locked
Need Help for: Skype for business client call to AudioCodes 420HD phones issue RRS feed

  • Question

  • Issue:

    1. AudioCodes 420HD cannot answer the call from Skype for business. Call will drop immediately when user pickup the handset.

    2. No issue if the call from 420HD to S4B client or PSTN call to 420HD.

    3. No issue for 420HD with 1Gbps LAN port( supports SILC codec)

    ============================================================

    Hardware and software:

    Phone module: AudioCodes 420HD with 100Mbps LAN port( doesn't support SILK codec).

    Phone firmware: latest version issued by AudioCodes.

    Skype client version: 15.0.5.85.100

    Skype server: Skype for Business 2015

    =============================================================

    When: Issue happend one month ago, the phones were working fine before.

    =============================================================

    Troubleshooted via client and logs:

    1. S4B client propose all codec in INVITE message.

    2. 420HD responsed to use G.722

    3. S4B client sent the BYE message to phone after it sent ACK.

    Can any one help me for this issue?

    Thanks in advance!

    



    • Edited by Buyun Su Wednesday, December 5, 2018 5:43 AM Split paragragh
    Tuesday, December 4, 2018 8:46 AM

All replies

  • Hi,

    Please help us confirm the following questions:

    1. Did the issue happen to the specific SIP phone in your environment?

    2. During the drop down process, are there any error messages?

    3. Did you make any changes before the issue happens?

    If the issue only appeared on the specific SIP phone, please try to reset the phone and test again. :)

    Kind regards,

    Calvin Liu


    Please remember to mark the reply as an answer if you find it is helpful. It will assist others who has similar issue. If you have feedback for TechNet Subscriber Support, contact tnsf@microsoft.com.

    Click here to learn more. Visit the dedicated forum to share, explore and talk to experts about Microsoft Teams.

    Wednesday, December 5, 2018 3:18 AM
  • Hi Calvin

    1. Did the issue happen to the specific SIP phone in your environment?

    Till now, it happened only on the phone 420HD which doesn't support SILK.( Already described)

    2. During the drop down process, are there any error messages?

    No other error message.

    3. Did you make any changes before the issue happens?

    No changes made, only had regular windows update.

    Regards

    Buyun Su

    Wednesday, December 5, 2018 4:05 AM
  • Hi,

    Since only one specific phone has such issue and the others work well, it should have no IP or DHCP setting issues caused generally.

    Please try to check the phone configuration data (user credentials, certificate etc.) following the user guide.

    If the issue still persists, please try to reset this phone and test again.

    Kind regards,

    Calvin Liu


    Please remember to mark the reply as an answer if you find it is helpful. It will assist others who has similar issue. If you have feedback for TechNet Subscriber Support, contact tnsf@microsoft.com.

    Click here to learn more. Visit the dedicated forum to share, explore and talk to experts about Microsoft Teams.

    • Proposed as answer by Calvin-Liu Friday, December 14, 2018 10:06 AM
    Monday, December 10, 2018 9:39 AM
  • Any update for this issue?

    Kind regards,

    Calvin Liu


    Please remember to mark the reply as an answer if you find it is helpful. It will assist others who has similar issue. If you have feedback for TechNet Subscriber Support, contact tnsf@microsoft.com.

    Click here to learn more. Visit the dedicated forum to share, explore and talk to experts about Microsoft Teams.

    Friday, December 14, 2018 10:06 AM