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VVX410/vvx411 call pickup randomly not working.

Highlighted
Visitor

VVX410/vvx411 call pickup randomly not working.

Two of my users have random issues where their phones do not answer when picking up the handset. It seems to happen once, twice, a whole afternoon, then go away and come back again later, yet it happens at least once a day.

 

This is a on prem skype for business enviorment. I've switched out the phones from 410's to 411's with no luck. both people are having the problem when answering a team call. Clicking accept on the skype for business soft client, or clicking the button on the phone it self, the call then connects.

 

Current software on phone is
5.5.1.11526 

Current BTOE is

3.4.0

 

We do not have a polycom reseller as we had to fire our consultants that provided them. THough they are fairly new and should be under warranty.

 

Thanks!

 

Chris  

Message 1 of 12
11 REPLIES 11
Highlighted
Polycom Employee & Community Manager

Re: VVX410/vvx411 call pickup randomly not working.

Hello Chris L,

welcome to the Polycom Community.

 

Simply post one or multiple MAC addresses so I can look up who would be able to support 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

Polycom Global Services

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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.

----------------

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 12
Highlighted
Visitor

Re: VVX410/vvx411 call pickup randomly not working.

64167f01e34f

0004f27cde36

 

Thanks!

Message 3 of 12
Highlighted
Polycom Employee & Community Manager

Re: VVX410/vvx411 call pickup randomly not working.

Hello Chris,

The VVX411 and the VVX410 you are utilizing with LYNC / Skype for Business is not a -018 or -019 SKU and therefore you require to purchase a Polycom per device License as explained => here <=

Please be aware that all the phones you are utilizing have the relevant license and please provide proof of this when opening a ticket

 

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

 

 

5150-49252-001 SW,LIC,LYNC ENTERPRISE IND PHONE
5150-49253-001 SW,LIC,LYNC ENTERPRISE SITE (5 UNITS)
5150-49254-001 SW,LIC,LYNC ENTERPRISE SITE (10 UNITS)
5150-49255-001 SW,LIC,LYNC ENTERPRISE SITE (100 UNITS)
5150-49256-001 SW,LIC,LYNC ENTERPRISE SITE (1000 UNITS)
5150-49257-001 SW,LIC,LYNC ENTERPRISE SITE (10000 UNITS)

 

If you already have valid licenses please disregard this message.

 

If you do not have I need to ask you to purchase these prior to opening a ticket as this will be checked.

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 4 of 12
Highlighted
Visitor

Re: VVX410/vvx411 call pickup randomly not working.

Ouch... well thats lovely... not your fault of course, just yucky of the consultants.

 

I can only find one of those sku's (5150-49252-001) as something i can actually order and its from cdw, a single phone license. I am about to buy 15 of them but what do i do with them once they are purchased?

 

-Chris

Message 5 of 12
Highlighted
Visitor

Re: VVX410/vvx411 call pickup randomly not working.

All Purchased.

 

Now what?

Message 6 of 12
Highlighted
Polycom Employee & Community Manager

Re: VVX410/vvx411 call pickup randomly not working.

Hello Chris,

Both units are out of warranty so please call Polycom support and open a PPI / Pay Per Incident ticket for this.


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 7 of 12
Highlighted
Visitor

Re: VVX410/vvx411 call pickup randomly not working.

Well that doesnt make sense, the 411's havent even been on sale for a year have they, and we only purchased them in November... how could they be out of warranty? the 410 i kinda dont care about as i only ordered it last june as a single item to test it over the original cx series phones we purchased, then waited for the 411's to go on sale, and i took it out of service for other failures and replaced it with the aformentioned 411, though both had the problem. we have 14 other 411's as well.

 

Message 8 of 12
Highlighted
Polycom Employee & Community Manager

Re: VVX410/vvx411 call pickup randomly not working.

Let me double check

Replied via a mobile device
----------------
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 9 of 12
Highlighted
Polycom Employee & Community Manager

Re: VVX410/vvx411 call pickup randomly not working.

Hello ChrisL

 

You are correct the VVX411 with the MAC 64167f01e34f was sold via WESTCON GROUP EUROPEAN OPERATIONS LTD back in 30/08/2016. Please contact them as they are your Tier 1 contact and can open a Ticket with Polycom support about this.

 

Apologize for the misunderstanding. I mixed your post up with another one.


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 10 of 12