Group Call Pickup stopped working with Zoom Phone

tmckeithan · ‎09-01-2023

For most departments in our organization, we have call pickup groups defined, so that a colleague's ringing desk phone can be picked up by someone else. This shows up as a BLF line key on the phones. After a phone rings for 5 secs and is not answered, it will ring on that line key for others in the same call pickup group.

About a month ago this feature stopped working consistently (sometimes it does work); an unanswered call will not ring to that line key on the other phones in the call group. A reboot of the affected phones solves the problem temporarily, but the problem reappears within a day or less. We had not made any changes within Zoom phone or on the desk phones. No configuration changes or firmware updates. It seems clear that Zoom made a change, but unfortunately their engineering has looked at this for a month and has not solved it.

I'm hoping someone on the Poly side may have some insight into how we can troubleshoot this issue. I'm desperate for answers. Has anyone else seen this behavior?

VVX250 and VVX450 phones - we've tried different firmware versions, reset to factory defaults, removed all Zoom provisioning templates, nothing helps. It is affecting dozens of phones.

SteffenBaierUK · ‎09-01-2023

Hello @tmckeithan ,

Welcome to the HP community.

Unfortunately, Your post does not contain the currently used Software version for the HP Poly product or the Partner application you are using.

This is important especially in the future when someone finds this post in days, months, or years to come.

From our public FAQ:

Jan 19, 2012 Question: How to troubleshoot Poly VoIP-related Issues?

Resolution: Please check => here <=

An issue like this cannot be resolved via a public community post so please work with our support organisation in your region. Details on how to contact us are in my signature

Best regards

Steffen Baier

------------------------------------------------
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If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
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tmckeithan · ‎09-01-2023

The partner application is listed in the subject: Zoom Phone. The firmware version is 6.4.4.3219.

I was hoping to get feedback from others in the community to see if anyone else has seen this behavior.

I will also open a support ticket.

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