Short On Hold time for Polycom VVX 501 handsets

[WB1_S]

Hi folks

We have recently setup some new 501 handsets in our office which we have integrated with SfB. We have an issue at the moment where the On Hold time is incredibly short, about 20 seconds, before the call is disconnected. This obviously creates an issue when transferring calls between users. 

Does anybody have any experience of this and if so, what the appropriate solution is? 

Thanks in advance. 

[SteffenBaierUK]

Hello @WB1_S,

welcome to the Polycom Community.

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, Lync)
• 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

• 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 if the issue is a day 1 issue or only happened after an upgrade or any other relevant details

Whilst providing the answers to some of the above may not directly impact any possible answer the community can provide, it does enable Polycom to have an overview of the current software used and other details and allows us to look up a potential support partners if an issue needs to come into support.

It may also help if you attach a backup as we could point out a configuration causing this.

A brief test using a currently supported software version showed I was able to hold a call for more than 1 minute.

As you have not provided any details on if this is an external or internal call scenario we can not really try and help.

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

[WB1_S]

Additional info as requested

Make: Polycom VVX 501

Model: UC Software Version: 5.6.0.17325

Platform: SfB

This is happening when transferring external calls to internal users. Calls are only being held for around 20 seconds when pressing transfer, dialling an extension number on consultative transfer, and then attempting to pass the call across. There is no time to pass on a message to the other person to advise them on who it is... 

[SteffenBaierUK]

Hello @WB1_S,

UC Software 5.6.0 is not really a currently supported software as we are at present at 5.8.1.

In addition you did not answer all questions asked i.e did not provide a backup or log or serial or tell us if this is on Premise or Skype for Business online.

Most likely your yet unknown gatway is sending the call back from hold after 20 seconds so I suggest you contact whoever has installed this.

You can use the various community FAQ's to see if you can troubleshoot this yourself or post logs and details so other users can try and help.

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

The next step then would be to open a ticket.

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 providing your MAC address or your Polycom devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Polycom device from.

If the unit is no longer within warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail 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