Unable to transfer to voicemail 5.8.2.4732

[Anonymous]

We have hundreds of VVX 201, 311 and 411 phones connected to Skype for Business 2015 (latest CU)

We recently upgraded from firmware 5.7.2.1277 to 5.8.2.4732.  BToE client also upgraded.

When the phones are running 5.8.2.4732 they are unable to transfer a call directly to a contacts voicemail, either from the phone or from the Skype for Business client when paired via BToE.

The Lync Server event log on the Skype for Business FE server show event id 44009.

Attempts to route to servers in an Exchange UM Dialplan failed
No server in the dialplan [UMDIALPLAN] accepted the call with id [35644b90-67f4-47b4-b882-09cbe48bdc47].
Cause: Dialplan is not configured properly.
Resolution: Check the configuration of the dialplan on Exchange UM Servers.

If we roll back to 5.7.2.1277 voicemail transfer works fine.  Voicemail transfer works fine at all times with USB headsets and the Skype for Business client.

[SteffenBaierUK]

Hello @Daniel Loughlin,

welcome to the Polycom Community.

Both the community's Must Read First and the community's FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:

• Provide the exact Software Version of your Phone
• Provide the Phone Model
• Provide the Call Platform (aka openSIP,Skype for Business Online, Skype for Business on Premise, Lync)
• Additional Polycom Infrastructure (RPRM,PDMS or BToE)
• If applicable provide a backup of the phone in question

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup

• If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
• If possible provide the MAC Address or Serial of the device
• Provide details if the issue is a day 1 issue or only happened after an upgrade or any other relevant details

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Polycom to have an overview of the current software used. In addition providing all details at the same time allow us to check logs or look up a potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.

Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up post’s.

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

Resolution: Have a look => here <=

If nobody has any other ideas the next step would be opening 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