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Softphone to Softphone calls fail on answer after upgrade to CONNECT


Following an upgrade to CONNECT, customer experienced call disconnections when answering softphone to softphone calls.


When a user attempts to answer a softphone to softphone call, the call immediately drops.

Note: This issue only affected softphone to softphone calls.



It was found that this was being caused by a legacy media encryption type no longer supported in CONNECT.

When on 14.2 the system was configured to use "128 bit Mitel Proprietary" media encryption.  This resulted in a mismatch of encrypted/unencrypted RTP in the SDP.


To resolve this issue, either disable media encryption or select "SRTP - 128 bit AES"

ShoreTel Dates

Created Date 2017-09-01 - Modified Date 2017-09-01

Article: 000014093