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VVX Slow Answering

Occasional Visitor

VVX Slow Answering

We've are using Response Groups with SfB 2015 Server. When calls come in there is a delay, sometimes up to 5 seconds. The call group is quite heavy and agents are having difficulty managing calls because of the delay.

 

Is there anything that can be done to reduce this delay such as downgrading the UC software version? We have already disabled logging.

 

UC Software Version: 5.9.2.3446
Phone Model: VVX 410
Call Platform: SfB 2015

MAC: 00:04:F2:7F:DD:F7

Phone Backup: attached

 

Message 1 of 4
3 REPLIES 3
Polycom Employee & Community Manager

Re: VVX Slow Answering

Hello @MWF DevOps 

 

checking the provided serial it comes back as an openSIP SKU aka -025

 

Please be aware of the following when utilizing UCS 4.1.0 or later:

The use of Polycom UC Software versions 4.1.X (“Software”) requires the purchase of a separate Software license for every device that will use the Software in a LYNC / Skype for Business environment. You may not install, access, or use the Software in a LYNC / Skype for Business environment on more devices than are listed on your license until additional licenses have been purchased and authorized by Polycom. These licenses should be purchased from the same company from which you purchased the devices. You may operate devices against a LYNC / Skype for Business server for trial purposes for up to 30 days without purchasing a license. Use of the Software is subject to the terms and conditions of the End User License Agreement.

Polycom reserves the right to audit your deployment to verify that you have sufficient licenses to match the number of devices being used.

Information in regards to License Part Numbers can be found here

 

In order for your organisation to be able to use our phones with Skype for Business, you need to ensure you have the relevant licenses in place.

 

Is this a day one issue or has this only happened after a software update? Which software update may have caused this? What do you understand about slow answering? How does this issue manifest itself?

 

This should come into support.


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

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

 

WESTCON-CANADA sold this unit back in 11/05/2016 so please ensure you have the purchase order for the relevant per device LYNC license ready when opening a ticket.


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 4
Occasional Visitor

Re: VVX Slow Answering

Steffen,

 

I'm aware that the units are outside of warrantly. Because of this, I did not contact support. I posed the question on the community site in the hopes that someone from the community would have expereinced a similar issue.

 

Regards,

 

Jamie Jensen

Message 3 of 4
Polycom Employee & Community Manager

Re: VVX Slow Answering

Hello @MWF DevOps ,

 

Do you have proof that you even have the Licenses required to use these phones with Skype for Business?

 

Out of Warranty should not stop you from contacting support.

 

I would assume any professional organisation would want to work with the Manufacturer of units in order to solve their issue. So far you have not yet provided sufficient information for other community members to try and help you.


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 4