SPIP 321 - Muted after hold and transferring disconnects caller

[Anonymous]

We had a problem that started last Monday, the first working day after our Philippines staff migrated our FreePBX server from a small Amazon instance to a medium instance.

Our customer service department fields all incoming calls, and this issues do not appear to be affecting the rest of the office as far as I can tell.  When they place a call on hold, then pick up the line either by pressing the line that was held (always line 1; we don't have line 2 configured) or pressing the hold button a second time, the caller cannot hear them.  Muting the phone with the red button and then unmuting DOES NOT resolve the issue.  Also, when they transfer a call, the caller is disconnected instead of being sent to their destination.

The issue occurs intermittently, and sometimes, in order to temporarilty resolve the issue, we can reboot the phone (not restart; that does not help) but the problem will come back.  Our other office locations do not have this problem, but they are not using the SPIP321 phones. 

Does anybody have any ideas what could be causing this?

Phone Information

Phone Model   SoundPoint IP 321

Part Number   2345-12360-001 Rev:C

UC Software Version   4.0.4.2906

BootROM Software Version   4.4.0.0080

[SteffenBaierUK]

Hello ConferTelAlex,

welcome to the Polycom Community.

The community's VoIP => FAQ <= contains this post here:

Jan 19, 2012 Question: How to troubleshoot Polycom VoIP related Issues?

Resolution: Please check => here <=

Above explains in detail how to troubleshoot these kind of issues and offers different examples for HOLD.

I would suggest you check a working Polycom phone against a non working Polycom phone and compare the traces.

The next step would be to contact your Polycom reseller in order to raise a support ticket.

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