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Desk Phones - Microsoft Integration

CX, SoundPoint IP, Soundstation 5000 and Duo, Soundstructure VoIP, Trio 8800, VVX

Escalation Requirements

Information Needed  

Detailed Problem Description

Example: VVX500 will drop calls after an hour into the conference, this has been recreated in the customer environment. This issue only happens over the customer internal network. I have sent a detailed description of the customers network environment, The date and times the issue started, as well as my troubleshooting steps to replicate the problem. I have tried to flash erase the phone by holding the # and * and reinstall the factory software. I have attached the Microsoft Snooper Trace.

Answer to the questions
  • What is the Microsoft Platform in use (Lync 2010, Lync 2013, SfB 2015, O365)?
  • Is the endpoint connected to a PC using the Better Together over Ethernet connector?
  • Is the issue experienced on incoming or outgoing call? Is the call internal or external?
  • Is the endpoint in a Conference Call (AVMCU or Bridge) or is it a point-to-point call?
  • Is Microsoft Sign-In performed with AD Credentials or PIN Authentication?
  • How many phones experience this problem?
  • When the problem start happening? What changed?
  • Please verify and provide us with the SIP and Updater versions running on the phone.
  • Have you tried updating software?
  • What steps can you provide to reproduce the issue?
  • What is the Microsoft CU Version currently installed?
  • Please let us know how you are provisioning the phone? HTTP, FTP, TFTP, or the WEB

 

Files Needed  

Support Information

 

Packet Captures

Packet Captures are not always useful due to the Transport Layer Security (TLS) utilized in Microsoft UC Platforms. The Packet Captures would require decryption through the Private Key. Packet Captures can be useful in Central Provisioning and DHCP Options for sign-in without decryption.

Files to Include
  • We will need to see your mac.cfg, phone1.cfg, and sip.cfg file as well as any files that may be called in from your mac.cfg file.
  • The override file on your provisioning server mac-phone.cfg.
  • The phones application and boot log files.
  • The phone's Configuration file (Export_All.cfg), the Device Settings (Export_device_settings.cfg) and Phone Backup file (.PBU)
  • We will also need you to provide your configuration files and logs (both the mac-boot.log and mac-app.log files) for PGS review

Date & Time of the incident

Include all the relevant information as far as the IP address of the product in question, who’s connected to whom and their IP address, when was the issues seen / heard etc. (Include UTC offset)

Serial Number Location

CX Series

  • Serial Number is located on the white sticker in the center rear of the Phone

CX-5500 Series

  • Databox & Dreamhouse Camera
  • Notice: The Databox Serial Number is used for Entitlement Tracking
  • Navigate to Web GUI via IP Address
  • Login and see "Home" Page
  • Navigate to Settings and choose 'Status'
  • Select "Platform", then "Phone"

Soundpoint IP Series

  • Navigate to Web GUI via IP Address
  • Login and see "Home" Page
  • Press the "Menu" key and choose 'Status'
  • Select "Platform", then "Phone"

SoundStructure VoIP Card

  • Navigate to Web GUI via IP Address
  • Login and see "Home" Page

VVX Series

  • Navigate to Web GUI via IP Address
  • Login and see "Home" Page
  • Navigate to Settings and choose 'Status'
  • Select "Platform", then "Phone"

TRIO 8800

  • Navigate to Web GUI via IP Address
  • Login and see "Home" Page
  • Navigate to Settings and choose 'Status'
  • Select "Platform", then "Phone"