Sep 04 2019 02:16 PM
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.
Sep 05 2019 06:29 PM
SolutionSep 05 2019 10:47 PM
@Leonardo 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?
Sep 06 2019 05:36 AM - edited Sep 06 2019 07:02 AM
@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
Sep 06 2019 12:20 PM
@Ryan Steele Please let me know if it was working before? Trying to understand if something recently changed. Thank you
Sep 08 2019 09:56 AM
Sep 09 2019 12:26 PM
@Leonardo Mezzanotti I thought everything was working correctly before, but I've just gone back through my notes and realized that it's possible that it has never worked correctly.
Just as a bit of background, the use case for us is a phone at the cashier's station in our dining room for taking take-out orders and reservations. We moved the associated user account to Teams-Only mode so we could enable Busy on Busy. This was done on July 17th and I believed everything was working at that point, but the first report of issues came in on July 23rd.
I have attempted to open a support case through the supplier we purchased the phones from, but I've been advised we need a Premier Support Contract on our phones to do that. Do we have any other options here?
Sep 10 2019 05:33 PM - edited Sep 10 2019 05:34 PM
@Ryan Steele If your phones are under active warranty you are normally able to call your supplier which should provide 1st/2nd level support and then they should be able to open a case at Poly. If that's not an option then I recommend you check our Pay Per Incident offer and contact us.
Oct 02 2019 12:50 PM - edited Oct 02 2019 01:46 PM
We are running 5.9.4.3247 on vvx 600 and the issue is still there. Anyone was able to overcome this issue?
Oct 02 2019 03:42 PM
@walter-wodzien I've got a call open with Polycom support now, hopefully they will find a solution.
Nov 01 2019 09:19 AM
@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.
Nov 01 2019 11:17 PM
Nov 18 2019 02:09 PM
Silence from Office 365 support so far.
Nov 18 2019 05:19 PM
@Ryan Steele Any chance that the sites you're experiencing the issue with are using Palo Alto firewalls? We narrowed the issue down to the firewall as the same phone off their network works perfectly fine. Narrowing down the NAT to a 1-to-1 also resolved, but not tenable for hundreds of phones, so something is up with the pool of IP's being used for proxying to the internet. The client has engaged with the Palo to find a resolution.
Renewing the mantra, "Its the network"...
Nov 20 2019 11:46 AM
@Korbyn Forsman No Palo Alto hardware in our shop, and I've tried calling the call queue from a phone that's off our network and have had the same issue.
From what the Poly tech has shared with me, it sounds like the issue in this specific case may be due to a problem with Microsoft's interpretation of the SIP protocol.
Nov 21 2019 08:53 AM
@Ryan Steele this is now working in our environment. I can't think of anything that we changed so I am assuming MS did something to correct the issue on the back end.
Nov 21 2019 11:41 AM
Thanks @walter-wodzien. I've just tried a test call and it dropped as before, but maybe I just need to wait for this update to roll out to our tenant.
Dec 02 2019 02:20 PM
Just tested this again and it's still broken. It's been three weeks since I've had any contact from the Office 365 escalation engineer regarding this issue.
Jan 13 2020 11:57 AM
@Ryan Steele In case anyone is as foolish as I am and is still trying to get the promised support for 3PIP phones with Microsoft Teams: This call drop issue is still occurring. The ticket I opened with Office 365 support in July is still in progress and the latest update from the Office 365 support technician says:
I understand that this has taken long time. As the team is already involved and testing the same at their end too to get the fix for the issue. I am regularly trying to get an update from my team so that I can share with you, Unfortunately we do not have when it will completely resolved and I am also looking the information from my team.
Sep 05 2019 06:29 PM
Solution