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polycom vvx 400 issue with transfer while i''m in hold

SOLVED
Occasional Contributor

polycom vvx 400 issue with transfer while i''m in hold

Hi everyone,

 

I have an issue with a transfer on a hold, the scenario described below:

The phone is configured with five accounts(Lines), two speed dial- One for call park (*70), and the second is retrieve park(*71).

My PBX (PortaSwitch MR50) require to place the call on hold and then to press *70

but the problem that I am facing now is when im in a call and placing the call on Hold >> pressing the "call park" key(*70) - Once that is done, the phone automatically trying to park the call through the second line(Account). that, of course, is not possible since the live call is from the first line and NOT the second line, hence the call is not parked and stays in a hold mode - THE PARK FAILED. 

How can we configure and avoid the phone from parking a call through a different line and make sure the live call is parked through the designated live line.

Message 1 of 6
5 REPLIES 5
Polycom Employee & Community Manager

Re: polycom vvx 400 issue with transfer while i''m in hold

Hello @Matan,

 

welcome to the Polycom Community.

Both the community's Must Read First and the community's 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.

As a reminder the basic information asked for:

 

  • Provide the exact Software Version of your Phone
  • Provide the Phone Model
  • Provide the Call Platform (aka openSIP,Skype for Business Online, Skype for Business on Premise, Lync)
  • Additional Polycom Infrastructure (RPRM,PDMS or BToE)
  • If applicable provide a backup of the phone in question

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup

  • If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
  • If possible provide the MAC Address or Serial of the device
  • Provide details if the issue is a day 1 issue or only happened after an upgrade or any other relevant details

 

 

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Polycom to have an overview of the current software used. In addition providing all details at the same time allow us to check logs or look up a potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.

 


Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up post’s.


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




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 2 of 6
Occasional Contributor

Re: polycom vvx 400 issue with transfer while i''m in hold

I did read the FAQ and did not find an answer to the issue I was facing,
Here are the details that I have been able to complete to your request:

App Version:5.6.3.1155

FM Version: 5.8.2.1527

Phone Model:VVX 410

Call Platform: porta switch MR 50

 MAC Address :00:04:F2:DB:D9:0A

The issue is a day 1 issue

 

If there is more information we can provide to promote the subject please tell me

 

Message 3 of 6
Polycom Employee & Community Manager

Re: polycom vvx 400 issue with transfer while i''m in hold

Hello @Matan,

 

I suggest you look at the parameter called call.stickyAutoLineSeize 

 

From the Admin Guide:

 

  • 0 - Dialing through the call list uses the line index for the previous call. Dialing through the
    contact directory uses a random line index.
  • 1 - The phone uses sticky line seize behavior. This helps with features that need a second call object to work with. The phone attempts to initiate a new outgoing call on the same SIP

0 is the default value.

 

This was discussed already when using the community search => here <= 

 

If you need any additional help outside what a Polycom employee or community volunteers can offer a service ticket is needed.


In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

End Customers are unable to open a ticket directly with Polycom support.

As the unit is no longer within warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail here. Westcon-Comstor Americas sold this VVX410 back in 16/03/2015

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




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 4 of 6
Occasional Contributor

Re: polycom vvx 400 issue with transfer while i''m in hold

Is there an option to change this parameter via 'web GUI?

or just via the cfg file?

Message 5 of 6
Polycom Employee & Community Manager

Re: polycom vvx 400 issue with transfer while i''m in hold

Hello @Matan,

 

No this needs to be either via configuration file from a provisioning server or Web UI

 

Oct 7, 2011 Question: Do I always need a Provisioning Server or can I configure a Phone via the Web Interface or via the Phone Gui?
Resolution: Please check => here <=

 

Mar 08, 2013 Question: Where can I download configuration files from or create these myself?

Resolution: Please check => here <=

 

Dec 10, 2018 Question: How can I prevent a Polycom phone selecting a 2nd line instead of making another call on the same line?

Resolution: Please check => here <=


Best Regards

Steffen Baier

Polycom Global Services




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 6 of 6