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VVX 411 Unable to enter "Unavailable" status from "Wrap-Up" status

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Occasional Visitor

VVX 411 Unable to enter "Unavailable" status from "Wrap-Up" status

I'm looking for a way to keep a softkey on the phone 100% of the time.

 

I have softkeys for "new call", "directory", "DND", "Available", "aSignOut" and "Disp Code" when agents are in "Wrap Up" state, they have to enter the "available" state in order for that softkey to be replaced by "unavailable". 

 

Because of this they sometimes get calls when they're trying to go to break as they have to go to "available" before being able to flip to "unavailable".

 

How can i change the config to show the "unavailable" softkey 100% of the time?

Message 1 of 6
5 REPLIES 5
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Polycom Employee & Community Manager

Re: VVX 411 Unable to enter "Unavailable" status from "Wrap-Up" status

Hello @GeneralKenobi2,

welcome to the Polycom Community.

It is always useful to include the currently used UC Software version as issues experienced or a question asked may already be addressed in a newer release.

Please also include if you type of SIP platform you are using. 

This also allows yourself and others to check against current software release notes, Administrator Guides or FAQ post’s.

The above is also stated in the "Must Read First" and is the absolute minimum requirement every new post should include. .

In addition providing us with this basic information gives Polycom an idea what Software Versions are used in the field and avoids wasting time trying to troubleshoot issues which have already been addressed.

Therefore the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP or UC Software Version of my Phone?
Resolution: Please check 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

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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.

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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 6
Highlighted
Occasional Visitor

Re: VVX 411 Unable to enter "Unavailable" status from "Wrap-Up" status

Software Version:5.4.5.6770
Model:VVX410
Platform-Broadsoft Hosted VoIP
If applicable provide a backup of the phone in question
0004f25abceb
This has been an issue since implementation

 

I can't easily get a backup of the phone but can do so if absolutely necesarry.

Message 3 of 6
Highlighted
Occasional Visitor

Re: VVX 411 Unable to enter "Unavailable" status from "Wrap-Up" status

Got this file, it might help.

 

I couldn't upload the file because it said it wasn't supported so i have a pastebin of it.

 

https://pastebin.com/wBk1dhVq

Message 4 of 6
Highlighted
Occasional Visitor

Re: VVX 411 Unable to enter "Unavailable" status from "Wrap-Up" status

Is there more information you needed?

Message 5 of 6
Highlighted
Polycom Employee & Community Manager

Re: VVX 411 Unable to enter "Unavailable" status from "Wrap-Up" status

Hello @GeneralKenobi2,

as a Polycom employee within this public community I am unable to provide free support.


The phone in question was sold via NETXUSA back in 10/03/2015 and is currently using a none Polycom supported Software as we usually only support GA -1 aka UC Software 5.8.0 or UC Software 5.7.2

 

Your Provider 8x8 may roll out this software and their support team should be consulted on this issue with the BroadSoft Platform.

 

Other users are more than welcome to comment.


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

----------------
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 6 of 6