Rings Once on Base, then the Rest on Headset

[Anonymous]

Hi guys,

I've got a weird one. I've got some VVX 300s set up with VXI headsets with digital lifters. The headsets are in mode 2, compatibility D. The phones are in Jabra DEHS headset mode, and what has been occurring is this:

Any call coming into the phone will ring once on both the headset and the base. All subsequent rings are to the headset only. All this is for a remote user, and I don't have access to the exact same equipment to figure out exactly what changed.

The user told me that it started ringing like that only after someone was messing around at their desk, but since I don't have physical access to the headsets, I can't modify any settings on physical setup without calling the user. We have already factory reset the phones and set up the DEHS mode, etc, again, and the user also tried changing what port the headset was plugged into. Does anyone have any ideas for what could be causing this weird issue and how we can resolve it?

Thanks,

M.

EDIT: I should be clear: when I say base, I mean the speaker.

[Anonymous]

I still haven't heard back on this; any ideas?

[SteffenBaierUK]

Hello thomasech,

welcome to the Polycom Community.

It is always useful to include the currently used software version as issues experienced may already be addressed in a newer release.

This also allows yourself and others to check against current software release notes.

Therefore the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP UC Software Version or the BootROM Version of my Phone?
Resolution: Please check here

In addition it is useful to state what SIP provider you are using. Is this normal SIP or LYNC?

Also, is this internal or external calls only?

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 Steffen,

This is occurring on all calls to the phones. The phones are Polycom VVX 300 using 4.1.6.4835, and it is a SIP server using OpenSIPs as the base for a remotely hosted PBX. The network the phones are on is using a Sonicwall connected to a bridged modem-router device with SIP transformations disabled and an outbound firewall rule from the phones, as well as an inbound rule to the phones to allow traffic including fragmented packets. The switch for the phones is unmanaged. This is only occurring on the phones with the VXI headsets with digital lifters, and the other phones on site are ringing as expected on the speaker for the entirety of the ring cycle.

Thanks, 

M.

[SteffenBaierUK]

Hello thomasech,

The community's VoIP FAQ contains this post here:

Oct 19, 2011 Question: What type of Headset's and cables are compatible with my Phone?

Resolution: Please check => here <=

Above linked document does list the VXi headset's but I am not sure what exact type you are using. Usually a special cable is required or a special setting.

I suggest you check with VXi what compatible mode was tested with Polycom phones and they can then raise a ticket with Polycom support.

Please ensure you always check the community FAQ 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

[Anonymous]

Hi Steffen,

The model the user is trying to use is the VXI V150 headset with the VEHS-P1 EHS lifter (I just found this information out after multiple times asking). It doesn't look like it's in the compatibility guide; do you have any familiarity with that model of lifter and headset?

Thanks,

M.