Headsets button doesn't hang-up the call switches between headset and speakerphone (Polycom VVX601)

[GIP]

Hello,

I have several Polycom VVX 601 phones with Skype for Business. Users have connected Jabra 930 (Certified Skype ) USB headsets to the Polycom phone and I can say that they are working fine with one exception from time to time and this is randomly when pressing the Jabra headset button doesn't pick-up/hang-up the call just switches between headset and speakerphone.

For example when a call comes in and they press on Jabra headset button to answer the call, then this button instead of picking up the call he is switching between headset and speakerphone.

Devices:

Phone model VVX601

Jabra Headset 930 GN Skype for Business  USB connection;

Best,

GIP

[SteffenBaierUK]

Hello @GIP ,

welcome to the Polycom Community.

Both the community's Must Read First and the community's FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:

• Provide the exact Software Version of your Phone
• Provide the Phone Model
• Provide the Call Platform (aka openSIP,Skype for Business Online, Skype for Business on Premise, Lync)
• Additional Polycom Infrastructure (RPRM,PDMS or BToE)
• If applicable provide a backup of the phone in question

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup. Please rename into .TXT or Zip the file to attach.
Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package

• If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
• If possible provide the MAC Address or Serial of the device
• Provide details for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details
• For questions around Support please check here

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Polycom to have an overview of the current software used. In addition providing all details at the same time allow us to check logs or look up a potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.

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

Best Regards

Steffen Baier

[GIP]

Phone information:

Phone Information

Phone Model VVX 601

MAC Address 64:16:7F:0A:99:72 IP

Mode IPv4

UC Software Version 5.8.2.4732

Updater Version 5.9.6.10658

Phone configuration:

