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Skype for Business transfer being dropped from VVX 600

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Occasional Advisor

Skype for Business transfer being dropped from VVX 600

We're having an issue transferring Skype for Busieness calls from VVX phones.

This only happens on the physical phones and not in the SfB client.

 

The example we have is we call into the phone and we want to transfer to another extension.

After the call is answered, we click the "Transfer" soft button, dial the extension and press the 'call' button.

At that point the call I would think would be transferred but the call is never sent and the original caller is just sitting there with dead air.

 

If we transfer from the SfB client, the transfer goes through without problem.

 

Any ideas?

Message 1 of 13
12 REPLIES 12
Polycom Employee & Community Manager

Re: Skype for Business transfer being dropped from VVX 600

Hello @pfunk,

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 "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

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 13
Occasional Advisor

Re: Skype for Business transfer being dropped from VVX 600

Sorry, I had completely meant to include the software version and just forgot at the end.

 

The VVX phones are running software version: 5.6.0.17325

Message 3 of 13
Polycom Employee & Community Manager

Re: Skype for Business transfer being dropped from VVX 600

Hello @pfunk,

The community's Skype for Business FAQ and the  VoIP FAQ contains these posts here:

 

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

Resolution: Have a look => here <=


and

 

Jan 19, 2012 Question: How to troubleshoot Polycom VoIP related Issues?

Resolution: Please check => here <=

 

I suggest to set the logging to the following:

 

Settings > Logging > Global Settings > Global Log Level Limit > Log File Size (Kbytes) > 1000


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 13
Occasional Advisor

Re: Skype for Business transfer being dropped from VVX 600

FYI, we ended up having to enable this attribute in the Polycom settings:

call.BlindTransferSpecialInterop = 1

Message 5 of 13
Occasional Advisor

Re: Skype for Business transfer being dropped from VVX 600

We have the exact same only difference is our transfers have worked for 2 years then stopped last week.
We are getting exactly what you described

Where do you apply that setting and how as I try everything to upload the setting and never appears
Thanks
Message 6 of 13
Polycom Employee & Community Manager

Re: Skype for Business transfer being dropped from VVX 600

Hello @Doucheface1 ,

 

Welcome to the Poly Community.

Both the communities Must Read First and the 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,Teams, Skype for Business Online, Skype for Business on Premise, Lync)
  • Provide details if UC / SIP or ObiEdition
  • Additional Poly 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
  • For questions around Support please check here

 

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Poly 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 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 posts.

 

You replied to an over 1-year-old post with no change on the Poly side of things as confirmed by yourself.

 

What setting and in what format did you try?

 

Mar 08, 2013 Question: Where can I download configuration files from or create these myself?

Resolution: Please check => here <=

 

and

 

Oct 20, 2017 Question:Why can I not change every single configuration parameter via the Phone UI or the Web Interface?

Resolution: Only the most common settings can be changed via the Phone UI or the Web Interface. Additional configuration parameters either require a provisioning server as shown => here <= or simply import a configuration file (or unzip FAQ attached example files) and import these via the Web Interface as shown => here <=

 

We would need to see a trace of the failing call in order to comment and make suggestions


In order to raise a support ticket, you need to work with your Poly reseller as they

may need to do this for you.

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

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.

As most likely the unit(s) is/are no longer within the 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




<======== 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 7 of 13
Occasional Advisor

Re: Skype for Business transfer being dropped from VVX 600

Provide the exact Software Version of your Phone 5.6
Provide the Phone Model
vvx 412
Provide the Call Platform (aka openSIP,Teams, Skype for Business Online, Skype for Business on Premise, Lync
Skype for business going to onpremis server
Provide details if UC / SIP or ObiEdition
Additional Poly Infrastructure (RPRM,PDMS or BToE)
UC AND BToE
If applicable if provide a backup of the phone in question
Message 8 of 13
Polycom Employee & Community Manager

Re: Skype for Business transfer being dropped from VVX 600

Hello

UC Software 5.6 is no longer a supported option. Upgrade to 5.9.3 and re-test. If it still fails open a support ticket as already outlined.



<======== 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 9 of 13
Occasional Advisor

Re: Skype for Business transfer being dropped from VVX 600

Can anyone else assist these guys just push everyone to there reseller and constantly asked for version number etc.

I wouldn’t mind some actual assistance
Message 10 of 13