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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
HP Recommended

One of our remote users has an issue with BToE and his VVX500. The VVX500 shows up in Windows Audio and in his Lync client, but when he attempts to transfer a call from the Lync client to the VVX500, the audio is transferred to his laptop's internal mic and speakers.

 

This behavior was seen with the BToE 2.1 and 2.3 software, as well as with the 5.1 and 5.2 UC software.

 

Has anyone seen this behavior or have any advice on what we can do to trobuleshoot it?

7 REPLIES 7
HP Recommended

Hello AlphaTheory,

welcome back to the Polycom Community.

Could you elaborate a bit more on how your client utilizes the transfer facility /

 

Please be aware that BToE currently does not support the VVX to be a Audio Playback device.


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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
HP Recommended

Hi Steffen,

 

What we normally do, is simply select the VVX500 from the drop-down at the bottom of the Lync 2013 client window. This transfers the call to the VVX500.

 

However, for this specific user, it transfers it to his laptop's mic and speakers, even though we see activity through the Sound - Recording window on his computer when he initiates the call on his phone.

HP Recommended

Hello AlphaTheory,

If this only affects one user and works for other users please go ahead and raise a ticket with Polycom support via your Polycom reseller.

 

Please ensure you have the relevant per phone LYNC license ready..

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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
HP Recommended

Steffen,

 

My reseller is PC Connection. We bought several phones from them.

 

Whom should we contact, if not you, for support?

HP Recommended

Hello AlphaTheory,

Your reseller is responsible for providing first level support to yourself. Only they or the company who they buy from can raise a Ticket with Polycom support.

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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
HP Recommended

Are you kidding me? You're passing me off onto the people who sold me YOUR product?

HP Recommended

Hello AlphaTheory,

End Customers cannot open a ticket with Polycom support.

 

It is your resellers responisbility to provide you with first level support.

 

They have sold you the product as Polycom does not usually sell directly to end customers.

 

The resellers are trained and familiar with our products and therefore your Tier 1 contact.

 

This is all explained in the VoIP Read First  and the FAQ here:

 

Mar 8, 2012 Question: What kind of support should I expect from the Community?
Clarification: Please check => here <=


Best Regards

Steffen Baier

Polycom Global Services

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
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