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vvx 411 - Blind Transfer Failed

Occasional Visitor

vvx 411 - Blind Transfer Failed

Hi everyone

 

We've recently deployed a number of vvx 411 devices to our regional reception desks however we are finding that when performing a blind transfer (on an inbound PSTN call) it fails about 50% of the time. Flow as follows

 

PSTN Inbound to VVX > Blind transfer to 5 digit extension of internal SfB user (on prem)

 

Ive added "call.BlindTransferSpecialInterop="1"' into our config which stops the inbound call being disconnected, but we still see failures and just leaves the original inbound call on hold. When using the consultaitive transfer or recieving the first call from an internal SfB caller we dont see any failures.

 

Looking through logs the only difference i can see between a successful transfer and a failed one is this line:

 

1125125421|so |5|00|SoNcasSubEvCallTransfer -> SoNcasSubEvCallHold

 

Any help or ideas appreciated!

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

Re: vvx 411 - Blind Transfer Failed

Hello @EddieMcGoldrick ,

 

Welcome to the Poly Community.

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, Zoom, BlueJeans and/or Hybrid Registration)
  • 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.

 

Seeing that you work for a global organisation I suggest you get this into our PGS Support team.


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.

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 411 - Blind Transfer Failed

Thanks Steffen - Answers / Additional Detail below:

 

Software version: 5.9.0.9373
Model: Polycom VVX 411
Call platform: SfB on prem - 6.0.9319.548
Ribbon SBC 2000 GW version 8.0.1
Poly Infra: RPRM
Mac of Sample: 64167F9B195C

 

We belive this is a day 1 issue - Consultative Transfer set to default so only noticed intermittent with test reception group on Blind transfers.

 

If you would be able to provide the details of who to contact for initial support that would be great, thanks.

Message 3 of 4
Highlighted
Polycom Employee & Community Manager

Re: vvx 411 - Blind Transfer Failed

Hello @EddieMcGoldrick ,

 

I would suggest UC Software 5.9.5.

 

If this still fails I see 64167F9B195C was sold via Siphon Networks Ltd and they can open a ticket with us.

 

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