We have been trying to address a problem w/ a Plantronics Voyager Legend Bluetooth headset continuing to ring after an incoming call has been answered by another phone using Shared Call Appearance in a Broadworks environment.
We have had inexplicably inconsistent results. We have provisioned a VVX 601 - Firmware 5.8.0 in office as an Shared Call Appearance of another line user x100. We immediately experienced the same issue the user who reported the trouble has; an incoming call rings, the headset prompts to answer using voice commands to either answer or ignore. When responding "ignore" to the headset, the incoming call ceases to ring to the phone, continues to ring on the Shared Call Appearances of other phones, when answered on another phone, the call continues to ring on the headset.
After replicating the problem using the user's configuration, we then re-provisioned the phone as an SCA of our office line. Multiple test calls to that line, ignored on the headset (thus silencing the ringing on the Polycom phone), but answered on another phone, worked completely normally - the headset did not continue to ring after the call was answered.
We have compared the Shared Call Appearance configurations between the customer x100 and our office line, and Polycom config files, but despite having the exact configuration and firmware they do not behave the same. We created a brand new partition within Broadworks, Customerv2, created new user account and config files, then provisioned a new VVX601 and VVX600 as Custv2 Shared Call Appearances. Two test calls worked properly but then the 3rd test call continued to ring on headset after call was answered.
To further complicate this, we then swapped phone configurations back to our office line again, and factory reset and reconfigured the phones again as an Shared Call Appearance of our office line. Now we are getting the same problem configured under our system, where it had worked previously for several test calls.
We have contacted Plantronics and NetXUSA; both suggested we contact Polycom. Does anyone have an idea? Has anyone else run into this issue?
Solved! Go to Solution.
welcome back to the Polycom Community.
We would need to see this in support.
In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.
End Customers are unable to open a ticket directly with Polycom support.
If this is some sort of an Internet discounter providing your MAC address or your Polycom devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Polycom device from.
If the unit is no longer within warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail here
Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.
Polycom Global Services