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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
HP Recommended

We've are using Response Groups with SfB 2015 Server. When calls come in there is a delay, sometimes up to 5 seconds. The call group is quite heavy and agents are having difficulty managing calls because of the delay.

 

Is there anything that can be done to reduce this delay such as downgrading the UC software version? We have already disabled logging.

 

UC Software Version: 5.9.2.3446
Phone Model: VVX 410
Call Platform: SfB 2015

MAC: 00:04:F2:7F:DD:F7

Phone Backup: attached

 

3 REPLIES 3
HP Recommended

Hello @MWF DevOps 

 

checking the provided serial it comes back as an openSIP SKU aka -025

 

Please be aware of the following when utilizing UCS 4.1.0 or later:

The use of Polycom UC Software versions 4.1.X (“Software”) requires the purchase of a separate Software license for every device that will use the Software in a LYNC / Skype for Business environment. You may not install, access, or use the Software in a LYNC / Skype for Business environment on more devices than are listed on your license until additional licenses have been purchased and authorized by Polycom. These licenses should be purchased from the same company from which you purchased the devices. You may operate devices against a LYNC / Skype for Business server for trial purposes for up to 30 days without purchasing a license. Use of the Software is subject to the terms and conditions of the End User License Agreement.

Polycom reserves the right to audit your deployment to verify that you have sufficient licenses to match the number of devices being used.

Information in regards to License Part Numbers can be found here

 

In order for your organisation to be able to use our phones with Skype for Business, you need to ensure you have the relevant licenses in place.

 

Is this a day one issue or has this only happened after a software update? Which software update may have caused this? What do you understand about slow answering? How does this issue manifest itself?

 

This should come into support.


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

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

 

WESTCON-CANADA sold this unit back in 11/05/2016 so please ensure you have the purchase order for the relevant per device LYNC license ready when opening a ticket.


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

Best Regards

Steffen Baier

 

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
HP Recommended

Steffen,

 

I'm aware that the units are outside of warrantly. Because of this, I did not contact support. I posed the question on the community site in the hopes that someone from the community would have expereinced a similar issue.

 

Regards,

 

Jamie Jensen

HP Recommended

Hello @MWF DevOps ,

 

Do you have proof that you even have the Licenses required to use these phones with Skype for Business?

 

Out of Warranty should not stop you from contacting support.

 

I would assume any professional organisation would want to work with the Manufacturer of units in order to solve their issue. So far you have not yet provided sufficient information for other community members to try and help you.


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

Best Regards

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.