VVX 5.6.0 update call quality lower after firmware update.. HD no longer displayed on phones

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  • Updated 4 months ago
  • Acknowledged
  1. Account type (U.S.
  2. Related case number Case 07116192
  3. Software version 5.6.0.20009
  4. If desk-phone related, have you rebooted phone? yes
  5. Number of Users and/or Digital Lines affected. all VVX phones
Before the firmware update to 5.6.0 all users would comment on the amazing call quality as well as how HD was now up on the screens showing that they are making HD calls.

Over the past few days I have gotten many complaints that HD is no longer displayed on the users phones and the call quality is not as great as it was.

Nothing has changed on our network and no settings have been changed.. All users have the HD voice if possible checked. the only thing that has changed on the system is the phones auto updating to 5.6.0.

Internet connection is not a problem we have a 50/50 fiber line here.

Im curious if any other users have noticed a call quality downgrade after the firmware update to 5.6.0?  Do you all still have HD displayed on your VVX phones when making calls? 
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Brian B.

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Posted 5 months ago

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Saadet - Community Support, Official Rep

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Hey Brian, please contact our Support Team so we can take a look

  
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Brian B.

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I did already they are looking into it..  Case # 07116192
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Saadet - Community Support, Official Rep

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Gotcha. One thing you could try to see if it's phone related vs. network related would be to take one of the phones and plug it into a different network and see if you have the same issues. Then report your findings in your case so they can note it.

Another thing to try would be to go back to the previous firmware (your support agent can help you with this) and see if that makes a difference. This helps us to narrow down if it's firmware related or not.
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Brian B.

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I have tried moving networks its the same thing.. I was told NOT to downgrade the firmware.  Im sure its firmware related as there was no problem till the phones auto updated.. I'm sure once more customers are auto updated they will also see the same problem and report it.
(Edited)
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Saadet - Community Support, Official Rep

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It was simply a suggestion for troubleshooting purposes. You can always go back to the new firmware - but if you don't feel comfortable, I understand. 
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Brian B.

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this is actually only a problem on the vvx 500's we have .. the vvx 410s are not affected as they are still using the g722 codec..  
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Cecile Glassy, Champion

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Ouch. We have all VVX500's   :(  ;(
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Brian B.

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I just did some testing and all the vvx410s still show the HD logo during calls and I verified in the quality of service menu that the call was using the g722 codec.. With exceptional call quality.

When making calls with the vvx500 i see in the quality of service menu that the calls are using the opus codec and HD is no longer displayed on the phones. Call Quality is good.

There is a noticeable difference in quality between the g722 codec and opus codec and there should not be, as everywhere I have referenced says that OPUS is a much better codec if configured correctly.  I could swear that I read somewhere that if OPUS is configured correctly it should also display HD on the polycom phone screen.

I mean don't get me wrong the calls are still better then using the g711 codec but how can we go from fantastic call quality to just good call quality? All with a firmware update and codec change.
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Cecile Glassy, Champion

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USA-based acct | 2287 Users | 3800 DID lines | 28 sites | all Polycom VVX500 phone handsets 

2018-05-10  Mike or Saadet, is there an option to just have RingCentral completely skip upgrading the firmware on our Polycom VVX500 phones due to all the issues being reported?   

We do not have the available personnel to handle the helpdesk load on our resources if these problems hit our organization - which is ALL  phones in our system  ----   please advise. 
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Saadet - Community Support, Official Rep

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Hey Cecile,

I am not aware of this being an option or not. I have followed up with your CSM who may be able to get that answer for you :)
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Cecile Glassy, Champion

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Thanks Saadet
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Grant

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Saadet, I am a network admin with with the same problems as Cecile on 35 VVX-411s. I am also interested in this solution. My Helpdesk is overloaded and I cannot downgrade individually. 
Tell your team to rollback the default to 5.5.4 and do some soul-searching for heavens' sake. You control your validation of new Polycom firmwares for RC branded phones, and the default 'latest' version they use on reboot. You have the power to undo this. Use it.
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Saadet - Community Support, Official Rep

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Hey Grant, I understand your frustration. However, I do not have any power in this type of decision making...I have followed up with your Account Manager regarding this. They should be contacting you as soon as they are able.
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Brian B.

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Even more testing.. Logged into the VVX500 web management and g722 is not even added to the codecs in use list..
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Brian B.

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added g722 to the codec list and put it above Opus and guess what amazing call quality again and HD is once again shown on the screens.. so for sure its an opus codec problem.
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Cecile Glassy, Champion

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USA-based acct | 2287 Users | 3800 DID lines | 28 sites | all Polycom VVX500 phone handsets 

2018-05-14  Last Friday afternoon I had a support call with the RingCentral engineering team that can speak knowledgeably about this issue.

There may be other things on your internal network or out on the PTSN effecting your QOS --- the OPUS codec we were discussing earlier in this thread does not run on the VVX500 phone handsets. So even though it is "appearing in the web browser window of the handset" as shown in your screen shot above,  the Polycom VVX500 handsets are is still using the G722 codec as before.   
I want to suggest again - to anyone having issues after their Polycom firmware update has been applied on your account, contact Support and/or your Account Manager for troubleshooting assistance.  
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Brian B.

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Unfortunately that is an incorrect statement.. they are not using the g722 codec by default.. even in the patch notes it says that after 5.6.0 the VVX handsets will use the opus codec by default.. I can confirm that it does.. I attached a  screenshot of the QOS dashboard showing the vvx500's using the opus codec..  this was before any testing I did.
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Cecile Glassy, Champion

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It seems like we are receiving conflicting technical information.  I have asked the folks who I was on the phone with on Friday to reply.
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Brian B.

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Interesting today none of the vvx500 could make extension to extension calls.external calls worked fine.. looks like they have made a change to the config files. I did a factory reset on my vvx500 and it downloaded a new updater and firmware.. same version though 5.6.0.20009..  after the update the codecs are now g722, OPUS, g711Mu, g729AB
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Brian B.

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had to make OPUS primary for the extension to extension calls to work again.
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Grant

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You posts are tremendous, thanks for your time investment with this. I am a network engineer trying to troubleshoot this. Considering another provider or even an ePBX. If I cannot use a default codec, on network equipment they specifically recommended, I'm done.
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Brian B.

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the opus codec is not bad. the sound is just not as crisp as the g722 codec that was set as primary in 5.4.2.6722. From what I have read its supposed to be superior to g722 in quality so there has to be a opus codec configuration problem somewhere.