VVX 300 Sometimes not answering when handset is lifted

[Chris_Maglocks]

We have a Polycom VVX 300 running 5.7.0.14430. Occationally when the handset is picked up while a call is incomming the unit will not answer a call which results in the user having to hit the answer hotkey to pick up the call. 

This same unit was also having issues with delays in dialing related to CPU usage during dialing but that was resolved by upgrading from 5.5.1.15880 to 5.7.0.14430. Firmware update solved dialing issue but intermitent pick up issue still remains. Any ideas?

[SteffenBaierUK]

Hello @Chris_Maglocks,

welcome to the Polycom Community.

We would need to see some logs etc. in order to troubleshoot this but we cannot provide support via the Medium of a community forum.

I suggest you use a currently supported software like UC Software 5.8.0 or 5.7.2 and if you still see the issue escalate this into support.

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 please post either your phone's MAC address or your Polycom devices serial so I can 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