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Polycom VVX 411 Host login fail - Common area Phone

Occasional Contributor

Polycom VVX 411 Host login fail - Common area Phone

Hi all,

 

Few random questions regarding common area phone functionality and Skype.

 

1. I have a Polycom VVX411 setup as common area phone, auto logging on as a hotdesk account in our SfB on-prem environment. I can sign in as a guest user and all works as expected. Problems with this are (a) the sign out button only seems to show up on the lock screen, is there a way of getting it to be one of the main screen options (b) the latest 5.9.1 frimware doesnt even prompt the user to create a lock code when signing in as guest, so no logout button is avaliable anywhere.

2. When a guest users logs in, the time format in the top right of the screen changes to a full month name, meaning its too long and flashes between parts of the date, i thought this was a common format for the phone, not per user.

3. When i sign in as a guest, it asks if i want to log out the host account, if i say yes, it then promps for extension for guest user, but then if i press exit, it leaves me in a signed out state. There are two options avalaible for Host / Guest, if i press host, it seems to try and sign back in as a the common area account, but sits on a screen saying discovering skype then times out and fails back to a completely unconfigured state... 

 

Are any of the above normal behaviour, if not am i missing some strange config somewhere.

Message 1 of 4
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Polycom Employee & Community Manager

Re: Polycom VVX 411 Host login fail - Common area Phone

Hello @Aaron Smith,

 

welcome back to the Polycom Community.

 

Your old post => here <= are still open / pending as you have not marked it either 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. Please do not simply mark them without any type of feedback.

For your new question both the community's Must Read First and the community's 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,Skype for Business Online, Skype for Business on Premise, Lync)
  • Additional Polycom 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

 

 

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Polycom 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 a potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.

 

Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up post’s.

 

Apr 01, 2015 Question: Does a Polycom Phone support a Common Area Phone / CAP mode?

Resolution: Please check => here <=

 

In addition my colleague Jeff schertz has a blog => here <= and an official Polycom userguide can for example be found => here <=

 

If you or your organisation require additonal help I already replied in your other post to work with Siphone as they can open a ticket for 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




<======== 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 4
Highlighted
Occasional Contributor

Re: Polycom VVX 411 Host login fail - Common area Phone

Steffen Baier,

Thanks for your reply, ill start with the environment questions you posted.

 

Model of Phone : VVX411

Firmware Version : 5.8.0.12848

Call Platform : Skype for Business On Prem

Additional Polycom Infrastructure : None

 

I have been through the article you referenced (link), and agree with the majority of the behavior mentioned.

The problem i have is under the following scenario.

1. Boot phone with provisioned host account (common area account within skype on prem)

2. Phone boots okay, and logs in as the CAP account

3. Press the guest button (which appears when i press "more" twice).

3. Phone prompts me to sign out of the host account, i select Yes

4. Phone signs out, and shows prompt for phone number of extension

5. I press exit at this point

6. I end up on a screen with Guest and Host (if i press guest, and log in with ext + Pin it works)

7. I press Host (or leave the screen like this for 2/3 mins)

8 Phone sits for 5 mins or so, saying discovering skype for business server, then prompts for phone/ext again

 

NOTE : I am a little confused with the use of the feature.hotdesk and feature.cap, both seem to perform the same behavior on this phone, as in they sign out the host account before signing in the guest. The article referenced above seems to indicate that hotdesk should leave the host account logged in as well.

 

Attached log file for reference.

Polycom Employee & Community Manager

Re: Polycom VVX 411 Host login fail - Common area Phone

Hello @Aaron Smith,

 

You work for a UK Agency so as already outlined Siphone would be the reseller who sold the phone and they can open a ticket for you with us.

 

We have an official support team who go go through this with you and try and rectify any issues.


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 4