Hey all!

I've got an odd ball problem that I wanted to throw out at the forums before I get PSS involved. We have a single Lync Server that is providing service to a few users while we're still in the initial phases of deployment.  The Lync server interfaces with an IP-PBX that ties to our older Nortel Option 11c. For the few users (me included), we are running the Lync Client and a Polycom CX600 (4.0.7577.107) that is connected by both USB and IP. We're experienceing something that could be described as call merging. I'll explain....

The Option 11's IVR is extension 400 on the old system. When an outside call comes to the Nortel, through the IVR, to Lync, and out to the Polycom all works well. The CallerID 400 is displayed, the phone rings, and you can answer it. While you are on that phone call, if another call follows the same process (Outside to Opt11 IVR etc.), the Polycom doesn't ring. Instead, it simply says "Moving Call To Lync" and drops the first call and accepts the second call. If you're not paying attention, it could happen mid-sentence.

Now, if I turn off the Polycom and just use the Lync Client and run through the two call process, all works well! I see the second call ring and I have the option to send to voice mail, etc. If I close the Lync Client and just have the Polycom running it works just as it should. I see the second call ring and have the option to send to voice mail, etc. It's only when the two are ran together that this issue happens.

Does anyone have any input or guidance?

Thanks!

Louis

Not really. It being such an old and antiquated system we really didn't want to get into that. Not until we're like a 60/40 (Lync/Opt11) split. Right now were at like 5/95 (Lync/Opt11).

The problem manifests itself with calls from everything else besides the IVR. If I have a DN that has two lines available, and I use call the Lync phone with both lines, the same problem exists.

What gateway are you using to trunk between Lync and the PBX?

You might be able to remove the CLID in the gateway manipulation rules for IVRs and DNs that can pass multiple calls from the same CLID. CLID would show as Unknown Caller to the Lync client.

I understand that this is a work-around and not a solution but I have never come across this issue before. You might want to open a case with PSS and see if this is a bug.

We're using Asterisk as the gateway.

I just set the Caller ID for all calls from 400 (the Opt11 IVR) to NULL so it shows "Anonymous Caller" and it's still exhibiting the same symptoms.

I think this may be a PSS call. I'm just not sure if this is a Microsoft issue or a Polycom issue. I think I'm leaning towards Microsoft though.

Does anyone have the ability to test my scenerio out?

The ability to call a Lync Client w/ a Polycom phone connected via USB & IP from a source phone w/ lines?

Yep, I've the exact same issue - I'm using a Dialogic DMG2120 gateway and CX700 connected by USB instead.  Same happens if we get a transferred call from an Nortel unit, and then the same Nortel unit rings again before we're finished on the first call.  If I unplug the CX700 and only use Lync client, everything works as expected.

Glad to know it's not just me!

Rory.

This appears to be a bug. While it have been reported already, I can confirm that similar behavior have been observed by me in another environment.

User on Lync EV is on call with PSTN caller having Caller ID = +14255550101. ***The (ordinate) Caller ID is always the same for this particular company.

Another call arrives to the same Lync user (different caller but same Caller ID). Lync merges the calls, places the first call on hold and connects the second call. Once second is completed (disconnected), Lync user must “activate” the first call i.e. un-hold it, in order to continue the first conversation.

Thanks Drago and Rory for chiming in there! I'm glad I'm not the only one.

Drago,

Is there any place to see the reported bug or is it only in the internal KB? I just updated my Poly CX600 to the latest firmware and the same for the Lync Client and the problem still exists so it's not in the April patch. Any word on when this will fix will go live?

Louis

Louis,

As far as I know, at present, bugs are collected when a support ticket is open and MS engineers confirm it is indeed a bug. Also, I believe this forum is also monitored.

I also wander sometimes if there is another way to report deviations from the expected behavior, although sometimes we (myself included), tend to "diagnose" something as a "bug" while it is misconfiguration or mistake of ours (which in this case does not seems to be).

I have not heard anything on the subject, but indeed it could be very frustrating...

I have the same issue

I have a a forward setup form my old phone system to Lync.  The call is sent to a number hosted by ThinkTel and gets to my me via direct sip trunk to a Lync Mediation server.  If I am on a call that haas been forwarded and a new call comes in, in the same manner, Lync will automatically pick up, move my other call and connect me ot teh new one.  Then when the person that gets disconnected phones me back the same thing happens again.

Any answers to thsi would be helpful as I am piloting Lync and my old phone system is the one that everyone in my company dials so that happens to me very often.

I also am part of several team call groups.  Each team call group is a differnt field office and when ever some call one of teh fiel offices taht are connected to the same old phone system the same thing happens.

I have recentely talked to Microsoft PSS about this issue.

It is a known bug with Polycom phones connected by USB to your computer.  The work around for this is to disconnect the USB cable between the phone and the computer.  This has worked for us, but it limits the phones functionality.

The support rep I was talking to indicated that the fix for this would likely be available in Q3 this year.

Hope this helps.

Mike

I figured I'd come back around to this post and give a final update. After working with Polycom a while back about another issue I raised this problem to them and they said it was a known issue and that Microsoft will be issuing the fix in Cumulative Update 3. Well, I just go through performing the install of CU3 on the server, client, and phone and performed testing.

Well, I can  gladly say that it works now. CU3 did in fact fix the issue.

I hate to drag this thread up from the dead but I am experiencing the exact same issues on CX600's with CU7

I am about to raise a PSS case but the symptoms are exactly as described above, when I remove the USB cable the problems magically disappear

EDIT: It appears that the issue was a non-patched Lync desktop client. Patched it to the March 2013 CU8 and it is all working

This issue has regressed into the Lync 2013 client. Current work-around is to disconnect the USB cable or go back to the Lync 2010 client.

Please open a PSS case on this issue. The more people who complain about it the sooner it will get fixed!

We are having the same problem with the Lync 2013 client and HP 4120 phones!

I will open a PSS case

Just for info I've got a support case open for this.  Our case number is REG:113051710446620.

No word as to a solution yet - it's definitely a bug in the Lync 2013 client though.

Have this issue with USB-tethered Polycom CX600 phones running Lync Phone Edition 4.0.7577.4387 (latest as of 5 July 2013) and fully-patched Lync 2013 (Client and Server).

A solution (aside from disconnecting the USB cable) would be greatly appreciated.