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Resume the on hold call makes phone cannot hear the caller, but the caller can hear us

Occasional Contributor

Resume the on hold call makes phone cannot hear the caller, but the caller can hear us



I have a problem with music on hold. I have polycom VVX601, VVX501 and Trio 8800. I login as a skype for business users.

Received an incoming call - no problem.

When i put the caller on hold, the caller hear music on hold as normal, but when i resume the call, i can't hear the caller anymore, only the caller can hear me. It use the latest firmware.


I check with my gateway vendor, he mention that polycom phone media sent during on hold is "sendonly" thats why it didnt work.

While if i login on my desktop client, then do the same call, hold call, resume, will works as normal because the media sent during on hold is "sendrcv".


Anyone able to advise how to solve this? And workaround Disable MOH is not applicable in my environment here.





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Polycom Employee & Community Manager

Re: Resume the on hold call makes phone cannot hear the caller, but the caller can hear us

Hello Steven,

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


The above is the minimum requirement for a new post.

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 be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please 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".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom 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 may be answered on weekends, bank holidays or personal holidays.
Message 2 of 2