Poly CCX 400 auto mute itself when second call comes in

[Remi Solulan]

Hello everyone,

We have a weird issue with 3 CCX400 Teams phones that mute themselves when a person is on a call and a second call comes in.

All 3 devices are on firmware version 7.0.3.0347 and Teams App version 1449/1.0.94.2021051303. I scheduling an update to Teams App version 1449/1.0.94.2021052803 tonight, but the in the mean time, is there a way I can troubleshoot this issue?

The phone's mute LED lights up, so clearly something is forcing the phone to mute itself and I can't understand what it is.

[SteffenBaierUK]

Hello @Remi Solulan ,

Welcome to the Poly Community.

I suggest the following logging:

Settings > Logging > Global Settings > Global Log Level Limit > Log File Size (Kbytes) > Trio or CCX 10240
Settings > Logging > Module Log Level Limits > Support Objects > Event 2

Settings > Logging > Module Log Level Limits > Key > Event 2

replicate the issue aka note down the time when it happens and then share

- Diagnostics > View & Download Logs > UCS Application > Export
- Diagnostics > View & Download Logs > System Log > Export
- Utilities > Phone Backup & Restore > Phone Backup > Phone Backup

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

Best Regards

Steffen Baier

[Remi Solulan]

Hi Steffen,

Thanks for the reply. 

Are these settings available in the Web GUI?

[SteffenBaierUK]

Yes

[Remi Solulan]

I changed the log settings. Waiting for the customer to notify me of a time where the mute button was activated during a call to consult logs.

[Beyond Conference]

Hi Remi, is this on every call?
I am running 7.0.3.0347 on a CCX400 with Teams App version 1449/1.0.94.2021051303.
But I do not encounter this issue in either handsfree or using the handset. 

[Remi Solulan]

It is not on every call, that's what's so weird. Also, since yesterday, despite being on the latest firmware (updated from Teams Admin Center), the phone has the speakerphone issue where if a second call comes in, it goes to speakerphone! What a mess!

I ended up creating a support ticket to get the unit replaced.

[SteffenBaierUK]

Hello @Remi Solulan ,

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 and in the case of Microsoft Teams all the details about the Teams IP phone and the Admin Agent, Company Portal, and Partner Agent. Our Partner Microsoft has the ability to upgrade the software of their applications so it is important to know what is being used and not what is part of our firmware

Therefore the Poly 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

The latest UC Software 7.0.3.0347 should have the fix for the Audio Termination in it.

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

Best Regards

Steffen Baier

[Remi Solulan]

Hi SteffenBaierUK,

The firmware version these phones are on has been provided in my first message and hasn't changed since them, so when I wrote that they are at the latest firmware, it meant 7.0.3.0347.

As for the audio termination issue, I can confirm the issue is still present for this particular phone. Other phones in our customer's tenant, also on 7.0.3.0347, do not have the issue. 

In the end, the phone is still under warranty and our customer wants to initiate an RMA.

[Beyond Conference]

Hi Remi, I have tried more then15 calls but I can not reproduce your fault.

This are the version on the CCX400 I used:
Firmware 7.1.0.8048
OEM Agent App1.0.21
Teams Admin Agent 1.0.0.202101280722.product
Company Portal App 5.0.5045.0
Teams App 1449/1.0.94.2021052803

Please note that firmware 7.1.0.8048 is not supported by Microsoft.