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Thanks Phonebuff...would that affect only one phone or everyone within that office? Any suggestions on how to troubleshoot that?
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Thanks Phonebuff...would that affect only one phone or everyone within that office? Any suggestions on how to troubleshoot that?

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Matt, <br />
<br />
&nbsp; &nbsp; &nbsp;The short answer is YES.
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<div class="content wysiwyg-content">
Hi,<br />
<br />
We have a customer that we provide polycom phones too. When they place an outbound call on a particular phone/ext, the call randomly disconnects after 10 minutes . &nbsp;We see on the SIP trace the Polycom phone cannot or does not correlate the UPDATE message with the existing call therefore the phone sends a 481 Call Transaction Doesn't Exist and eventually that causes the Broadsoft to drop the call. &nbsp;We have replaced the phone, only to have the same problem happen randomly about 1 month later with the new phone. They have multiple phones at this facility and have not had this issue with any others. I'm confident that the provisioning is correct, and I'm stumped as what to have them try next. I have attached the trace as well. Any help is appreciated.<br />
<br />
Thanks,<br />
MAtt<br />
<a href="https://filedb.experts-exchange.com/incoming/2015/02_w09/899882/Trace.txt" target="_blank" class="file-inline" title="Trace.txt (45 KB)"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 512 512"><path d="M67.508 468.467c-58.005-58.013-58.016-151.92 0-209.943l225.011-225.04c44.643-44.645 117.279-44.645 161.92 0 44.743 44.749 44.753 117.186 0 161.944l-189.465 189.49c-31.41 31.413-82.518 31.412-113.926.001-31.479-31.482-31.49-82.453 0-113.944L311.51 110.491c4.687-4.687 12.286-4.687 16.972 0l16.967 16.971c4.685 4.686 4.685 12.283 0 16.969L184.983 304.917c-12.724 12.724-12.73 33.328 0 46.058 12.696 12.697 33.356 12.699 46.054-.001l189.465-189.489c25.987-25.989 25.994-68.06.001-94.056-25.931-25.934-68.119-25.932-94.049 0l-225.01 225.039c-39.249 39.252-39.258 102.795-.001 142.057 39.285 39.29 102.885 39.287 142.162-.028A739446.174 739446.174 0 0 1 439.497 238.49c4.686-4.687 12.282-4.684 16.969.004l16.967 16.971c4.685 4.686 4.689 12.279.004 16.965a755654.128 755654.128 0 0 0-195.881 195.996c-58.034 58.092-152.004 58.093-210.048.041z"/></svg>Trace.txt</a>
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Trace.txt

Hi,

We have a customer that we provide polycom phones too. When they place an outbound call on a particular phone/ext, the call randomly disconnects after 10 minutes .  We see on the SIP trace the Polycom phone cannot or does not correlate the UPDATE message with the existing call therefore the phone sends a 481 Call Transaction Doesn't Exist and eventually that causes the Broadsoft to drop the call.  We have replaced the phone, only to have the same problem happen randomly about 1 month later with the new phone. They have multiple phones at this facility and have not had this issue with any others. I'm confident that the provisioning is correct, and I'm stumped as what to have them try next. I have attached the trace as well. Any help is appreciated.

Thanks,
MAtt

Polycom phone disconnects after 10 minutes on outbound call

Voice over IP (VoIP) is a methodology and group of technologies for the delivery of voice communications and multimedia sessions over Internet Protocol (IP) networks, such as the Internet. Other terms commonly associated with VoIP are IP telephony, Internet telephony, broadband telephony, and broadband phone service. The term specifically refers to the provisioning of communications services (voice, fax, SMS, voice-messaging) over the public Internet, rather than via the public switched telephone network (PSTN).  Examples of the VoIP protocols are H.323, Media Gateway Control Protocol (MGCP), Session Initiation Protocol (SIP), H.248 (also known as Media Gateway Control (Megaco)), Real-time Transport Protocol (RTP), Real-time Transport Control Protocol (RTCP), Secure Real-time Transport Protocol (SRTP), Session Description Protocol (SDP), and Inter-Asterisk eXchange (IAX).

Voice Over IP

IP telephony (Internet Protocol telephony) is a general term for the technologies that use the Internet Protocol's packet-switched connections to exchange voice, fax, and other forms of information that have traditionally been carried over the dedicated circuit-switched connections of the public switched telephone network (PSTN). Using the Internet, calls travel as packets of data on shared lines, avoiding the tolls of the PSTN. The challenge in IP telephony is to deliver the voice, fax, or video packets in a dependable flow to the user.