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5.5.x transfer differences on VVX410/VVX500's

Matt Freeman
Frequent Advisor
‎04-24-2017 08:14 AM
‎04-24-2017 08:14 AM

5.5.x transfer differences on VVX410/VVX500's

Hi,

 

One for the guru's out there....

 

So Skype for Business on-prem setup with VVX410's and VVX500's. Phones set for consultative transfer as default.

 

Firmware 5.4.x, call comes in and answered by User 'A'. 'A' starts transfer by pushing the transfer soft-key and dials user 'B'. User 'B' in not answering so 'A' presses cancel and is immediately returned to the original caller.

 

Firmware 5.5.1p, call comes in and answered by User 'A'. 'A' starts transfer by pushing the transfer soft-key and dials 'B'. User 'B' is not answering so 'A' presses cancel soft-key and now the original caller is on hold so they must press Resume soft key.

 

I can't see any reference to this change in behaviour between firmware versions but it is a significant change and is causing receiptionists to lose calls. Anyone know of a config to look at to revert this new behaviour to the original behaviour or where to look in config for the likely place?

 

Thanks,

 

Matt

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SteffenBaierUK
Polycom Employee & Community Manager Polycom Employee & Community Manager
Polycom Employee & Community Manager
‎04-24-2017 08:15 AM
‎04-24-2017 08:15 AM

Re: 5.5.x transfer differences on VVX410/VVX500's

Hello Matt,

welcome back to the Polycom Community.

Please get this into support.

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you.

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

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
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Matt Freeman
Frequent Advisor
‎04-24-2017 08:17 AM
‎04-24-2017 08:17 AM

Re: 5.5.x transfer differences on VVX410/VVX500's

Hello Steffen,

 

So you think this might be a new 'feature' bug in 5.5.1p?

 

Regards,

 

Matt

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SteffenBaierUK
Polycom Employee & Community Manager Polycom Employee & Community Manager
Polycom Employee & Community Manager
‎04-24-2017 08:37 AM
‎04-24-2017 08:37 AM

Re: 5.5.x transfer differences on VVX410/VVX500's

Hello Matt,

I can't tell without looking at your configuration and everything else like the gateway etc. 

 

Please bring to to the attention of our support team in your region.

Best Regards

Steffen Baier

Polycom Global Services

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
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Matt Freeman
Frequent Advisor
‎04-24-2017 08:41 AM
‎04-24-2017 08:41 AM

Re: 5.5.x transfer differences on VVX410/VVX500's

Ok, raised this with Exertis but I can't say how long it will take them to raise it with support - they are not very reliable when it comes to escalating this. I wish there was a way of doing this direct..... Hence why I'm asking the community to see if anyone else has noticed the problem.

 

Regards,

 

Matt

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SteffenBaierUK
Polycom Employee & Community Manager Polycom Employee & Community Manager
Polycom Employee & Community Manager
‎04-24-2017 08:50 AM
‎04-24-2017 08:50 AM

Re: 5.5.x transfer differences on VVX410/VVX500's

Hello Matt,

Without a MAC address I am unable to verify who your reseller is.


Best Regards

Steffen Baier

Polycom Global Services

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
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