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Just started happening: VVX500 picking up handset does not answer phone on transfer

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Occasional Contributor

Just started happening: VVX500 picking up handset does not answer phone on transfer

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.

 

 

Message 1 of 3
2 REPLIES 2
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Polycom Employee & Community Manager

Re: Just started happening: VVX500 picking up handset does not answer phone on transfer

Hello dibble,

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.

Best Regards

Steffen Baier

Polycom Global Services

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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
Message 2 of 3
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Occasional Contributor

Re: Just started happening: VVX500 picking up handset does not answer phone on transfer

Not sure how much info you need. here is what is shown in the status screen of my phone:

 

Phone

Assembly: 3111-44500-001 Rev A

Updater: 5.0.2.13236

 

Application

Main

Version: 4.0.2.11307

File: 3111-44500-001.sip.ld

 

Components

Label: PolyDSP Vino BCM11107 Mem1 FS1

Version: 6.4.2.0002

 

let me know if missed anything.

Message 3 of 3