PLEASE HELP ME (call forwarding)

[Anonymous]

Hi my office recently begun using polycom vvx 410 phones for everyone working here. No one really knows how to do anything on them other than answer, make or transfer calls. I was given the task by my boss to learn everything about the phone and teach it to other people. I have figured most of it out and felt confident until he asked me to forward all his calls to my phone. What I thought would be a simple task turned into two days of stress and frustration. I have googled so many FAQ and support pages about how to forward all calls from one phone to another, all of them start with "press the 'forward' soft key on your idle screen or find it in the features menu of your settings". Well my phone (and every phone in the office) does not have a forward soft key OR a forward option in the feature menu. The only thing in the feature menu is a DND. Please please please help me figure out what I am missing or doing wrong, my boss is getting inpatient.

[SteffenBaierUK]

Hello @marykrak1,

welcome to the Polycom Community.

Polycom phones are probably the most versatile phones in the industry so I simply suggest you contact the person who installed them as there is no way explaining all the separate settings / passwords you would require to even start anywhere.

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

[Anonymous]

yea i understand, do you at least know if its an issue with the soft key configuration and i have to code it in or is it a setting i have to enable that is currently disabled? I have admin password and user password if that makes any difference

[SteffenBaierUK · Accepted solution]

Hello @marykrak1,

Simply have a look at a backup of your configuration. Anything listed after the <device section is what has been added to the configuration by the person installing the phones.

You can also look at the FAQ and reverse the suggested settings there to enable the forward button.

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

[Anonymous]

Hi back again regarding same topic, after the help i received last year I've learned how to open config files and change them to enable call forwarding but recently I've tried exporting configuration files to enable call forwarding on other employees phones but the file is always blank? Any advice for this? Thanks!

[SteffenBaierUK]

Hello @marykrak1 ,

welcome back to the Poly Community.

Both the communities Must Read First and the 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,Teams, Skype for Business Online, Skype for Business on Premise, Lync)
• Additional Poly 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. Please rename into .TXT or Zip the file to attach.
Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package

• 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 for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details
• For questions around Support please check here

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Poly 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 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

[Anonymous]

• Software version: 5.6.0.20009
• Provide the Phone Model: VVX 410
• Provide the Call Platform: openSIP ???

Id like to export my phones configuration file and enable call forwarding on the phone. When I export the configuration file (through the web configuration utility) and open it through an HTML editer (Textedit on macintosh laptop), the file is blank. I have tried multiple time to export any of the configuration files available to download (Local, Web, SIP, Device Settings) and they all are blank. Around a year ago I was able to export, change, and then import configuration files without this problem. Any advice one what caused this or how to fix it?