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VVX410 cutting off on pickup

Ross Coull
Occasional Visitor

VVX410 cutting off on pickup

Hi all,

 

Two of my colleague's have been having a bit of trouble with their VVX410s recently. When they pick up the phone is completely cuts off the call randomly. Here's the description they gave me of what is happening:

 

[COLLEAGUE] and I are having issues with our handsets for inbound calls.  When a call comes in*, it doesn’t allow us to answer it on our handsets. When we pick it up, it cuts out.  Sometimes it lets us answer when the call goes to All Staff*.

 

*On one of our hunt/ring groups like Sales

*All Staff is one of our hunt/ring groups

 

Any ideas on how to fix this, I'm out of ideas here.

 

Cheers,

Ross

Message 1 of 3
2 REPLIES 2
SteffenBaierUK
Polycom Employee & Community Manager

Re: VVX410 cutting off on pickup

Hello @Ross Coull ,

 

Welcome to the Poly Community.

A good starting point would be to supply the currently used software version and maybe some logs after the issue happens.

 

The FAQ has this here:

 

Oct 11, 2011 Question: How can I troubleshoot configuration Issues via Log Files or the phone GUI?

Resolution: Please check => here <=

 

If this all fails and/or no other volunteer can help you please 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

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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 3
Ross Coull
Occasional Visitor

Re: VVX410 cutting off on pickup

Hi,

 

Yeah we're with Gamma, I'll open a ticket with them (if I can get through the queue).

 

Cheers,

Ross

Message 3 of 3