Plantronics + Polycom. Now together as Poly Logo

Polycom VVX 311 VoIP Busy lamps not working on secondary devices.

Highlighted
Occasional Visitor

Polycom VVX 311 VoIP Busy lamps not working on secondary devices.

We are implementing polycom 311 VoIP Phones throughout our company and we are having issues with our secondary devices keeping their busy lamps capabilities. We can assign a primary device with line keys then assign busy lamps and they work as they are supposed to but when we go to add a busy lamp to a secondary device it shows a little grey man with tiny x. You are still able to use the greyed out busy lamp as a speed dial key but you can't see anybody's activity off of it with it being greyed out.

 

We have contacted at&t and they say it's not their problem and they see no issue with the phones, when there is obviously something wrong. We have tried everything we can think of, any suggestions would be great!

Message 1 of 6
5 REPLIES 5
Highlighted
Polycom Employee & Community Manager

Re: Polycom VVX 311 VoIP Busy lamps not working on secondary devices.

Hello @ABC Auto,

welcome to the Polycom Community.

It is always useful to include the currently used UC Software version as issues experienced or a question asked may already be addressed in a newer release.

This also allows yourself and others to check against current software release notes, Administrator Guides or FAQ post’s.

The above is also stated in the "Must Read First" and is the absolute minimum requirement every new post should include. .

In addition providing us with this basic information gives Polycom an idea what Software Versions are used in the field and avoids wasting time trying to troubleshoot issues which have already been addressed.

Therefore the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP or UC Software Version of my Phone?
Resolution: Please check here

 

In addition could you clarify what you mean by secondary device?

 

There are limitations of 50 BLF max that can be assigned so are you sure you are not running into this?


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

----------------
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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

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 6
Highlighted
Occasional Visitor

Re: Polycom VVX 311 VoIP Busy lamps not working on secondary devices.

The software version is 5.8.0.12848C, which is the latest available for vvx 311's. We have 4 to 5 counter phones, one being the pimary and the other 3 or 4 being secondary settup under the same user. The secondary device are the phones giving us the busy lamp issue even with them being updated.

Message 3 of 6
Highlighted
Polycom Employee & Community Manager

Re: Polycom VVX 311 VoIP Busy lamps not working on secondary devices.

Hello @ABC Auto,

I have no idea how you programmed these primary and secondary units so I can only suggest you work with whoever set this up for you.

 

An easy way would be to look at a backup of the configuration of both.

 

If all fails and nobody else chips in please open a ticket.

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 please post either your phone's MAC address or your Polycom devices serial so I can 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.

Best Regards

Steffen Baier

Polycom Global Services

----------------
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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

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 4 of 6
Highlighted
Occasional Visitor

Re: Polycom VVX 311 VoIP Busy lamps not working on secondary devices.

We recieved the phones from at&t and I did all configurations.

Message 5 of 6
Highlighted
Polycom Employee & Community Manager

Re: Polycom VVX 311 VoIP Busy lamps not working on secondary devices.

Hello @ABC Auto,

All options that Polycom can provide via the Polycom community have been outlined.

 

Once you exhausted these and nobody else replies AT&T can work with you and Polycom support on this.


Best Regards

Steffen Baier

Polycom Global Services

----------------
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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

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 6 of 6