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lag when answering phone calls

JBen
Advisor

lag when answering phone calls

What would contribute to our VVX 410 and VVX 500 phones having a delay when answering an incoming call?  We are in a full Lync 2013 environment.

 

It is never consistent.  Sometimes the delay is hardly noticeable and sometimes it can take up to 10 seconds for the person on the other line to be able to hear you.

 

When the phone rings and you pick it up it takes a second or two to connect the call.  Sometimes it is quick, other times like I mentioned it can be a decent delay.

 

All the phones are running firmware version 5.4.2.2834 although the issue has been around with the phones for 2 years.  Most people have gotten used to it as you can see on the phone display when the call finally connects and you can begin talking.

 

Any ideas?

Message 1 of 5
4 REPLIES 4
SteffenBaierUK
Polycom Employee & Community Manager

Re: lag when answering phone calls

Hello Jben,

welcome back to the Polycom Community.

I am not aware of such delay but considering you have been living with this for nearly two years without ever logging this with our support team seems odd.

 

You need to get this raised via your Polycom reseller.

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you. In case this is some sort of an Internet discounter please post your phone's MAC address 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. All posts and words are my own & do not represent the views of Employer.

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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
Message 2 of 5
JBen
Advisor

Re: lag when answering phone calls

I don't think it is neccessarily a problem with the phones.  More than likely something with our environment.  I was just looking for ideas on different things to check.

Message 3 of 5
Frosty_NZ
Occasional Advisor

Re: lag when answering phone calls

We've also been having this problem - I've not had much help from Polycom about it either. We've been using VVX consoles with our receptionists but had to remove them until we get the issue fixed because of the delays it's causing them.

 

We're working on it at the moment so will post back with anything we come up with.

Message 4 of 5
SteffenBaierUK
Polycom Employee & Community Manager

Re: lag when answering phone calls

Hello Frosty_NZ,

welcome back to the Polycom Community.

Could you kindly provide the Polycom ticket reference starting with 1- ?

 

Also did you ever follow this up => here <= ?

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. 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 5 of 5