Plantronics + Polycom. Now together as Poly Logo

Shared Line appearance - Cisco CUCM

Occasional Visitor

Shared Line appearance - Cisco CUCM

We have shared lines on many of our Polycom VVX-310 phones however if someone puts a call on hold, another set cannot pick up the call.


The overall shared line appearance does not appear to be working. When one person is talking, the other sets don't show the line as busy.  They only show the line ringing.


We are running cisco CUCM as our call manager and the phones are setup as 3rd party advanced SIP devices.



Any guidance you can provide will be greatly appreciated.


Thank you.

Message 1 of 2
Polycom Employee & Community Manager

Re: Shared Line appearance - Cisco CUCM

Hello @APVCC ,


welcome to the Poly Community.

Both the communities Must Read First and the FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:


  • Provide the exact Software Version of your Phone
  • Provide the Phone Model
  • Provide the Call Platform (aka openSIP,Teams, Skype for Business Online, Skype for Business on Premise, Lync)
  • Additional Poly Infrastructure (RPRM,PDMS or BToE)
  • If applicable provide a backup of the phone in question

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup. Please rename into .TXT or Zip the file to attach.
Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package

  • If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
  • If possible provide the MAC Address or Serial of the device
  • Provide details for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details
  • For questions around Support please check here


Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Poly to have an overview of the current software used. In addition, providing all details at the same time allow us to check logs or look up potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.


Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up posts.

In order to raise a support ticket, you need to work with your Poly reseller as they may need to do this for you.


Stating the above, as I had done => here <= in the past, using a Poly VVX Phone as a Cisco 3rd Party SIP device is completely unsupported. We only qualified our Conference Phone Range for Cisco.


Most likely this may be a limitation on the Cisco end regarding the ability to use such functionality with non-Cisco devices.


I suggest you check with Cisco on 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


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