Plantronics + Polycom. Now together as Poly Logo

Polycom vvx500 line held on answer

Occasional Visitor

Polycom vvx500 line held on answer

Not every call, but 1 out of 3 calls that come in to a hunt group, when answered, are immediately held. I must manually hold the call, then resume it. 


My VOIP provider claims this problem is usually solved with other Polycoms by forcing TCPOnly for transport. My phones already have that line in the config.


I also have a Polycom ip560 and this phone does not exhibit the same behavior. All network devices are the same, between the two phones.


My phones are on 4.0.2b.

Any advice?

Message 1 of 2
Polycom Employee & Community Manager

Re: Polycom vvx500 line held on answer

Hello chadman,

welcome to the Polycom Community.

I would suggest you contact your Polycom reseller and they can raise this with our Support team.


You will need to provide the following:


  • A Wireshark Trace of the call
  • -app.log and -boot.log
  • All configuration files used to provision the phone or a simple export of these via the Web interface

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. 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 2 of 2