Polycom VVX Phones Not Ringing for Incoming Calls from SIP Trunk to Skype for Business

SOLVED
SimonHaffenden
Occasional Visitor

Polycom VVX Phones Not Ringing for Incoming Calls from SIP Trunk to Skype for Business

Hi,

 

we are having an issue with calls that originate on SIP trunking.

 

if the user has a VVX (tested with 400 and 201) or a TRIO 8800 the device does not ring. the call is not directed to the device.

 

we have tried with live users and Common Area phone configurations with the same result.

 

If we use a CX device this rings fine.

Message 1 of 8
1 ACCEPTED SOLUTION

Accepted Solutions
SimonHaffenden
Occasional Visitor

Re: Polycom VVX Phones Not Ringing for Incoming Calls from SIP Trunk to Skype for Business

We have resolved the issue now.

 

we dissabled media bypass on the S4B trunk configuration for the Sonus SBC 5k 

View solution in original post

Message 8 of 8
7 REPLIES 7
SteffenBaierUK
Polycom Employee & Community Manager

Re: Polycom VVX Phones Not Ringing for Incoming Calls from SIP Trunk to Skype for Business

Hello @SimonHaffenden,

welcome to the Polycom Community.

It is always useful to include the currently used UC Software version as issues experienced or a question asked may already be addressed in a newer release.

This also allows yourself and others to check against current software release notes, Administrator Guides or FAQ post’s.

The above is also stated in the "Must Read First" and is the absolute minimum requirement every new post should include. .

In addition providing us with this basic information gives Polycom an idea what Software Versions are used in the field and avoids wasting time trying to troubleshoot issues which have already been addressed.

Therefore the Polycom 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

 

And

 

Jan 17, 2017 Question:How can I troubleshoot simple Skype for Business, LYNC or Office365 issues?

Resolution: Have a look => here <=


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

----------------

If official support is required please check how to phone or open a case here

----------------
The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 2 of 8
SimonHaffenden
Occasional Visitor

Re: Polycom VVX Phones Not Ringing for Incoming Calls from SIP Trunk to Skype for Business

Hi,

 

here are the software versions. CX works Trio and VVX do not

 

Phone Model VVX 400

Software Version mixed 5.5.2.8571 and 5.6.0.17325

 

 

Phone Model VVX 600

Software Version mixed 5.5.2.8571 and 5.6.0.17325

 

 

Phone Model Trio 8800

Software version 5.4.5.9666

 

Phone Model CX 600

Software version 4.0.7577.4420

 

Message 3 of 8
SteffenBaierUK
Polycom Employee & Community Manager

Re: Polycom VVX Phones Not Ringing for Incoming Calls from SIP Trunk to Skype for Business


@SteffenBaierUK wrote:

Hello @SimonHaffenden,
 

Jan 17, 2017 Question:How can I troubleshoot simple Skype for Business, LYNC or Office365 issues?

Resolution: Have a look => here <=

 


 

----------------

If official support is required please check how to phone or open a case here

----------------
The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 4 of 8
SimonHaffenden
Occasional Visitor

Re: Polycom VVX Phones Not Ringing for Incoming Calls from SIP Trunk to Skype for Business

This is NOT a simple Skype issue. these devices ring fine for P2P calls in skype or if the user is not on a site with Sip Trunking.

 

So the VVX and Trio devices can not be called into if the site has SIP trunking but are fine if thye call comes from PBX or SBC with ISDN PRI.

Message 5 of 8
SteffenBaierUK
Polycom Employee & Community Manager

Re: Polycom VVX Phones Not Ringing for Incoming Calls from SIP Trunk to Skype for Business

Hello @SimonHaffenden,

The next step would be logging this with whoever is responsible for your support.

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

 

End Customers are unable to open a ticket directly with Polycom support.

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom device from.

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

----------------

If official support is required please check how to phone or open a case here

----------------
The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 6 of 8
SimonHaffenden
Occasional Visitor

Re: Polycom VVX Phones Not Ringing for Incoming Calls from SIP Trunk to Skype for Business

I have logged this with our supplier.

 

I was hoping to see if any of the people who have logged a similar issue (i did find some threads) and had not updated with how it was fixed could add to this

Message 7 of 8
SimonHaffenden
Occasional Visitor

Re: Polycom VVX Phones Not Ringing for Incoming Calls from SIP Trunk to Skype for Business

We have resolved the issue now.

 

we dissabled media bypass on the S4B trunk configuration for the Sonus SBC 5k 

Message 8 of 8