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Can't finish a consulted transfer - with incoming call on shared line

Occasional Contributor

Can't finish a consulted transfer - with incoming call on shared line

Here's the testing conditions:

While on a private line, making a consulted transfer, another call starts ringing in on a shared line.  I am unable to finish the transfer because the incoming call is popped up on my phone and has taken away my transfer softkey. 


If this senerio is tested with 2 private lines, you can hit ignore on the incoming line and regain the transfer button.  Then transfer the call and answer the incoming call.


We did our best to review the config doc and couldn't really find anything to toggle.  We also checked the known limitations of shared lines and didn't seem to find this there either:


This is on a vvx400 with 5.5.4




Message 1 of 3
Polycom Employee & Community Manager

Re: Can't finish a consulted transfer - with incoming call on shared line

Hello @Trav_wwt ,


welcome back to the Polycom Community.

Both the community's Must Read First and the community's 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,Skype for Business Online, Skype for Business on Premise, Lync)
  • Additional Polycom 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 Polycom 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 a potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.

Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up post’s.


May 28, 2015 Question: Can I change the way an inbound call is presented on the screen of a VVX 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

<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

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Message 2 of 3
Occasional Contributor

Re: Can't finish a consulted transfer - with incoming call on shared line

That was the fix, thank you very much!!

Message 3 of 3