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VVX 500 series phone keep ringing after the call is answered

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VVX 500 series phone keep ringing after the call is answered



I represent strata Networks who is a HPBX provider. We predominantly deploy VVX series phones to our customers. Metaswitch is our HPBX vendor. We use VVX 500 series phones but recently we added VVX 450s (non-Obi) to our offering. We upgraded our Polycom VVX accredited endpoint pack (EP) from 43 to 47 to accommodate this addition.
We used 47 in our test environment and it seemed to work as expected. We recently applied 47 to our main deployment but we immediately receive reports from several of our customs regarding odd ringing behavior. When MLHG, ring groups, and line station monitoring were called, the VVX 500 series phones kept ringing after the call was answered. We did extensive troubleshooting with Metaswitch when 47 was applied but we eventually had to roll back to 43. The problem stopped at this point.
Metaswitch continued to find a solution to this problem but were not able to. They referred us to Polycom for support. Polycom is the developer of the EP. It appears the is a problem with this later EP.
Your help with the issue is appreciated.
Thank you, Lance
(435) 622-5323

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Polycom Employee & Community Manager

Re: VVX 500 series phone keep ringing after the call is answered

Hello @lsidd ,


Welcome to the Poly Community.

Both the community's Must Read First and the FAQ reference the basic minimum information a new or follow-up post should contain.

This ensures the questions having to be asked are limited and any new or follow-up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup. Please rename into .TXT or Zip the file to attach.
Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package

  • If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
  • If possible provide the MAC Address or Serial of the device
  • Provide details for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details
  • For questions around Support please check here

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Poly to have an overview of the current software used. In addition, providing all details at the same time allows us to check logs or look up potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.

Please ensure you always check the FAQs and/or utilize the community search before posting any new topics or follow-up posts.


Jan 19, 2012 Question: How to troubleshoot Polycom VoIP related Issues?

Resolution: Please check => here <=


Whilst some volunteers may be able to look at any logs or backups if you require real support you need to work with your reseller.

In order to raise a support ticket, you need to work with your Poly reseller as they may need to do this for you.

End Customers are usually unable to open a ticket directly with Poly support. Available End User Poly services offerings are detailed here

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.

If the unit is no longer within the 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

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. All posts and words are my own & do not represent the views of Employer.


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