Transfer Button Not Responding After Consultation

[Peanuttini]

Hello,

Currently experiencing an issue where User A reports that they are having issues in regards to consulted transfers when using their PolycomVVX 411 and is used as a hotelling phone. User A is the only user at the site that experiences this issue and they are using the same profile as most users at the site, users that don't report the same issue.

Phone information:

• Phone Model VVX 411
• Part Number 3111-48450-001 Rev:A
• UC Software Version 5.8.0.13851
• Updater Version 5.9.5.14816

The scenario is as follows:

1. User A answers phone call received.
2. User A presses the transfer button (either down the left of the phone or via the 'Transfer' softkey located above the keypad.
3. User A enters the extension of the colleague User A wishes to transfer to.
4. User B answers the phone and advises that User B is okay to take the call.
5. User A presses the 'Transfer' softkey above the keypad (or the transfer button located down the left of the phone, both resulting in the same result).
6. Transfer button doesn't respond, acting as though the button was never pressed.
7. User A has to advise caller to call the DDI of User B.

At first we believed that the issue was tied with user error, however after investigating the SYSLOG that is applied onto the and compared this to a working SYSLOG example and we could see the below:

WORKING

65921: 2018-11-19 09:36:17:   |1|00|CreateFailOverProxyList : For REFER Request nPort 5060
65922: 2018-11-19 09:36:17:   |1|00|CreateFailOverProxyList : Reg to Domain 'nhs.net' nPort 5060, lkup 3
65923: 2018-11-19 09:36:17:   |1|00|SendCommand: isLync 0 isGRUU 0 isIP 1 useEffectiveProxy 0 
65924: 2018-11-19 09:36:17:   |2|00|SendCommand: reqDest '10.81.253.80' isLync 0 isGRUU 0 isIP 1 useEffectiveProxy 0 
65925: 2018-11-19 09:36:17:   |2|00|new UA Client Non-INVITE trans state 'callingTrying', timeout=0 (0x40e57568)
65926: 2018-11-19 09:36:17:   |2|00|CStkCall::Transfer this 0x1323a50 state 'Hold' transferCall 0x1322d40 state 'Connected'
65927: 2018-11-19 09:36:17:   |2|00|SipCallTransfer 0x1323a50,0x1491140,0x1322d40,0x1497290
65928: 2018-11-19 09:36:17:  |2|00|[AppHybridC::soMediaSessCbFunc] processing event 1
65929: 2018-11-19 09:36:17:  |3|00|[AppCallC::transfer] transfer call=0x1497290, blind=False.
65930: 2018-11-19 09:36:17:  |3|00|[AppCallC::transfer] not in conference.
65931: 2018-11-19 09:36:17:  |2|00|[AppAudioC::SetAudioTerm] to SO = 1
65932: 2018-11-19 09:36:17:  |2|00|[AppPhoneC::TransferCall] Consultative
65933: 2018-11-19 09:36:17:  |2|00|[AppUiC::ProcessSoftkey] keyId 70, keyState 3
65934: 2018-11-19 09:36:17:  |1|00|ProcessSoftKey: keyId 70 and keystate 3
65935: 2018-11-19 09:36:17:  |1|00|AppC::turnOnBacklight: IsUserInput: 1
65936: 2018-11-19 09:36:17:  |1|00|AppC::sendKeyToFd: qtkey=bd.
65937: 2018-11-19 09:36:17:  |2|00|AppC::keyCbFunc: appKeyFunc = 64, scanCode = 61, hwId = 26.
65938: 2018-11-19 09:36:17:  |1|00|ProcessSoftKey: keyId 70 and keystate 1
65939: 2018-11-19 09:36:17:  |1|00|AppC::turnOnBacklight: IsUserInput: 1
65940: 2018-11-19 09:36:17:  |1|00|AppC::sendKeyToFd: qtkey=3d.
65941: 2018-11-19 09:36:17:  |2|00|AppC::keyCbFunc: appKeyFunc = 64, scanCode = 61, hwId = 26.

NON-WORKING

65951: 2018-11-19 09:35:58:  |2|00|[ServercallRecordingC::GetSoftKey] the state = [3] RecordingMode = [5]
65952: 2018-11-19 09:35:58:  |0|00|[AppUiC::generateManageConf]
65953: 2018-11-19 09:35:58:  |1|00|generateUIAfterCallStateChange center call state[6] service [0]
65954: 2018-11-19 09:35:58:  |1|00|Call Waiting state - [0]#012
65955: 2018-11-19 09:35:58:  |2|00|[ServercallRecordingC::GetSoftKey] the state = [3] RecordingMode = [5]
65956: 2018-11-19 09:35:58:  |2|00|[AppPhoneC:: AppPhoneC::SetActiveCall] pCall: 17a05d8 and pNewCall: 0
65957: 2018-11-19 09:35:58:  |2|00|[AppUiC::ProcessSoftkey] keyId 70, keyState 3
65958: 2018-11-19 09:35:58:  |1|00|ProcessSoftKey: keyId 70 and keystate 3
65959: 2018-11-19 09:35:58:  |1|00|AppC::turnOnBacklight: IsUserInput: 1
65960: 2018-11-19 09:35:58:  |2|00|AppC::keyCbFunc: appKeyFunc = 64, scanCode = 61, hwId = 26.
65961: 2018-11-19 09:35:58:  |1|00|AppC::sendKeyToFd: qtkey=bd.
65962: 2018-11-19 09:35:58:  |2|00|[AppUiC::ProcessSoftkey] keyId 70, keyState 2
65963: 2018-11-19 09:35:58:  |1|00|ProcessSoftKey: keyId 70 and keystate 2
65964: 2018-11-19 09:35:58:  |1|00|AppC::turnOnBacklight: IsUserInput: 1
65965: 2018-11-19 09:35:58:  |2|00|AppC::keyCbFunc: appKeyFunc = 64, scanCode = 61, hwId = 26.
65966: 2018-11-19 09:35:58:  |1|00|ProcessSoftKey: keyId 70 and keystate 1
65967: 2018-11-19 09:35:58:  |1|00|AppC::turnOnBacklight: IsUserInput: 1
65968: 2018-11-19 09:35:58:  |1|00|AppC::sendKeyToFd: qtkey=3d.
65969: 2018-11-19 09:35:58:  |2|00|AppC::keyCbFunc: appKeyFunc = 64, scanCode = 61, hwId = 26.

We can see that the transfer button is being pressed (assuming 'keyID 70) is the transfer button, however after 'keystate 3' is processed, we are not seeing the 'Consultative' message after this in the non-working SYSLOG.

Anyone have any ideas if this could potentially be user error?

[SteffenBaierUK]

Hello @Peanuttini,

I suggest you test this with UC Software 5.8.2 and if this fails 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 providing your MAC address or your Polycom devices serial will enable us to 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