This issue pertains only to call transfers--and it only started happening this way this week some time:
Outside line rings in
Any VVX500 set answers the call
Call needs to be transferred to another phone by:
press transfer button; touch set user's name at top left of screen to reveal other sets on the main screen; touch user to transfer call to.
at this point the other user's set rings. prior to this week, the other employee could simply pick up their handset and talk. now, when picking up the handset there is only silence. users must now press the 'Answer' button to speak to the calling employee.
To be clear: when a call comes in from an outside line, or another internal handset, picking up the handpiece does answer the phone. Only the 'transfer' function has been affected here.
welcome to the Polycom Community.
A good starting point usually is to provide the currently used software version.
In addition it may be useful to state if any changes have been made.
Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.
Polycom Global Services
Not sure how much info you need. here is what is shown in the status screen of my phone:
Assembly: 3111-44500-001 Rev A
Label: PolyDSP Vino BCM11107 Mem1 FS1
let me know if missed anything.