Call failed

[COL]

Hi All,

On Polycom phone with App version 5.13.0 (2370) and Firmware version 7.3.2.0312 we are encountering the following issue:

Randomly, some users get the error "Call failed" when they try to make a call, and when we call them, their phone is not ringing.

The Zoom app works on their computer though.

We are using SSO and polycom devices.

It works when we do the following:

- Restart the device (More... > Settings > General > Reboot)

- Sign in as guest on the device

- Remove user from Phone System Management and re-add user

Is there a fix?

Thank you.

[enielsen]

I haven't seen that error before. Some questions:

• what model poly phone?
• only happens with that one specific phone? If so, is it on the same VLAN/network as other Poly's w/o the problem?
• The steps to fix you list - do you have to do all 3 or do you mean you have to do one of the 3 steps?

[Eliot]

hi col,

i do not see any zoom certified poly phones with firmware 7.3.2.0312.

Zoom Phone Certified Hardware – Zoom Support

i suspect that you do not have the correct firmware on your poly phones.  all recent poly phones support zero touch provisioning (ztp).  i suggest that you use ztp to install the correct firmware and zoom provisioning.

please see support article

Getting started with provisioning desk phones – Zoom Support

thanks,  eliot

[Eliot]

hi col,

i do not see any poly phones with firmware 7.3.2.0312.

Zoom Phone Certified Hardware – Zoom Support

i suspect that you do not have the correct firmware on your poly phones.

thanks,  eliot

[shane2]

We are using Polycom VVX450 desk phones and have no issues but have been getting random "call failed" with users using the zoom app/softphone to make calls.

[enielsen]

LoL, I'm assuming you are not working with the original poster to this thread? In any case, if the zoom app is having issues, almost certainly network related in some fashion. Are the desk phones on a different VLAN than the computers?

[COL]

Hello,

We got the following information form the support:

The issue will be fixed in ZPA 5.13.6  set for 16th Jan 2023 release.

@Eliot I confirm that we are using polycom CCX700 phones with firmware 7.3.2.0312

Thank you for your help.

[Eliot]

hi col,

you are on the correct firmware for certified poly zoom phone appliances is 7.3.2.0312.

https://support.zoom.us/hc/en-us/articles/4402412141453-Certified-Zoom-Phone-Appliances

i was looking at firmware when using the poly ccx 700 as a phone.  that firmware is 8.0.1.4106 (11/20/2022).

this is the link for the upcoming zpa release.

Release notes for Zoom Phone Appliances – Zoom Support

thanks,  eliot

thanks,  eliot