<?xml version="1.0" encoding="UTF-8" standalone="yes"?>
<!-- Application SIP Grande2 5.8.2.4732 07-Nov-18 02:00 -->
<!-- Created 03-04-2019 09:28 -->
<PHONE_BACKUP>
<DEVICE_SETTINGS
device.set="1"
device.auth.localUserPassword.set="0"
device.tr069.cpe.password.set="0"
device.tr069.acs.password.set="0"
device.pacfile.password.set="0"
device.net.dot1x.password.set="0"
device.wifi.wpa2Ent.password.set="0"
device.wifi.psk.key.set="0"
device.wifi.psk.key=""
device.wifi.wep.key4.set="0"
device.wifi.wep.key4=""
device.wifi.wep.key3.set="0"
device.wifi.wep.key3=""
device.wifi.wep.key2.set="0"
device.wifi.wep.key2=""
device.wifi.wep.key1.set="0"
device.wifi.wep.key1=""
device.prov.lyncDeviceUpdatePassword.set="0"
device.auth.localAdminPassword.set="0"
device.logincred.pin.set="0"
device.logincred.password.set="0"
device.prov.password.set="0"
device.baseProfile.set="1"
device.baseProfile="Lync"
device.prov.serverType.set="1"
device.prov.serverType="FTP"
device.dhcp.enabled.set="1"
device.dhcp.enabled="1"
device.net.enabled.set="1"
device.net.enabled="1"
device.net.ipAddress.set="1"
device.net.ipAddress="0.0.0.0"
device.net.subnetMask.set="1"
device.net.subnetMask="255.0.0.0"
device.net.IPgateway.set="1"
device.net.IPgateway="0.0.0.0"
device.net.ipStack.set="1"
device.net.ipStack="V4Only"
device.net.preferredNetwork.set="1"
device.net.preferredNetwork="V6"
device.net.ipv6AddrDisc.set="1"
device.net.ipv6AddrDisc="DHCP"
device.net.ipv6PrivacyExtension.set="1"
device.net.ipv6PrivacyExtension="EUI64"
device.net.ipv6Address.set="1"
device.net.ipv6Address="::"
device.net.ipv6ULAAddress.set="1"
device.net.ipv6ULAAddress="::"
device.net.ipv6LinkAddress.set="1"
device.net.ipv6LinkAddress="::"
device.net.ipv6Gateway.set="1"
device.net.ipv6Gateway="::"
device.net.vlanId.set="1"
device.net.vlanId=""
device.net.cdpEnabled.set="1"
device.net.cdpEnabled="1"
device.net.lldpEnabled.set="1"
device.net.lldpEnabled="1"
device.net.lldpCapabilitiesRequired.set="1"
device.net.lldpCapabilitiesRequired="1"
device.net.lldpFastStartCount.set="1"
device.net.lldpFastStartCount="5"
device.net.etherVlanFilter.set="1"
device.net.etherVlanFilter="1"
device.net.etherStormFilter.set="1"
device.net.etherStormFilter="1"
device.net.etherStormFilterPpsValue.set="1"
device.net.etherStormFilterPpsValue="38"
device.net.icmp.echoRepliesMask.set="1"
device.net.icmp.echoRepliesMask="1"
device.net.etherModeLAN.set="1"
device.net.etherModeLAN="Auto"
device.net.etherModePC.set="1"
device.net.etherModePC="Auto"
device.dhcp.dhcpVlanDiscUseOpt.set="1"
device.dhcp.dhcpVlanDiscUseOpt="Fixed"
device.dhcp.dhcpVlanDiscOpt.set="1"
device.dhcp.dhcpVlanDiscOpt="129"
device.dhcp.dhcpv6VlanDiscOpt.set="1"
device.dhcp.dhcpv6VlanDiscOpt="1"
device.dhcp.bootSrvUseOpt.set="1"
device.dhcp.bootSrvUseOpt="CustomAndDefault"
device.dhcp.bootSrvOpt.set="1"
device.dhcp.bootSrvOpt="161"
device.dhcp.bootSrvOptType.set="1"
device.dhcp.bootSrvOptType="String"
device.dhcp.option60Type.set="1"
device.dhcp.option60Type="ASCII"
device.prov.upgradeServer.set="1"
device.prov.upgradeServer="http://downloads.polycom.com/voice/software/UC_Software_5_8_2_release_sig_split/"
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device.sec.TLS.protocol.prov="TLSv1_0"
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device.sec.TLS.prov.strictCertCommonNameValidation.set="1"
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device.sec.TLS.dot1x.strictCertCommonNameValidation="1"
device.sec.TLS.profileSelection.dot1x.set="1"
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device.syslog.renderLevel.set="1"
device.syslog.renderLevel="4"
device.syslog.prependMac.set="1"
device.syslog.prependMac="0"
device.sntp.serverName.set="1"
device.sntp.serverName="time.windows.com"
device.sntp.gmtOffset.set="1"
device.sntp.gmtOffset="3600"
device.sntp.gmtOffsetcityID.set="1"
device.sntp.gmtOffsetcityID="54"
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device.dns.altSrvAddress="0.0.0.0"
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device.wifi.ipv6PrivacyExtension="EUI64"
device.wifi.ipv6Address.set="1"
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device.wifi.wpa2Ent.anonid="PlcmSpIp"
device.wifi.wpa2Ent.caCert.name.set="1"
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device.wifi.wpa2Ent.clientCert.name=""
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device.serial.enable.set="1"
device.serial.enable="0"
/>
<CONFIG_FILES
device.prov.serverName=""
device.prov.serverName.set="1"
device.prov.ztpEnabled="0"
device.prov.ztpEnabled.set="1"
device.set="1"
/>
<PHONE_LOCAL
call.defaultTransferType="Consultative"
exchange.meeting.reminderEnabled="0"
feature.flexibleLineKey.enable="1"
httpd.cfg.enabled="1"
httpd.enabled="1"
lcl.datetime.time.24HourClock="1"
np.normal.ringing.toneVolume.chassis="6"
pres.idleTimeout.offHours.period="120"
pres.idleTimeout.officeHours.period="480"
up.analogHeadsetOption="2"
up.headsetMode="1"
reg.1.address="xxxxx@xxxxxx.com"
reg.1.auth.loginCredentialType="usernameAndPassword"
/>
<CALL_SERVER
log.level.change.afe="2"
log.level.change.app1="2"
log.level.change.auth="2"
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tcpIpApp.ice.turn.callAdmissionControl.enabled="1"
tcpIpApp.ice.turn.server="xxxx.xxxxxx.com"
tcpIpApp.ice.turn.tcpPort="443"
tcpIpApp.ice.turn.udpPort="3478"
msg.mwi.1.callBack="sip:xxxxx@xxxxxx.com;opaque=app:voicemail"
msg.mwi.1.callBackMode="contact"
reg.1.ice.turn.callAdmissionControl.enabled="1"
reg.1.srtp.enable="1"
reg.1.srtp.offer="1"
reg.1.srtp.require="0"
/>
<WEB
lync.provisionDeviceParams.enabled="0"
up.ringer.minimumVolume="0"
voice.volume.persist.headset="1"
voice.volume.persist.usbHeadset="1"
/>
</PHONE_BACKUP>

[GIP]

Please find the information about the phone

Phone Information
Phone Model VVX 601
Part Number 3111-48600-001 Rev:A
MAC Address 64:16:7F:0A:99:72
UC Software Version 5.8.2.4732
Updater Version 5.9.6.10658
Camera Software Version VVX Camera is not connected

[SteffenBaierUK]

Hello @GIP ,

UC Software 5.8.2 is no longer the latest software. I can only suggest to use UC Software 5.9.1 or at least UC Software 5.8.3 instead.

If this still shows the issue please contact Ingram Micro Distribution GmbH who sold the phone back in 13/03/2018

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

End Customers are unable to open a ticket directly with Polycom support.

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

Best Regards

Steffen Baier