CCX500 CCX600 during 'off hours mode' screen stays at full intensity and never turns off or dims

[RusssG]

Greetings, In working with both CCX 500 and CCX 600 open sip versions we have noticed that during off hours mode when power saving is enabled that when a call rings to another extension where that extension is a BLF key on the phone, it causes the phone's screen to turn on at full intensity but then never times out and the display stays on continuously until the handset it picked up and placed back onto the cradle or the speakerphone it turned on and off. Even touching the screen doesn't activate the idle time out timer.

It seems as though when the BLF on the phone changes state to ringing it wakes up the phone and turns on the screen to full intensity but doesn't trigger the idle timeout timer to turn the screen back off or even dim it. If the handset is not picked up and put back down or the speakerphone is not turned on and off, the screen stays on until the next end of business day. This is especially frustrating when a call comes in just after 7 pm when all extensions first go to off hours mode. They screens end up staying on full intensity never even dimming and become very hot. We've seen this behavior with 8.1.6, 8.1.7 and also with 9.0.1 and have not found a way to stop this from happening.  Please note this doesn't happen when the phone rings directly and no one picks up.  In that scenario - the phone behaves as expected: the screen turns on, the call is missed, the screen dims after some moments, and then turns off returning to off hours mode with the screen off.  This bug only happens during off hours mode when a BLF key changes state to ringing.   

If I'm missing a setting that can fix this behavior please let me know. thanks.

[M_Salman]

Hi @RusssG, Welcome to Poly HP Support Community.  
 

Due to limited support, I would request you contact our HP Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link.

https://support.hp.com/us-en/poly
 

I hope this helps! Keep me posted for further assistance. If you find the information provided useful or solves your problems, help other users find the solution more easily by giving Kudos/Thumbs Up and marking my post as an Accepted Solution.

Regards,

Salman

[RusssG]

thanks! ticket has been opened. 

[RusssG]

after ticket was opened and I worked with level 1 support for several weeks on this bug, the tech was able to reproduce the issue and said the ticket would be escalated to level 2 and someone would get back to me.  However, no one ever contacted me and when I reply to that original ticket I no longer get a reply. Any suggestions?

[SteffenBaierUK]

Hello @RusssG 

I can see your ticket is with Tier 3 support. They should get back to you.

Best regards

Steffen Baier