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VVX Going DND Automatically?

kelso
Occasional Advisor

VVX Going DND Automatically?

Has anyone seen an issue with the VVX 400 / 500 Going automatically into a DND state? I haven't been able to determine if its due to missing calls, or some form of idle. It's happened to me several times and a bunch of our folks in our call center. Before I opened a ticket with our partner, I just wanted to throw it out there and see what others might have experienced with this.

 

Tried on 4.1.6 and 5.1.2 firmware, both yielded same results. Unfortunately, I can't find the "cause" of it actually happening. Today, I was on a call and another line was ringing that I could answer. When I hung up, all lines red (DND). 

 

At first I attributed this to user error, but then it started happening to me also.

 

Thanks in advance, wish I had more information.

Message 1 of 10
9 REPLIES 9
SteffenBaierUK
Polycom Employee & Community Manager

Re: VVX Going DND Automatically?

Hello Kelso

Are you using shared lines on the phone?

Replied form a mobile device
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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 10
kelso
Occasional Advisor

Re: VVX Going DND Automatically?

Yes, the phones are all using shared lines (other than their primary line 1).

Message 3 of 10
SteffenBaierUK
Polycom Employee & Community Manager

Re: VVX Going DND Automatically?

Sounds familiar to something we are currently tracking. To test enable DND on a phone that you share a line with Whilst you run a wireshark trace on your phone.
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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.

----------------

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 10
AdamB
Occasional Visitor

Re: VVX Going DND Automatically?

Experienced this since UC5.1.2 upgrade.

 

Direct line on each handset and then a Shared line across multiple handsets.

 

As soon as DND activated on any handset it applied on all lines and then also affect other unshared lines on the handsets. 

 

Temp solution has been to disable DND softkey which is not ideal. 

Message 5 of 10
SteffenBaierUK
Polycom Employee & Community Manager

Re: VVX Going DND Automatically?

Hello all,

the issue should be fixed in the latest UCS 5.2.0  release

 

  • VOIP-94905 Setting DND on softphone sets DND only for an assocated line on the VVX phone.

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 10
kelso
Occasional Advisor

Re: VVX Going DND Automatically?

I'm still not convinced this is the issue that I'm having. The bug fix states its for an individual line, but everyline on the phone goes into this DND state.

Message 7 of 10
SteffenBaierUK
Polycom Employee & Community Manager

Re: VVX Going DND Automatically?

Hello Kelso

 

please test UCS 5.2.0 and if your issue still persist go ahead and raise a Support Ticket with Polycom support via your Polycom reseller.


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 8 of 10
kelso
Occasional Advisor

Re: VVX Going DND Automatically?

Ok, I'll test it out. We're using Metaswitch with Endpoint Packs so I'll have to see about getting a pack extension built with that new firmware.

 

Thanks

Message 9 of 10
SteffenBaierUK
Polycom Employee & Community Manager

Re: VVX Going DND Automatically?

Hello Kelso

you can simply upgrade a single phone via the built in Web Interface facility.

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 10 of 10