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Polycom SoundPoint IP 550 - Call Hold + New Call

joe_baran
Occasional Visitor

Polycom SoundPoint IP 550 - Call Hold + New Call

We've been experimenting with a 550 running SIP 3.2.7 and were trying to understand what the expected behavior should be when making a New Call following putting an existing call on hold.  The scenario is as follows:

 

Call comes in on Line key 1 and is answered.  We then put the call on hold.  We press New Call and the phone selects line key 2 for the new call.  In most situations we probably wouldn't care that this is the behavior but the situation we're trying to solve for is when we have assigned line keys 2, 3 and 4 to other SIP accounts.  We would prefer to have the New Call use the same line key as the incoming (and now on hold) call arrived.  Is there a method of configuring the phone to do this?  

 

 

Message 1 of 7
6 REPLIES 6
SteffenBaierUK
Polycom Employee & Community Manager

Re: Polycom SoundPoint IP 550 - Call Hold + New Call

Hello Joe,

welcome to the Polycom Community.

Is this a shared or a private line and how many calls per line have you allowed?

 

Standard should be the call is held and a new call is placed on the same line.

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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The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

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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 7
joe_baran
Occasional Visitor

Re: Polycom SoundPoint IP 550 - Call Hold + New Call

To my understanding it's a private line.  I've attached what I believe to be the appropriately redacted portions of the config that talk about the line keys.  It appears to be assigning 1 line key per registration (there are 4 unique registrations), 8 calls per line key.

 

I can confirm that if I put a caller on hold and then try to forward the call, it uses the same line.  But trying to initiate a new call seems to default to line 2 consistently. 

 

Thank you for taking some time to look at this request.

joe_baran
Occasional Visitor

Re: Polycom SoundPoint IP 550 - Call Hold + New Call

I was reading through the various parameters for the phone, I verified that the following parameter was set:

 

call.stickyAutoLineSeize="1"

 

However I was confused by the interpretation of both it and its follow-up parameter stickyAutoLineSeize.onHookDialing.  

 

stickyAutoLineSeize says:  This may fail due to glare issues in which case the phone may select a different available line for the call.

 

stickyAutoLineSeize.onHookDialing says:  A hot dial occurs on the line which is currently in the call appearance. Any new call scenario seizes the next available line.

 

So ... that mean that "new call" scenarios in both cases will use the next available line or only if onHookDialing is enabled?

Message 4 of 7
SteffenBaierUK
Polycom Employee & Community Manager

Re: Polycom SoundPoint IP 550 - Call Hold + New Call

Hi,

 

I just answered this today => here <=

 

I did test against UCS 4.0.x so you may want to try this.

 

Best regards

 

Steffen Baier

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

----------------

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 5 of 7
joe_baran
Occasional Visitor

Re: Polycom SoundPoint IP 550 - Call Hold + New Call

I tested with the parameter, however it did not seem to solve the specific scenario I described earlier.  

 

I can receive / send a call on line 1, place it on hold and then transfer and/or conference on the same line key.  But if I press New Call it always selects the next available line key, ie 2.  At this point, I've tried this on 3.2.3, 3.2.7 and 3.3.5.  3.2.3 wouldn't allow me to do the transfer or conference on the same line.  3.2.7 and up appears to.  So, it seems like a bug to me if the standard behavior with stickylineseize enabled is to use the same line for "New Call".

Message 6 of 7
SteffenBaierUK
Polycom Employee & Community Manager

Re: Polycom SoundPoint IP 550 - Call Hold + New Call

Hello Joe,

 

if you believe it is a bug then your next step is to contact your Polycom reseller and/or Polycom support.

 

I did test against a current software, UCS 4.0.x, so that may differ.

 

Best Regards

 

Steffen Baier

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

----------------

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 7 of 7