Issue w/ 650, exp mod, and Plantronics CS351N w/ App5 cable.Beeping in headset/incoming call to bfl

[Anonymous]

Hi all.

I have a Polycom 650 running 3.2.1B on our Broadsoft platform.

It has an expansion module installed with it (side car).

I have a Plantronics CS351N installed with the phone using the App-5 cable.

The Polycom phone is setup in the menu options to use up.analogHeadsetOption=2 which is the Plantronics option.

The Polycom phone is setup for the attendant console options to use "silent ring".

The expansion module is populated with busy field lamp entries.

The problem is that when a secretary is on a call and an incoming call comes into one of the phones listed in the BFL

entries on the expansion module the headset is beeping. The "silent ring" setting in the phone for the attendant console

should not be allowing that.

Everything works fine on a Polycom 335 running 3.2.1B. The problem only appears when we add an expansion module into

the mix. My customers would rather not hear this beeping everytime someone calls a person listed in a BFL entry. When

just using the regular hand set the "silent ring" setting is working fine.

I tried to find this possible bug in the change logs of the newest 4.x code but failed to find it.

I want to try the up.analogHeadsetOption=1 (Jabra) just to see what happens but somehow I think that will not work.

I am at a loss on what other menu/config options to try.

So I am at the point I think I am running into a bug and need to upgrade my firmware? But to what? On Broadsoft release

16 I cannot just slap in 4.x and pray it works. I might be able to goto 3.3.x though. But what version?

Or perhaps I am an idiot and am missing something simple since this headset is one listed in the compatible list of

choices in Polycom documentation as being tested/good to go.

Thank you. Any responses are appreciated. I will gladly give more info upon request.

matt

[SteffenBaierUK · Accepted solution]

Hello matt,

welcome to the Polycom Community.

I can only suggest to simply provision your phone in question from a local server either using the latest SIP 3.2.x, UCS 3.3.x or 4.0.x and simply set the configuration manually.

Note: Please remember to use the cfcUtility for any existing configuration if using 3.3.x or 4.0.x!!

Above is all explained in the FAQ.

Your Polycom reseller should be able to assist you in case you run into issues.

SIP 3.2.7 shows in the release notes => here <= the following:

74891 In a BLF call scenario, the monitoring phone no longer hears a beep when incoming calls are answered by any of the monitored phones.

Is the scenario really that the tone is played on the incoming call or is it played on the remote extension answering the line?

If you still struggle please raise a ticket with Polycom support via your Polycom reseller or Broadsoft.

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

[Anonymous]

3.2.7 did indeed fix the problem.

For some reason I decided to read the release notes for 4.x first and if I read correctly I did not see that

fix in the notes. But I could be wrong. That is when I created this post. Naturally I saw a clue of 3.2.7 recently

being released via this forum and read over those release notes...

After reading over 3.2.7 release notes the fix stood out and was easily found. 

Applying the new firmware via broadsoft is very easy when it is a drop in replacement and you just change a line in a config file.

Reboot the phone and test. Voila.

The main problem I have with opening a ticket is that I think my manager buys Polycom phones from whoever has the best

deal going around. I probably have 2-3 different resellers we buy from. So I never know who to call for a certain batch let

alone RMAs.

I wish I could just deal with Polycom directly.

Thanks for the post.