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Unable to take second incoming call


Unable to take second incoming call


When our receptionist try to take a second incoming call, she can't

We are using Polycom 650 with firmware 3.3.1


When i looked at the log file, i see this :

0211103246|app1  |4|00|[AppKeyLineC::OnEvNewCall]  resource  full
0211103246|app1  |4|00|OnEvCallNewState  No  call  is  found,  socall  957e4790,  state=8,  service=0,  bIsLocal=0
0211103246|app1  |4|00|OnEvCallNewState  No  call  is  found,  socall  957e4790,  state=8,  service=0,  bIsLocal=0


What does is mean ?



Message 1 of 2
Polycom Employee & Community Manager

Re: Unable to take second incoming call

Hello Knuckles,


firstly I would not recommend to use UCS 3.3.1 as this has been updated and the current supported Release is UCS 3.3.5.


  • Can you always reproduce the issue?
  • Does this phone have a sidecar and/or BLF?
  • How does the issue manifest itself (Show the call on the display but unable to answer)? 

In order to officially troubleshoot this you would need to raise a ticket with your Polycom reseller to bring this to the attention of Polycom support.

You will need to provide the following:

  • Wireshark Trace of the Phone booting up until issue is reproduced (if reproducible)
  • Phone Configuration files
  • -app.log and -boot.log as a complete set (via Syslog or FTP server with append allowed)
  • SIP Server Details

Best regards


Steffen Baier

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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.


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