Receptionist problems with VVX410

[JMFryinks]

I am having an issue with our receptionist phones, that maybe someone has seen and can direct me to and answer. When the receptionist is on a call and a second call comes in, if he/she is in the process of transferring a call or parking a call --it's interrupted. What I mean to say is that the softbutton options change from the active call options. You have to put the other caller on hold, answer the call, put the second caller on hold, pickup the first call and then you can transfer them. We ended up turning off call waiting, but now if the receptionist is in a call and the hunt group rings even if she hangs up the phone, she can't pickup the ringing line unless she dials call pickup for one of the other ringing extensions. Is there a way to set it so that an incoming call on a second line shows up, but doesn't change the soft button options for the active call? 

[SteffenBaierUK]

Hello JMFryinks,

welcome back to the Polycom Community.

It is always useful to include the currently used software version as issues experienced may already be addressed in a newer release.

This also allows yourself and others to check against current software release notes.

The above is also stated in the "Read First: Welcome to the Polycom VoIP Forum"

Therefore the Polycom VoIP FAQ contains this post here:

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

Based on the above we may be able to provide some more advise.

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

[JMFryinks]

The phone specifications are:

Phone Model VVX 410

Part Number 3111-46162-001 Rev:A

UC Software Version 4.1.6.4835

BootROM Software Version 5.1.6.3978

I hope this helps

[SteffenBaierUK]

Hello JMFryinks,

Currently the latest supported software Version for the phone is UC Software 5.2.2

The community's VoIP FAQ contains this post here:

Oct 7, 2011 Question: How can I setup my Phone / Provisioning / Download / Upgrade / Update / Downgrade Software?
Resolution: Please check => here <=

Please install the latest Software to be at least on a supported Version.

Whilst the display is howing the new call you simply press the navigation bar down and this brings you back to the original screen.

UC Software which is due to be released by the end of this month will add a new Parameter to prevent this splash screen. Please check the release notes or the FAQ here for details.

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

[JMFryinks]

I've upgraded to 5.3.0.12074 on both the receptionist vvx410 and the vvx310 phones in the front area. I haven't tried turning the call waiting back on, but when I do I will let you know how it works out. I basically ended up programming a directory entry to pickup a call for the huntgroup which works out fine. 

The thing that concerns me is that when you place a call on hold, the regular options don't return to the soft keys. Like right now when I am not in a call, I have New Call, Paging and DND. Now when I have a call, and I place that call on hold, the options change to Resume |New Call |Transfer |More. If I select More or hit the down arrow on the phone, then I get Conf |Lines. The soft key for Paging disappears when you in a call. So I'm still wrestling with the features of the phone while in a call or with someone on hold. As it stands right now, the no one can page unless they park the call.

So how can you page when you have a call on hold? If I can get that worked out, then I can work around the other stuff, but this is really putting a damper on using the phone system. 

[SteffenBaierUK]

Hello JMFryinks,

depending on the state the phone is in you may, or as you found, may not be able to place specific softkeys.

The community's VoIP FAQ contains this post here:

Jan 03, 2013 Question: How can I request a change to the current Polycom SIP / UCS Software?

Resolution: Please check => here <=

I suggest you work with your Polycom reseller and in addition may try an raise a support ticket and quote VOIP-97639

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