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<moved post> Transfer Failed VVX 500

Visitor

<moved post> Transfer Failed VVX 500

Hello,

 

The issue I'm having is with a VVX500 running 5.0.5 rts15_D. When I transfer an internal call to an internal call, I have no issue. When I transfer an external call to an internal call, and attempt to answer on my VVX, the call drops and I get "transfer failed" on the phone screen. However, if I attempt to answer this transferred external call using my Lync client, the transfer is successful.   

 

Bottomline: Internal to Internal: transfer internal call to internal call is successful when answering on both lync client and VVX.

External to Internal: transferring an external call to an internal call is successful only when answering on lync client; answering on the VVX drops the call and transfer fails.

 

Any assistance would be greatly appreciated.

 

Mike

Message 1 of 24
23 REPLIES 23
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Polycom Employee & Community Manager

Re: Transfer Failed VVX 500

Hello Mike,

welcome to the Polycom Community.

5.0.5 is not a valid UCS software version.

 

The community's VoIP FAQ contains this post here:

 

Oct 7, 2011 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

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

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 2 of 24
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Visitor

Re: Transfer Failed VVX 500

Sorry, the phone has: SIP 5.0.2.2756

Message 3 of 24
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Frequent Advisor

Re: Transfer Failed VVX 500

Are you running the latest version of BToE 2.1?

Message 4 of 24
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Visitor

Re: Transfer Failed VVX 500

Yes, I am running 2.1.0. I appreciate your response.

Message 5 of 24
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Polycom Employee & Community Manager

Re: Transfer Failed VVX 500

Hello Mike,

so what is the exact call flow ?

 

  • External => VVX => to ?

 

  • Is this a Blind transfer aka you dial the other extension and hang up before they answer ?

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 environment. You may not install, access, or use the Software in a Lync 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 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 of License Part Numbers can be found 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

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

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 6 of 24
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Visitor

Re: Transfer Failed VVX 500


Hello,

 

Thanks for your help.

 

  • External => VVX => to ?

External => VVX => VVX

 

When I say internal I am referring to calls within the company.

 

  • Is this a Blind transfer aka you dial the other extension and hang up before they answer?


I am running into this issue with regular transfers (call 3rd party, establish a connection, and then transfer the user) and blind transfers. The majority of my testing is after I have already established a connection with the 3rd party and announced the transfer before transferring the user through. But I have tried it blind as well, with no success. (I can blind transfer internal to internal, as well as external to external, so I know Blind transfer is configured correctly) 

Message 7 of 24
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Regular Visitor

Re: Transfer Failed VVX 500

Has this been fixed?  Did you find a workaround or the issue?  I have exact same symptoms.  Also, have a mixed environment with other Lync desktop phone brand, and consultative transfers from external to the other brand phone succeed.

ie:  EXT => VVX => (NON)POLY/VVX success

 

We're running UCS 5.2.0.8330, on VVX 410 and 500 models.

 

Also have an Audiocodes M1000B gateway for the external calls.

 

I'm able to make blind transfers work as a workaround, but need to fix this.

 

TIA,

gene

Message 8 of 24
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Polycom Employee & Community Manager

Re: Transfer Failed VVX 500

Hello gene,

welcome to the Polycom Community.

The quickest way to get this looked at is via your Polycom reseller raising a Polycom service ticket for 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

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

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 9 of 24
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Occasional Advisor

Re: Transfer Failed VVX 500

Hello

Did you ever resolve the issue? I am experiencing the same issue.

 

Thanks

 

Message 10 of 24