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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
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We have a setup, where we have a phone with „interactive response group“, where we have configured „interactive voice response“, which redirects user to other two phones, when user press relevant buttons. After an hour, one of the phones, to which we are redirecting calls, stops receiving calls, but you still can call from this phone. When we disconnect phone from the network, or just log off and log on back to skype for bussiness, the phone starts working normally, but after an hour the problem repeats. This problematic phone, and the main phone (which is redirecting calls) also has active voice recording enabled. All phones are logged in with Skype for bussiness.

1 ACCEPTED SOLUTION

Accepted Solutions
HP Recommended

I asked Microsoft about that problem, and they gave me and answer: "It's likely that the status of the user signed in to that phone is going to "Away", which means it will not receive calls for Response Groups, unless the routing method is set to Attendant. What is the routing method used on the response group currently?" So, i had "Longest idle" routing method, and that fixes my problem.

View solution in original post

4 REPLIES 4
HP Recommended

Hello @Augustinas,

welcome back to the Polycom community.

Some or a couple of your old post(s) => here <= are still open / pending as you have not marked these as "Accept as a solution" or at least provided some form of feedback or answer.

If they are in this state nobody finding them via a community search will know if an answer or advice provided was useful and has maybe helped you.

Could you therefore kindly go over them and mark or answer as appropriate ?

If they are marked as "Accept as a solution" other users can find these easier and it helps them to utilise the community more efficiently.

 

image

 

For your new issue 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 "Must Read First" and is the absolute minimum requirement every new post should include. .

In addition providing us with this basic information gives Polycom an idea what Software Versions are used in the field and avoids wasting time trying to troubleshoot issues which have already been addressed.

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

 

The Skype FAQ also contains this post here:

 

Jan 17, 2017 Question:How can I troubleshoot simple Skype for Business, LYNC or Office365 issues?

Resolution: Have a look => here <=

 

Does the call even arrive at the phone ?


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

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

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

I think, thant phone does not receive the call, because in s4b logs i see that i am calling to a response group, and then nothing happens. And when everything works i see two entries, first, that i call to response group, and then another one entry that i am calling to that phone number. I also checked the phone log, but i don't understand anything. I can upload the phone log, if you need it.

HP Recommended

Hello @Augustinas,

You can attach logs to the community if you ZIP them.

 

I have not had similar reports so I would open a ticket with Microsoft support as they tested and qualified our phones.

 

If you are unable to do so please open one with your reseller instead.

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

End Customers are unable to open a ticket directly with Polycom support.

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom device from.

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: 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

I asked Microsoft about that problem, and they gave me and answer: "It's likely that the status of the user signed in to that phone is going to "Away", which means it will not receive calls for Response Groups, unless the routing method is set to Attendant. What is the routing method used on the response group currently?" So, i had "Longest idle" routing method, and that fixes my problem.

† 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>.