• ×
    Information
    Windows update impacting certain printer icons and names. Microsoft is working on a solution.
    Click here to learn more
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
  • ×
    Information
    Windows update impacting certain printer icons and names. Microsoft is working on a solution.
    Click here to learn more
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
Guidelines
The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
HP Recommended

Hello.

 

Can anyone advise on the issue I am having with call forward settings on the Polycom VVX301. We are using these phones with SfB and want to set-up call forwarding if a line is busy. The manual says the following options should be available after selecting 'Forward':

Always, No Answer or Busy

 

However, when I select 'Forward' I get the following options:

Disable, Forward to a contact or Forward to Voice Mail  

 

So the option to forward if busy is not available.

 

Any ideas why the options differ? Could it be down to firmware or SfB licence being used? We are using E5.

 

Many thanks in advance for your help.

 

Andrew

3 REPLIES 3
HP Recommended

Hello @AJG ,

 

Welcome to the Poly Community.

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)
  • 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.

 

For example, it would be helpful for us to know what manual you are referring to?

If you are not specifically looking at one of the Skype for Business Guides as an example >here< the feature may simply not part of the Skype for Business Server.

 

I am aware of a feature Busy on Busy as explained >here< so the above details would help us to understand your setup.


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

Hi,

 

The phone in question is:

Polycom VVX301

P/No: 3150-11530-552

Software version 5.5.2.8571

 

Our user accounts are set-up on the legacy Skype for Business portal and are assigned Microsoft E5 and Domestic Calling Plan licences.

 

When logging into the Polycom phone with the user account I select 'Forward' and get the following options:

Disable

Forward to a contact

Forward to Voice Mail  

 

However, if the phone is in use I would like the calls to be automatically forwarded to another Polycom phone with the same set-up. According to p33-34 of the manual I should have the following options when selected 'Forward':

 

Foward calls:

Always

No Answer

if Busy (the option I want to use).

 

Manual is here: https://support.polycom.com/content/dam/polycom-support/products/voice/business-media-phones/user/en...

 

Much appreciated if you could provide some advice on this.

 

Many thanks,

 

Andrew

 

HP Recommended

Hello @AJG ,

 

thanks for providing these details. Most likely the outdated User Guide simply copied an existing openSIP section and added this into the LYNC guide by accident.

 

As already explained, Skype usually does not provide Busy on Busy and only a later version added this functionality.

 

I am unaware if our Partner Microsoft has the same option on a Skype for Business client but you should update your software to UC Software 5.9.3 to run a supported version.


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>.