Incoming calls drop when transferring

[Steven Stirling]

Hello all.

Weird problem, we've just deployed Skype for business 2019, and Polycom phones (VVX201 and Trio8800) and when I call myself from my cell, and then try to transfer to another internal user, either from the skype client, or the polycom phone interface, it drops the call.

I can't see anything in the logs on the polycom.  Has anyone seen this before?

Weirdly, if i call my cell from the polycom and THEN try to transfer, it works. As long as i put in 1+areacode+number, it drops if i don't use the 1.

I should also mention, i've updated the polycom to the latest version of the firmware.

Any ideas?

Thanks

[SteffenBaierUK]

Hello @Steven Stirling ,

welcome to the Polycom Community.

Stating the latest software does not help others when finding this post in days, weeks, months or years to come as they do not know what software mentioned was current at the time of writing.

Please therefore always post the exact complete build id.

Therefore the Polycom VoIP FAQ contains this post here:

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

Stating the above 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 you always check the FAQ's and/or utilize the community search before posting any new topics or follow up post’s.

In order for any volunteer within the community to comment we would need to at least see some form of a log:

Jan 17, 2017 Question:How can I troubleshoot simple Skype for Business, LYNC or Office365 issues?

Resolution: Have a look => here <=

and

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

Resolution: Please check => here <=

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

Best Regards

Steffen Baier

[jbravo]

Well, I am in the middle of implementing Microsoft Teams using my VVX 300 phones. I had all kind of weird things when trying to transfer calls. After several days with Microsoft support, they concluded my phones ARE NOT listed as compatible with Teams (which is the successor for Skype for business (at least here in the USA). I have tested making and receiving calls to cell phones and other VoIP phones and I can transfer calls either from the phone itself or from the Teams desktop app. We did not go through Skype for business at all but I recommend you check to confirm if your phones are listed as compatible with the service.

[SteffenBaierUK]

Hello @jbravo ,

welcome to the Polycom Community.

Details on Teams can be found => here <= and the FAQ => here <=

From the FAQ:

• How will VVX phones that I already own work with Microsoft Teams?
  
  Polycom 3PIP Phones certified for Skype for Business Online that are supported by Microsoft Teams include: 
  • Polycom VVX Business Media Phones (VVX 201, 301/311, 401/411, 501, 601 and similar models)
  • Polycom Trio 8800 and Trio 8500

If you find any issues please work with our Partner Microsoft.

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

Best Regards

Steffen Baier

[jbravo]

Regarding compatibility with Microsoft Teams, does the statement "similar phones" for the VVX family includes the VVX 300 phones?

[SteffenBaierUK]

Hello @jbravo ,

The VVX 300 is supported as the VVX 301 / 311 range only replaces the older VVX 300 / 310 with newer hardware.

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

Best Regards

Steffen Baier

[systech]

Check your dial plans in SFB

I read somewhere that phones look at global dial plans and if you have everything in site and user dialplans only what you describe might happen - as a test just copy all you got to the global dial plans section