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lag when answering phone calls

Advisor

lag when answering phone calls

What would contribute to our VVX 410 and VVX 500 phones having a delay when answering an incoming call?  We are in a full Lync 2013 environment.

 

It is never consistent.  Sometimes the delay is hardly noticeable and sometimes it can take up to 10 seconds for the person on the other line to be able to hear you.

 

When the phone rings and you pick it up it takes a second or two to connect the call.  Sometimes it is quick, other times like I mentioned it can be a decent delay.

 

All the phones are running firmware version 5.4.2.2834 although the issue has been around with the phones for 2 years.  Most people have gotten used to it as you can see on the phone display when the call finally connects and you can begin talking.

 

Any ideas?

Message 1 of 5
4 REPLIES 4
Polycom Employee & Community Manager

Re: lag when answering phone calls

Hello Jben,

welcome back to the Polycom Community.

I am not aware of such delay but considering you have been living with this for nearly two years without ever logging this with our support team seems odd.

 

You need to get this raised via your Polycom reseller.

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you. In case this is some sort of an Internet discounter please post your phone's MAC address so I can look up who would be able to support 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

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 5
Advisor

Re: lag when answering phone calls

I don't think it is neccessarily a problem with the phones.  More than likely something with our environment.  I was just looking for ideas on different things to check.

Message 3 of 5
Occasional Advisor

Re: lag when answering phone calls

We've also been having this problem - I've not had much help from Polycom about it either. We've been using VVX consoles with our receptionists but had to remove them until we get the issue fixed because of the delays it's causing them.

 

We're working on it at the moment so will post back with anything we come up with.

Message 4 of 5
Polycom Employee & Community Manager

Re: lag when answering phone calls

Hello Frosty_NZ,

welcome back to the Polycom Community.

Could you kindly provide the Polycom ticket reference starting with 1- ?

 

Also did you ever follow this up => here <= ?

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 5 of 5