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VVX/SfB Active call goes on hold when second incoming call is answered by someone else

Highlighted
Polycom Employee & Community Manager

Re: VVX/SfB Active call goes on hold when second incoming call is answered by someone else

Hello jconder,

welcome to the Polycom Community.

It is always useful to include the currently used UC Software version as issues experienced may already be addressed in a newer release.

This is the minimum information requested.

This also allows yourself and others to check against current software release notes.

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 UC Software Version or the BootROM 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

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Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 11 of 22
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Advisor

Re: VVX/SfB Active call goes on hold when second incoming call is answered by someone else

Hello to the people who posted in this form.

 

I've had a couple of separate incidents with this happening.  My team has gotten a lot of heat from management since this issue has happened occasionally on a a client facing phone line.

 

VVX500 5.4.4.4281

Audiocodes Mediant 1000 gateway

Lync 2013 backend

 

Rebooting the phone has helped in the past, but I'm trying to permanently fix this issue.

 

Anybody find out more information on this issue?

Message 12 of 22
Highlighted
Polycom Employee & Community Manager

Re: VVX/SfB Active call goes on hold when second incoming call is answered by someone else

Hello Karnov,

welcome back to the Polycom Community.

Just like any other professional service organization please simply escalate this via your Polycom reseller so we can work with you on this issue.


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

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 13 of 22
Advisor

Re: VVX/SfB Active call goes on hold when second incoming call is answered by someone else

Hi Karnov,

 

We found that updating the phones to 5.4.4.4281 seemed to fix our issue.  Skype 2015 back end, Sonus SBC 1000 gateway.

 

Waiting for feedback from a client who was having a similar issue... they're using VVX300's but the behaviour was the same.

 

i didn't get to fully test, but the issue only seemed to affect users who were also using the BToE client?  are you using the BToE feature? if so, perhaps test the response group with BToE disabled for all users in the group? if you  are using BToE, ensure you're using the latest 3.3 client.

 

Polycom have not been very helpful, insisting that a support case is raised with the vendor. The vendor have been even less helpful than polycom, insisiting that the phones with the issue are returned with an RMA! I said i didn't want to return 30 handsets as there's nothign wrong with them - this is a software issue, they effectively said "can't help you then" ?!

 

I'll let you know if I hear back from the client - otherwise, good luck!

 

Cheers!

Nat

Message 14 of 22
Highlighted
Polycom Employee & Community Manager

Re: VVX/SfB Active call goes on hold when second incoming call is answered by someone else


@NatHazlett wrote:

 

Polycom have not been very helpful, insisting that a support case is raised with the vendor. T


Hello Nat

 

do you have a Polycom support reference ?

 

The only way for our engineers to troubleshoot an issue is if we get the opportunity to get data from a issue and replicate this.

 

Without this we are unable to troubleshoot this.

 

Replied via a mobile device

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 15 of 22
Highlighted
Advisor

Re: VVX/SfB Active call goes on hold when second incoming call is answered by someone else

Hello again Steffen,

 

I must say, you're pretty good at monitoring the boads here and usually very quick to reply - well done for that at least :)

 

I'm afraid i don't have a Polycom support reference as polycom won't help me directly, and the distributer won't help troubleshoot without me returning handsets. Given that there's nothign physically wrong with the handsets, and that the same problem persists across multiple sites and phone models, I do not wish to return them :(

 

I'm about to go on leave for a while. Imagine i'll try to pick this up again when I return. When I do, how would you recommend we proceed?  Our company are registered partners, I can log in via the PartnerConnect portal, and I've sat through various polycom university exams for audio solutions - but I can't find any way of raising a support query there either.

 

Cheers!

Nat

Message 16 of 22
Highlighted
Polycom Employee & Community Manager

Re: VVX/SfB Active call goes on hold when second incoming call is answered by someone else

Hi

I need the MAC of the phone to lookup who will need to support you

Replied via a mobile device
----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 17 of 22
Highlighted
Advisor

Re: VVX/SfB Active call goes on hold when second incoming call is answered by someone else

The phones were supplied via Westcon. That's who i've triued to raise a support issue through, but who has insisted that the phones are simply returned.

Message 18 of 22
Highlighted
Polycom Employee & Community Manager

Re: VVX/SfB Active call goes on hold when second incoming call is answered by someone else

Hello

 

again please supply me with the MAC address so I can lookup who we shipped these phones to and who it would be responsible to open the case.

 

If that is who you are stating they must open a case for you. Please supply the MAC address as requested.

 

Replied via a mobile device

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 19 of 22
Highlighted
Advisor

Re: VVX/SfB Active call goes on hold when second incoming call is answered by someone else

Hi Steffen,

 

Client A: VVX 500: 00:04:F2:DB:F8:4A
Client B: VVX 300: 00:04:F2:CA:B2:6C

 

Both experiencing the same issues.

 

Cheers!

Nat

 

Message 20 of 22