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Cannot recieve calls from Cisco VCS when signed in to Polycom Phone

Occasional Visitor

Cannot recieve calls from Cisco VCS when signed in to Polycom Phone



We have integration setup between our Cisco VCS environment and Lync 2013. I am able to call VCS endpoints from my Lync client and recieve calls from the VCS, however if I am logged into my VVX500, the incoming calls are regected straight away.

I believe this to be a codec negotiation issue, however cannot find any information on how I can resolve it. Is there any way to get the VVX 500 to ignore the incoming call from the VCS so it can be answered on the desktop?





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Polycom Employee & Community Manager

Re: Cannot recieve calls from Cisco VCS when signed in to Polycom Phone

Hello Sach,

welcome to the Polycom Community.

It is always useful to include the currently used UC 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.

The above is also stated in the "Read First: Welcome to the Polycom VoIP Forum"

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


In regards to your issue you may miss understand how a SIP Invite works.


I suggest you check this post here:


Jan 19, 2012 Question: How to troubleshoot Polycom VoIP related Issues?

Resolution: Please check => here <=


The above will enable you to use the Phones own logs to check for the root cause. Once you know a bit more please update this post.

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
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