Unable to take second incoming call

[Knuckles]

Hello,

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 ?

Thanks

[SteffenBaierUK]

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