Plantronics + Polycom. Now together as Poly Logo

Choose answer line

SOLVED
Highlighted
Advisor

Choose answer line

Good day,

 

I have become aware of a problem that our users are having when multiple lines are assigned to a phone. On our Soundpoint IP sets we have the prime line 1, then added additional lines to buttons 2, 3 etc... When a call is coming in to a Multi Line Hunt Group in which all lines are members, as expected all lines ring. When the user goes to pick up the call the phone set is choosing to answer L2 instead of L1.

 

How do I get the set to prime answer on L1 at all times?

 

We use a MetaSwitch here with their SIP PS, a ticket opened with them responded with seek an answer from Polycom. Has anyone run into a similar issue before I open a formal ticket?

 

Thanks

Todd

Message 1 of 5
1 ACCEPTED SOLUTION

Accepted Solutions
Highlighted
Polycom Employee & Community Manager

Re: Choose answer line

Hello all,

 

welcome to the Polycom Community.

The phones standard configuration is to always select Line 1 when the handset is lifted.

 

This is the same for making an outbound call.

 

If a specific line should be answered simply pressing the line key on multiple incoming calls will select that line in focus.

 

Adding a configuration like:

 

<polycom up.offHookAction.none="1" />

 will prevent the phone from automatically selecting Line 1 when lifting the handset on multiple incoming calls.

 

I am not aware of any issues that the phone would select Line 2 rather than Line 1 and we would require you to report this via your Polycom reseller.


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

View solution in original post

Message 5 of 5
4 REPLIES 4
Highlighted
Occasional Visitor

Re: Choose answer line

Hi,

 

I have the same query and would like to know how to setup polycom to answer on a specific line when there are incoming calls  ringing on different lines.

 

I have two lines configured with polycom 650. When both rings and lift the phone it should answer the call on first line.

 

Please let me know if someone has found answer for this.

Message 2 of 5
Highlighted
Advisor

Re: Choose answer line

Can a Polycom rep add any insight into this please?

Message 3 of 5
Advisor

Re: Choose answer line

SteffenBaierUK, can you provide an answer here? Or direct me to someone who would have an answer?

 

Thank you.

Message 4 of 5
Highlighted
Polycom Employee & Community Manager

Re: Choose answer line

Hello all,

 

welcome to the Polycom Community.

The phones standard configuration is to always select Line 1 when the handset is lifted.

 

This is the same for making an outbound call.

 

If a specific line should be answered simply pressing the line key on multiple incoming calls will select that line in focus.

 

Adding a configuration like:

 

<polycom up.offHookAction.none="1" />

 will prevent the phone from automatically selecting Line 1 when lifting the handset on multiple incoming calls.

 

I am not aware of any issues that the phone would select Line 2 rather than Line 1 and we would require you to report this via your Polycom reseller.


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

View solution in original post

Message 5 of 5