09-04-2019 02:16 PM
09-04-2019 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 (188.8.131.5273) 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.
09-05-2019 06:29 PMSolution
09-05-2019 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 184.108.40.20673 is the latest supported version. Should they say "5.9.x.x" instead?
09-06-2019 05:36 AM - edited 09-06-2019 07:02 AM
09-06-2019 12:20 PM
@Ryan Steele Please let me know if it was working before? Trying to understand if something recently changed. Thank you
09-06-2019 07:06 PM
@Leonardo Mezzanotti The issue started occurring for us on or around July 23.
09-08-2019 09:56 AM
09-09-2019 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?
09-10-2019 05:33 PM - edited 09-10-2019 05:34 PM
10-02-2019 12:50 PM - edited 10-02-2019 01:46 PM
We are running 220.127.116.1147 on vvx 600 and the issue is still there. Anyone was able to overcome this issue?
10-02-2019 03:42 PM
@walter-wodzien I've got a call open with Polycom support now, hopefully they will find a solution.
11-01-2019 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.
11-01-2019 11:17 PM
11-18-2019 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"...
11-20-2019 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.
11-21-2019 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.
11-21-2019 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.
12-02-2019 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.
01-13-2020 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.
@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.