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VVX/SfB Active call goes on hold when second incoming call is answered by someone else

Polycom Employee & Community Manager

Re: VVX/SfB Active call goes on hold when second incoming call is answered by someone else

Hello Nat,

Westcon is the reseller we sold the phones to and they must open a support ticket for you with Polycom support.


If they refuse to do this please contact me via Community Mail so I can forward your details to our sales team who will then work with the reseller to explain their responsibilities to them.


Feel free to inform them of our communication 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

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


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 21 of 22

Re: VVX/SfB Active call goes on hold when second incoming call is answered by someone else

@NatHazlett wrote:

Hi Karnov,


We found that updating the phones to seemed to fix our issue.  Skype 2015 back end, Sonus SBC 1000 gateway.


Waiting for feedback from a client who was having a similar issue... they're using VVX300's but the behaviour was the same.


i didn't get to fully test, but the issue only seemed to affect users who were also using the BToE client?  are you using the BToE feature? if so, perhaps test the response group with BToE disabled for all users in the group? if you  are using BToE, ensure you're using the latest 3.3 client.


Polycom have not been very helpful, insisting that a support case is raised with the vendor. The vendor have been even less helpful than polycom, insisiting that the phones with the issue are returned with an RMA! I said i didn't want to return 30 handsets as there's nothign wrong with them - this is a software issue, they effectively said "can't help you then" ?!


I'll let you know if I hear back from the client - otherwise, good luck!




Hello Nat,


Yes, both users are using BToE and have them active.  Both of them are heavy call volume phones and one is part of a response group, the other WAS part of a response group, but I had to change it to a team calling group because of the 5 second delay connecting a RSG call.  I upgraded both of the offending phones to and so far so good.  Thank you for the suggestion on upgrading the BToE client.  If the problem happens again, I will upgrade the BToE client.  If it happens after that, i will have the user disable BToE.


It's pretty sad that an enterprise voice system in 2016 would be doing this.  It seems like the more features and more fluff are added instead of solidfying the core pieces.

Message 22 of 22