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Auto Answering When Other Call is Put on Hold

Visitor

Auto Answering When Other Call is Put on Hold

Hello.

 

We have a user who has been coverted over from an old Nortel system where she had a couple of lines to SFB.  Her problem is when she is on a call and another call comes in she puts caller 1 on hold and then the second incoming call automatically connects to her.  Is this how it is supposed to work?  It's difficult for her because she gets many calls at a time and she can get up to 3 calls going at a time.

 

She is on a VVX310 and she is about to pull her hair out.  I advised her press the ignore option that is presented on her computer via Skype Client until I find out if there is a way to prevent the "auto connect" after one call is put on hold.

 

Thank you,

 

Eric

Message 1 of 7
6 REPLIES 6
Polycom Employee & Community Manager

Re: Auto Answering When Other Call is Put on Hold

Hello Eric,

welcome to the Polycom Community.

It is always useful to include the currently used UC Software version as issues experienced or a question asked may already be addressed in a newer release.

This also allows yourself and others to check against current software release notes, Administrator Guides or FAQ post’s.

The above is also stated in the "Read First"

Therefore the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP or UC Software Version of my Phone?
Resolution: Please check 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

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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 7
Visitor

Re: Auto Answering When Other Call is Put on Hold

UC software version 5.3.0.12768

 

Message 3 of 7
Polycom Employee & Community Manager

Re: Auto Answering When Other Call is Put on Hold

Hello Eric,

UC Software 5.3.0 is no longer a supported version and you should urgently upgrade to UC Software 5.4.4 or 5.4.3 as we do only support the current version - 1 version back.


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

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

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 7
Advisor

Re: Auto Answering When Other Call is Put on Hold

I have/had this problem before on occasion.  It's mind boggling how something like this could get through QA.

 

The phone that was having this problem, we upgraded to the latest version 5.4.4.4281 and the problem has not come up again.  Keeping my fingers crossed because something like this is unacceptable for a production system.

Message 5 of 7
Polycom Employee & Community Manager

Re: Auto Answering When Other Call is Put on Hold

Hello Karnov,

This all depends if there is a test case for such scenario.

 

In addition if nobody reports this via the official escalation path giving our support teams a chance to replicate this it is pretty hard for fix.

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

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

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 6 of 7
Visitor

Re: Auto Answering When Other Call is Put on Hold

Thank you for the suggestion, Karnov.  I upgraded the person's phone and am now waiting to see if the problem continues or not and will let you know the results.

Message 7 of 7