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

Hi,

 

First of all this issue has already been opened with our distributor and they in turn opened a case with Polycom.  My frustration stems from the fact that it has been open for almost a month with little feedback and I am being led to believe that we are the only ones having this issue.  

 

I am seeking help from the community to acknowledge this is an issue and that it should be addressed.

 

Problem Description:

This happens on VVX phones (I have tried VVX410 and VVX310, with SIP 5.2.0.833).   My phone is extension 201 and I have BLFs for extensions 202 and 203 (which are separate phones for other people).  If somebody dials my extension, my phone will ring just fine and I can answer the call.  If on the other hand, somebody dials one of the extensions in my BLF list (like 202), and while that 202 extension is ringing somebody dials my extension (201), my phone will show the popup alert on the screen but it will NOT ring.  I can answer the call but I would not know I am being called unless I am staring directly at the LCD screen. It would appear the BLF alterting takes precedence over an incoming call ring.   This is quite a problem and naturally gets worse as more BLFs are added.

 

The setup is very simple.  All VVX phones have only 1 line configured and 2 BLFs.  The platform is Broadsoft but I can reproduce it on a simple Asterisk PBX as well.

 

This does not happen on SoundPoint Phones with older SIP 4.X Versions.

 

Can somebody try this out please and let me know if you can reproduce it as well?

 

Thanks,

Ricardo

 

1 ACCEPTED SOLUTION

Accepted Solutions
HP Recommended

Hello Ricardo,

sometimes issues get fixed but are not added to the release notes. I checked and it is fixed in 5.2.2 or newer so please try an upgrade your 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

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

View solution in original post

5 REPLIES 5
HP Recommended

Hello Ricardo,

welcome to the Polycom Community.

Could you kindly post the Polycom service Ticket reference ?

 

I am quite sure this was fixed via:

 

  • VOIP-95424 Phone does not play incoming call ring tone when BLF incoming call is in ringing state

The fix should be in UC Software 5.2.2 or later


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,

 

That sounds very promising.  Could you point me to release notes mentioning that fix?

 

I have gone through the release notes for 5.2.2 and 5.3.0 but it is not referenced.

 

The Polycom case opened by our distributor is 1-802530321.

 

Thanks,

Ricardo

 

HP Recommended

Hello Ricardo,

sometimes issues get fixed but are not added to the release notes. I checked and it is fixed in 5.2.2 or newer so please try an upgrade your 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

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

Yes, I tried 5.3 and it is indeed fixed.  Thank you very much!

HP Recommended

Hello Ricardo,

I had made the ticket owner in Northa America aware and there seems to have been a delay in getting the logs or any potential wireshark traces.


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
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