and Microsoft recommend the usage of the latest maintenance release built on top of a qualified release, at the time of this post, 5.9.3. Maintenance releases are automatically qualified.
Thank youLeonardo Mezzanotti Thank you for this. I will open a case with Poly as soon as I can.
Can you clarify what you mean when you say that Poly and Microsoft recommend using the latest maintenance release? Both this page at Poly's site and this page on Microsoft's site specifically indicate that 5.9.0.9373 is the latest supported version. Should they say "5.9.x.x" instead?
Ryan SteeleI understand the confusion, sorry about that, the Poly's site wording is currently under review.
From the release notes page 2:
Customers in Skype for Business deployments should only use software releases that Microsoft has qualified or maintenance releases built on a qualified release
