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Transfer Issue - VVX 411

SOLVED
JMurphy
Occasional Contributor

Transfer Issue - VVX 411

We have VVX 411 phones.  We are in a hybrid mode with Skype for Business Online (migrating from Skype for Business on-prem to Microsoft Teams).  We can no longer use the Transfer button on the phone since we moved to SFB Online.  When we press Transfer and the extension, the call disconnects.  Any suggestions on how to fix?

Message 1 of 6
1 ACCEPTED SOLUTION

Accepted Solutions
SteffenBaierUK
Polycom Employee & Community Manager

Re: Transfer Issue - VVX 411

Hello @JMurphy ,

 

Our phones are certified by Microsoft as 3PIP phones and the only thing that has changed on your end is the Microsoft end.

 

Therefore I suggest your 3rd party vendor works with Microsoft on this.

 

Alternatively, if no other volunteer comments, open a service ticket via the Poly reseller the phones have come from.

 

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

End Customers are usually unable to open a ticket directly with Poly support. Available End User Poly services offerings are detailed here

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.

If the unit is no longer within the warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail 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

----------------
The title Poly 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

View solution in original post

Message 4 of 6
5 REPLIES 5
SteffenBaierUK
Polycom Employee & Community Manager

Re: Transfer Issue - VVX 411

Hello @JMurphy ,

 

Welcome to the Poly Community.

 

Have you yet consulted Microsoft as this is the only change to the phone?

From our Skype FAQ:

 

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

Resolution: Have a look => here <=

 

The minimum info we would need is the currently used software version and a backup via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup


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

Best Regards

Steffen Baier

----------------
The title Poly 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 6
JMurphy
Occasional Contributor

Re: Transfer Issue - VVX 411

We have not consulted Microsoft.  Our third party vendor that is working through the migration for us had indicated that the issue is with the VVX 411 phones.  

 

The current version is 6.3.1.8427.  

 

Unfortunately our previous vendor changed the default Admin code and we cannot log into the phones as Admin.  Under User, the backup option is not available.  

Message 3 of 6
SteffenBaierUK
Polycom Employee & Community Manager

Re: Transfer Issue - VVX 411

Hello @JMurphy ,

 

Our phones are certified by Microsoft as 3PIP phones and the only thing that has changed on your end is the Microsoft end.

 

Therefore I suggest your 3rd party vendor works with Microsoft on this.

 

Alternatively, if no other volunteer comments, open a service ticket via the Poly reseller the phones have come from.

 

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

End Customers are usually unable to open a ticket directly with Poly support. Available End User Poly services offerings are detailed here

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.

If the unit is no longer within the warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail 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

----------------
The title Poly 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

View solution in original post

Message 4 of 6
JMurphy
Occasional Contributor

Re: Transfer Issue - VVX 411

Thank you Steffan.  

 

We no longer have a contract with a Poly reseller so we will not be able to open a ticket with Poly Support.  I will go ahead and work with Microsoft to see what they can do.  

 

I appreciate your assistance.  

Message 5 of 6
SteffenBaierUK
Polycom Employee & Community Manager

Re: Transfer Issue - VVX 411

Hello @JMurphy ,

 

The PPI method explained above does not require a reseller. You can do this yourself.

 

Best Regards

Steffen Baier

----------------
The title Poly 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 6 of 6