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Cannot answer Calls by pickup the handset with VVX

Occasional Contributor

Cannot answer Calls by pickup the handset with VVX



we have bought 3 phones to test with skype for business (VVX 310, VVX 410 and VVX 500).

With all phones we have the same problem.

When the telefon rings and I pickup the handset, the ringing doesn't stop and I'm in the status to start a new call.

I can only answer a call by pressing the Line key when the handset is on the phone.


VVX 410

Serie: 3111-43162-001 Rev.:A


Software-Version: 5.5.020556

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Polycom Employee & Community Manager

Re: Cannot answer Calls by pickup the handset with VVX

Hello kraissj,

welcome to the Polycom Community.

The phones would have not been shipped with UC Software 5.5.0 and as mentioned in the Skype for Business FAQ and the Release Notes UC Software 5.5.0 is not a supported software for Skype / LYNC.


Please downgrade the phones, factory reset them and sign into Skype / LYNC again. Not knowing if these are brand new or used we cannot confirm if they have pre-configured configuration preventing the phone from answering a call via lifting the handset.


There is a post in the VoIP FAQ documenting this feature.

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. All posts and words are my own & do not represent the views of Employer.


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
Message 2 of 2