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Conferencing on VVX400 and VVX600 going straight to Mute

Occasional Visitor

Conferencing on VVX400 and VVX600 going straight to Mute

Im having issues where when trying to conference calls on the handsets with the BToE software running on the machines, when adding the extra call into the conference, it puts everyone in the call to mute and when trying to unmute the call it goes straight back to muting.

 

this is happening on VVX400 and VVX600 handsets and are using version 4.5.0 verion on the handsets, pus also tried downgrading to version 5.3.0 but still persisting, but seems to be an issue with the BToE, as when ending the application it does the conferencing fine.

 

are using BToE connector version 3.1.0.

Message 1 of 8
7 REPLIES 7
Polycom Employee & Community Manager

Re: Conferencing on VVX400 and VVX600 going straight to Mute

Hello jhinks,

welcome to the Polycom Community.

Could you kindly use the full software version numbers like 5.4.0.5841 or 5.4.0.10182 as this may make a difference. In addition the latest BToE version is 3.2.0

 

Could you also describe who is calling who and how so we get a better understanding of the issue?

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




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 2 of 8
Occasional Visitor

Re: Conferencing on VVX400 and VVX600 going straight to Mute

Hi Steffen,

 

the full software version that we are using is 5.4.0.5841 on the handsets and have now tried it with the new version of BToE to version 3.2.0 but are still having the issues.

 

So when calling from either a VVX400 or VVX600 handset and either trying to call either another handset, going through Skype for business or calling an external number (such as a mobile), when adding the 2nd call to the conference, it places both the calls on hold, when trying to resume the calls it unmutes the calls for a few seconds and then goes straight back to mute on both of the calls with the hold music playing. This occurs when BToE is running on the machine, once ending the application on the machine, it goes through the conferencing call fine with no issues and doesnt get stuck on the mute setting.

 

Many Thanks,

 

James

Message 3 of 8
Polycom Employee & Community Manager

Re: Conferencing on VVX400 and VVX600 going straight to Mute

Hello James,

only 5.4.0.10182 is Skype for Business certified so please use that.

 

In addition as you are UK based please provide me with a MAC of one of your phones so I look up the reseller so you can open a ticket with us.

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




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 4 of 8
Occasional Visitor

Re: Conferencing on VVX400 and VVX600 going straight to Mute

Hi Steffen,

 

have just tried this version and is still persisting with my phone when testing this.

 

The MAC address is 00:04:F2:84:21:3C

 

Many Thanks,

 

James

Message 5 of 8
Polycom Employee & Community Manager

Re: Conferencing on VVX400 and VVX600 going straight to Mute

Hello James,

 

This Unit was sold by Nimans back in September 2013 so it is out of warranty.

 

If you contact Nimans they can arrange a Pay Per Incident ticket for you or if you have any phones still in warranty.

 

The 2200-44600-025 Part Number for this phone is not a LYNC SKU so please ensure that you also have the relevant per device LYNC licenses as mentioned => here <= and => here <= when opening a case.


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




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 6 of 8
Occasional Visitor

Re: Conferencing on VVX400 and VVX600 going straight to Mute

Hi Steffen,

 

this device may still be under warranty

 

00:04:F2:C1:BD:55

 

Regards,

 

James

 

 

Message 7 of 8
Polycom Employee & Community Manager

Re: Conferencing on VVX400 and VVX600 going straight to Mute

Hello James,


yes that one is as it was purchased in May 2015 again via Nimans.

 

It is not a LYNC SKU so ensure you have all the licenses for such devices.

 

Please work with Nimans to get this to our support team in the UK.


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




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 8 of 8