• ×
    Information
    Windows update impacting certain printer icons and names. Microsoft is working on a solution.
    Click here to learn more
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
  • ×
    Information
    Windows update impacting certain printer icons and names. Microsoft is working on a solution.
    Click here to learn more
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
Guidelines
The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
HP Recommended

Hi,

After successfully configuring a vvx500 with multiple attendant lines to achieve BLF features, we have noticed that if this same phone receives an inbound call from a ring group or queue that includes itself and at least one other phone that it is monitoring, the phone initially displays the standard ringing notification on screen (as normal), but after a few seconds it then displays a list of all monitored phones that are ringing (similar to the ‘calls view’). When in this state lifting the handset of the phone does not always answer the call still ringing on the phone. This problem seems to be intermittent as sometimes it will answer the call, other times not. We have extensively tested both ring groups and queues but both exhibit the same results. We are expecting the correct operation of the phone to simply answer its own ringing call when the handset is lifted. Any ideas what might be causing this?

 

vvx firware: 4.0.2b

PBX: Asterisk 1.4

Thanks for any help.

Cheers.

8 REPLIES 8
HP Recommended

Hello OrcaCom,

 

welcome to the Polycom Community.

 

Have a look => here <=

 

If above does not address  your issue please work with your Polycom Reseller to contact Polycom Support.

 

Best Regards

 

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
HP Recommended

Thanks for your response Steffen.

Yes we have already disabled the spontaneousCallAppearances feature to avoid individual inbound caller ID's being displayed. In this case, after a few seconds of ringing the phone displays the screen that looks like the calls view, which allows an individual ringing phone to be selected and answered which is a nice feature. But the problem is that the phone is still ringing and if the handset is lifted to answer the call, the call is simply not answered. The phone does stop ringing but the call is not answered. This does not always happen and the problem seems to be intermittent. Is anyone else experiencing the same?

Cheers.

HP Recommended

Hello OrcaCom,

 

from my point of view as already advised above please work with your Polycom Reseller to contact Polycom Support.

 

Best Regards

 

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
HP Recommended

I have this same problem. I didn't see it on 4.0.1b. I'm downgrading my phones until we get this resolved.

 

PS. The BS answer of contacting your reseller is litering these forums. You might as well say "we refuse to help".

HP Recommended

@chadmccan wrote:

 

PS. The BS answer of contacting your reseller is litering these forums. You might as well say "we refuse to help".


Hello Chadman,

 

Polycom is not the first line support contact for End Customers. A reseller has the responsibility to provide Tier 1 support for an End Customer as they have sold you the Item. The reseller can then escalate into the Polycom Support Team.

 

The Community clearly states this and I have in addition explained this in the FAQ.

 

This is our escalation process and ensures that all customers and partners follow the correct procedure and ensures we can track issues efficiently.

 

Best Regards

 

Steffen Baier

 

Polycom Global Services

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
HP Recommended

We are having the same issue with polycom vvx400, is the downgrade the only solution?

 

 

HP Recommended

Hello @experttechit,

welcome to the Polycom Community.

You are responding to a post from 2012 / 2013 and the VVX400 did not exist then as the Uc Software 4.0.x does not support VVX400 or 300 or 600.

 

Not stating the software does not help others when finding this post in days, weeks, months or years to come as they do not know what software mentioned was current at the time of writing.

Please therefore always post the exact complete build id.

Therefore the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP or UC Software 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: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
HP Recommended

Hi,

 

The software version is:

5.7.0.11768

 

 

† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.