Unable to leave voicemail when calling internally. External calls are fine.

[ceebee_75]

Hi Steffen/all,

We've just noticed that internal calls are dropping when not answered instead of going to Voicemail and it seems to be isolated to just 1 of our 7 offices. If we call the same number from a mobile phone the voicemail works fine.

We are running a Hybrid Skype for Business on prem/Exchange Online environment

Handsets are Polycom VVX500/501's on Version 5.8.0.12848

Each office has its own provisioning server.

Thanks in advance for the assistance.

[SteffenBaierUK]

Hello @ceebee_75 ,

welcome back to the Polycom community.

Some or a couple of your old post(s) or reply(s) to them => here <= are still open / pending as you have not marked these as "Accept as a solution" or at least provided some form of feedback or answer.

If they are in this state nobody finding them via a community search will know if an answer or advice provided was useful and has maybe helped you.

Could you therefore kindly go over them and mark or answer as appropriate ?

If they are marked as "Accept as a solution" other users can find these easier and it helps them to utilise the community more efficiently. Please do not simply mark them without any type of feedback.

For your new issue you are not using the currently latest software Version UC Software 5.8.3. I suggest you test with this and the next action would be:

• Posting some form of logs so the community can try and help you
  
  or
  
  

• Contact your Polycom reseller to open a Ticket.
  
  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 providing your MAC address or your Polycom devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Polycom device from.
  
  If the unit is no longer within warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail 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

[ceebee_75]

Thanks Steffen, in this circumstance i don't think it's version related as 6 of our other offices running the same version are not affected. I will go ahead and update a phone for testing purposes to rule this out though. Could there be a setting in the config file that is causing this, considering each office has its own provisioning server?

[SteffenBaierUK]

Hello @ceebee_75 ,

from a logical approach the phone does not really control when a call goes to voicemail and when not.

The call server, in this case Skype, controls the call flow so as already outlined you can work with our support team but most likely this would need some involvement from Microsoft most likely.

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

[ceebee_75]

Thanks Steffen, i have a ticket open in TechNet as well. Hopefully someone on there can shed some light on this issue. Will update this one as it progresses, cheers.