Polycom 410 Intercom Auto Answer not working when call is on hold

[Anonymous]

I have 14 Polycom 410's.  Presence is enabled so users can pick up other users lines in needed.  Current issue.

1.  Customer calls in and employee answwers phone

2.  Call is for another employee

3.  Employee puts call on hold

4.  Opens new call and intercoms second employee to notify them of a call on hold

5.  Second employees speaker is activated so they don't have to pick up receiver

This works fine except on two phones.  On those two phones in the above scenario the speaker is never activated.  The call just rings until the second caller picks up the receiver.  

Any ideas?

[SteffenBaierUK]

Hello Caymus,

welcome to the Polycom Community.

It is always useful to include the currently used software version as issues experienced may already be addressed in a newer release.

This also allows yourself and others to check against current software release notes.

Therefore the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP UC Software Version or the BootROM Version of my Phone?
Resolution: Please check here

Most likely due the fact that the Phone is also displaying the ringing activity on another line this part from the Admin Guide 5.2 Page 509 applies:

• Note: Use the answer ring type
  The auto answer for an incoming call works only when there is no other call in progress on your phone, including no other calls in progress on phone lines you share or are monitoring. However, if a phone initiates a call on a line you are sharing or monitoring, auto answer on your phone works.

You may want to look using PTT instead to announce another call.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

[Anonymous]

Hi Steffen,

UC Software Version 4.1.6.5374
BootROM Software Version 5.1.6.4483

If I contact a user that has permissions to monitor my line then if I have a call on hold whether I initiated it or not the intercom function does not work.  Simply rings the other user.  The auto answer does not work.

[SteffenBaierUK]

Hello Caymus,

if the user that is receiving this Auto-Answer call has any monitored line showing activity then the Auto-Answer will not work.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services