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VVX D60 no longer ringing or rec calls while paired to VVX411

svenskraft
Occasional Visitor

VVX D60 no longer ringing or rec calls while paired to VVX411

I have a VVX D60 paired to a VVX411 that has worked fine across many SIP providers (generic, RingCentral,etc)

It had been working fine on Zoom, but recently something changed to stop the D60 from ringing or making calls.  From all indications the VVX D60 is paired properly and correctly reports the number of messages on the line configured at the VVX411.  Through the 411 I can even configure the D60 handset name so I know they are communicating at a fundamental level. It is only calling where things fall apart.  The D60 will not ring nor will it make calls.  Nor can I check messages.

Zoom is no help, they say because it isn't certified with them they won't troubleshoot.  The problem is the D60 works -through- the 411 so it is really just another handset.  Something is blocking the handoff though between the 411 and the D60 when it comes to calls.  I'm attatching my logs in hopes that someone at Poly can diagnose the issue so if at the least I can get back to Zoom and tell them what their provisioning problem is.  

5 REPLIES 5
SteffenBaierUK
Polycom Employee & Community Manager

Re: VVX D60 no longer ringing or rec calls while paired to VVX411

Hello @svenskraft ,

 

Welcome to the Poly Community.

Both the communities Must Read First or Read 1st and if available 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.


Unfortunately, your post fell a bit short of the above-explained requirements and we kindly ask you, therefore, to ensure to read these sections and ensure a reply (not Edit!) provides as much detail as possible

 

Our partner Zoom, which platform you are using, may have made changes to the configuration of the phone. As there was no backup attached we cannot comment.

 

Most likely this will not work as Zoom may overwrite the settings to make it work.


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 Poly 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 6
svenskraft
Occasional Visitor

Re: VVX D60 no longer ringing or rec calls while paired to VVX411

Didn't really want to upload the config as it contains sensitive info but if it helps to fix this here it is.

SteffenBaierUK
Polycom Employee & Community Manager

Re: VVX D60 no longer ringing or rec calls while paired to VVX411

Hello @svenskraft ,

 

You can always obfuscate sensitive information prior to uploading it to the Poly community. Only checked this quickly and compared this to a working backup I see Zoom is using a shared line.

 

The VVX D60 only supports Broadworks shared lines so most likely this will not work with Zoom.

 

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 Poly 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 4 of 6
svenskraft
Occasional Visitor

Re: VVX D60 no longer ringing or rec calls while paired to VVX411

Where do you see in the config where it says shared line?  

 

What is a Broadworks shared line?  Is there a way to have Zoom configure it like that so it will work?  I know that this D60 can work it seems like it is just a config issue with Zoom.

Message 5 of 6
SteffenBaierUK
Polycom Employee & Community Manager

Re: VVX D60 no longer ringing or rec calls while paired to VVX411

Hello @svenskraft ,

 

this part:

reg.1.type="shared"

As already stated Zoom most likely will not work as they set this config.

 

In regards to Broadsoft shared line from our FAQ:

 

May 04, 2016 Question:Are there any known VVX D60 Wireless Handset Limitations or how do I pair a D60 to a VVX?

Resolution: Please check => here <= 

 

 

Best Regards

Steffen Baier

----------------
The title Poly 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 6 of 6