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Unable to Dial number if Off Hook - VVX 410 Hybrid setup

Visitor

Unable to Dial number if Off Hook - VVX 410 Hybrid setup

VVX 410 5.9.0.9373, Skype fop buisness Profile ..SFB on line 1 and OpenSip on Line 2.

Off the Hook Dialing gives fast busy signal

Followed all instructions on ( but same results )

 

https://community.polycom.com/t5/Skype-for-Business/FAQ-Hybrid-Registration-Feature/m-p/99129#M5698

and 

https://knowledgebase-iframe.polycom.com/kb/viewdocument.do?noCount=true&externalId=38743&sliceId=1&...

and

https://knowledgebase-iframe.polycom.com/kb/viewdocument.do?noCount=true&externalId=35956&sliceId=1&...

 

Digitmap on line 2 = 911|0T|011xxx.T|[0-1][2-9]xxxxxxxxx|[2-9]xxxxxxxxx|xT|xxT|xxxT|xxxT|*xxT|*xT /Digitmap Timeout= 4 / Digitmap Impossible Match= 0

 

Digitmap on SIP = [2-9]11|0T|011xxx.T|[0-1][2-9]xxxxxxxxx|[2-9]xxxxxxxxx|[2-9]xxxT|**x.T|+x.T /Digitmap Timeout= 3|3|3|3|3|3|3/ Digitmap Impossible Match= 3

 

just to confirm what extras was appplied
dialplan.1.digitmap.timeOut="8"
		dialplan.1.lyncDigitmap.timeOut="10"
		dialplan.2.digitmap="x.T"
		dialplan.2.digitmap.timeOut="4"
		reg.1.mergeServerDigitMapLocally="1"
		reg.limit="3"
		dialplan.digitmap.lineSwitching.enable="1"

 

Message 1 of 8
7 REPLIES 7
Polycom Employee & Community Manager

Re: Unable to Dial number if Off Hook - VVX 410 Hybrid setup

Hello @eerspoly ,

 

Welcome to the Poly Community.


5.9.0 is not a currently supported version. Please test UC Software 5.9.3

 

The next step after this is the below:

 

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.

If the unit is 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 2 of 8
Visitor

Re: Unable to Dial number if Off Hook - VVX 410 Hybrid setup

Upgraded .. Current software version : 5.9.3.2857

I am not sure if SFB will downgraded it to 5.9.0 again or not ..however problem stil the same 

Hope someone in the commuinty can figure out what is wrong..

Message 3 of 8
Polycom Employee & Community Manager

Re: Unable to Dial number if Off Hook - VVX 410 Hybrid setup

Hello @eerspoly ,

 

For your downgrade worries:

 

Feb 02, 2016 Question: How can I prevent a Poly Phone to be downgraded/upgraded automatically via Skype for Business and/or Office365?

Resolution: For Skype for Busines please download, unpack and import the attached LyncProvisionDeviceParams. For Skype for Business Online / O365 in addition please set the EnableDeviceUpdate to false as explained => here <=

 

But to go back to your original problem. When you dial Off Hook the Phone already selected a line.

 

You did not tell us how you do this aka do you press a specific line button to select the phone to go off-hook on this or do you simply lift the handset?

 

Just as an FYI the info we usually request for a new/follow up post:


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.

 

The first two quoted articles both contain direct or indirect (via another Link) instructions on how to obtain any logging so community members could try and help you.

 

If you fail with this the next step is the below:


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.

If the unit is 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 4 of 8
Visitor

Re: Unable to Dial number if Off Hook - VVX 410 Hybrid setup

Thanks for replying back.

I thought that the title explains the problem, sorry my bad.

When I lift the handset and start dialing the number ( no lines or other button are pressed before the dialing- just stright dialing), wether I wait or click send, busy signal is heard.

It is working if i dialed without lifiting the headset or pressing on the phone line first.

 

  • Provide the exact Software Version of your Phone 5.9.3.2857
  • Provide the Phone Model VVX 410
  • Provide the Call Platform Skype for Business Online 
  • Provide details  SIP  see attached file
  • Additional Poly Infrastructure (RPRM,PDMS or BToE) NO

 

 

Polycom Employee & Community Manager

Re: Unable to Dial number if Off Hook - VVX 410 Hybrid setup

Hello @eerspoly ,

 

Thanks for clarifying this. Lifting the handset, I personally believe, will access the Skype for Business line.

 

As we have not yet seen, even we reminded you of this, any logs I am personally unable to even attempt to help any further.

 

Other community members can.

 

As already reminded:

 

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.

If the unit is 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 6 of 8
Highlighted
Visitor

Re: Unable to Dial number if Off Hook - VVX 410 Hybrid setup

Luckily my reply was save when chrome crashed, and I though my message wa posted.

 

Sorry for missing the backup file..

I think it is true that when you lift the handset it goes to the Skypline, is there anyway to force when lifting the handset to go to line 2 as well?.

I did a test, if i sign out from Skype, I I left the handset, I will be able to dial with no problem. So it is d

Message 7 of 8
Polycom Employee & Community Manager

Re: Unable to Dial number if Off Hook - VVX 410 Hybrid setup

Hello @eerspoly ,

 

As already stated this is working as designed. If your users struggle with the concept you can always use this:

 

Jan 22, 2014 Question: How can I prevent the phone from automatically accessing a line when the Handset is lifted?

Resolution: Please check => here <=

 

Everything else would be a feature request as explained:

 

Jan 03, 2013 Question: How can I request a change aka feature request to the current Polycom SIP / UC Software?

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




<======== 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 8 of 8