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VVX 601 can not transfer to voicemail in Consultative mode on hosted Teams SfB

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Occasional Contributor

VVX 601 can not transfer to voicemail in Consultative mode on hosted Teams SfB

Hosted Teams/SfB on VVX 601 on Firmware 5.9.0.9373 and 5.9.4.3247 

Incoming call is answered by Auto Attendant and sent to Call Queue

Admin assistant answers call (and waits for ~4 seconds for voice connection) 

Using Consultative transfer mode, admin presses Transfer

Admin must stay on line until call is answered or voicemail (~7 rings)

Once voicemail begins, Transfer button appears admin presses Transfer.

"Transfer Failed" displayed on screen.

 

In Blind Transfer mode no issue - call rings ~7 times and then goes to voicemail.  However, admin cannot announce call.  Not acceptable in our business. 

 

Does anyone else experience this and is there a solution?  Ticket opened with Microsoft.

 

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Polycom Employee & Community Manager

Re: VVX 601 can not transfer to voicemail in Consultative mode on hosted Teams SfB

Hello @Don Delson ,

 

Welcome back to the Poly Community.

 

If you need Poly to fix anything please provide the minimum data below:


Both the communities Must Read First and the 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,Teams, Skype for Business Online, Skype for Business on Premise, Lync, Zoom or BlueJeans)
  • Provide details if UC / SIP or ObiEdition
  • Additional Poly 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 Poly 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 potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.


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.

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

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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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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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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