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AutoAnswer is picking up while phone is active


AutoAnswer is picking up while phone is active

Hey Guys,

We have run into an issue with Polycom VVX phones auto-answering intercom calls while the device is on another call, and therefor in an active state. These particular phones are VVX500s running v4.1.8 firmware. I have tested on the 5.4 branch as well with the same result.


I have the below set up in their configs:



When you dial *0 + ext number, our server sends an invite to the extension number with an added Alert-Info header of 'intercom'. The issue is that if a user is currently on the phone with someone and another user intercoms them, their current active call is placed on hold, and the intercom call is immeditiately answered. I did some digging in the admin guide, but could not find a parameter to negate this behavior. Can you point me in the right direction?

Message 1 of 3
Polycom Employee & Community Manager

Re: AutoAnswer is picking up while phone is active

Hello extremerotary,

welcome back to the Polycom Community.

Not looking to deep into this I assume it is working as designed especially using multiple different versions or we would have already a bug filed on this.


To change this you would need to raise a feature request as described in the FAQ:


Jan 03, 2013 Question: How can I request a change to the current Polycom SIP / UCS Software?

Resolution: Please check => here <=


Maybe time to replace the server controlled "Intercom" with the phones PTT feature as this would consider if a user is busy.

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

The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.


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 3

Re: AutoAnswer is picking up while phone is active

I really like the PTT and Paging features that Polycom offers, but some customers complain because it's too many steps to page. You have to create the groups (which I can do on our provisioning server), but I have to create one for each extension. Then they have to push the PTT, select the user, then PTT. Additionally, the receiver can't just answer, they then have to push the button to answer the incoming message. It's not something my customers are used to :/


Can you confirm that this barge-in with auto-answer is normal operation of the device, so I can at least forward that back to my customer?

Message 3 of 3