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‎02-22-2018 08:29 AM

HP Recommended

Hi Guys,

 

I've configured 2 lines (the same at 2 unlike keys) on the Polycom VVX 300 , when I'm on the phone and receive a internal call, the call going to second line key, but if I'm on the phone and receive a

external call the call doesn't going to the second line, it just gets ringing on the key 1.

 

Did anybody have a problem similar?

9 REPLIES 9

‎02-22-2018 08:49 AM

HP Recommended

Hello @Willian Dantas,

welcome to the Polycom Community.

It is always useful to include the currently used UC Software version as issues experienced or a question asked may already be addressed in a newer release.

This also allows yourself and others to check against current software release notes, Administrator Guides or FAQ post’s.

The above is also stated in the "Must Read First" and is the absolute minimum requirement every new post should include. .

In addition providing us with this basic information gives Polycom an idea what Software Versions are used in the field and avoids wasting time trying to troubleshoot issues which have already been addressed.

Therefore the Polycom VoIP FAQ contains this post here:

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

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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
Was this reply helpful? Yes No

‎02-22-2018 10:19 AM

HP Recommended

Hi Steffen,

Sorry, follow the informations:

Polycom VVX 300

UC Software Version 5.2.5.0987
Updater Version 5.4.5.0941

I looked for any information in the old tasks on the forum, but I didn't find out nothing.

Any other information that you need, please tell me.

Thanks in advanced.

Was this reply helpful? Yes No

‎02-22-2018 10:45 AM

HP Recommended

Hello @Willian Dantas,

I am quite sure this is a feature of whatever SIP switch you are using.

 

You could look at the SIP signalling.


The community's VoIP FAQ contains this post here:

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

Resolution: Please check => here <=

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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
Was this reply helpful? Yes No

‎02-27-2018 08:39 AM

HP Recommended

Hi Willian 

 

When you say "I've configured 2 lines (the same at 2 unlike keys)" do you mean two separate phone numbers/extensions/SIP registrations?

 

The line that rings depends on signalling from the server side. If you have ext 1001 and 1002 and a call comes in for an unknown ext like ext 1234 the phone will ring on the first line by default. 

 

Like Steffen said it'd be worth checking the server side and the SIP logging at debug to determine the difference between the two calls.

Was this reply helpful? Yes No

‎09-05-2018 06:21 AM

HP Recommended

Hi, sorry for the delay on the answer.

 

No, when i say "I've configured 2 line (the same at 2 different device key)" I mean say I configured the same line (1001 for example) on the 2 different device key, in a internal call (between internal extension) when the phone 1001 is busy (on the phone) and received a call, this is sent to the second line (device key) facilitating the operation, but when the call is external the call rings on the first line booton ( the line that is busy).

 

I'm checking the configurations and logs but I really think there is no problem in my server, because if I make the same case in another phone (Yealink for example) it works very fine.

 

If you had anything to help I thank you.

Was this reply helpful? Yes No

‎09-05-2018 11:00 AM

HP Recommended

Hello @Willian Dantas,

welcome back to the Polycom Community.

Since you posted your already outdated and no longer supported software has progressed.

 

I suggest you upgrade to something currently supported aka UC Software 5.8.0 and then provide the community with a backup and some logs as already asked for.


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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
Was this reply helpful? Yes No

‎09-05-2018 02:27 PM

HP Recommended

Hi Steffen,

I'm sending to you some more informations about the case ( files.pcap at the moment the call internal/external ), image of device keys, the UC Software information (Version 5.8.0.12848) and the phone.log exported of phone.

Any other information help you please ask me.

PolycomVVX300.zip
Was this reply helpful? Yes No

‎09-05-2018 02:34 PM

HP Recommended
As a Polycom employee I am not able to provide free support via the community. You have the option awaiting other users to reply or follow the official escalation path.

Replied via a mobile device
------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
Was this reply helpful? Yes No

‎09-06-2018 05:37 AM

HP Recommended

Hello @Willian Dantas,

I had only a brief look but both traces are corrupt and the configuration contains more than 800 lines of individual settings.

 

I suggest you contact your reseller as End Customers are unable to open a ticket directly with Polycom support.

The unit was sold back in 27/06/2016 via Scansource Brasil Distribuidora de Tecnologias Ltda.

 

As the unit is out of warranty a PPI / Pay per Incident Fee will be charged.

 

Our Support speaks Portuguese so you can communicate easier.

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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
Was this reply helpful? Yes No
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