VVX 450 on Comcast Business VoiceEdge

[HBAITS]

New to the community, and minimal direct exposure to the inner workings of Polycom desk phones (limited access via cloud service provider). We're a small company, using various models of VVX on three different cloud service providers in different states (US), but the CSP and VVX model we're having difficulties with is Comcast (their BVE offering) and VVX 450 handsets.

We recently (needed to) migrated to Comcast BVE from a legacy system provided by a different CSP and, for the most part, many of our initial issues have been worked out, accepted, etc. We're down to this "final" issue and we cannot seem to articulate what it is we're after with Comcast's Tier 1 support team. Maybe it's us? Maybe it's them? Maybe it's the VVX 450 (on BroadWorks/Soft platform)?

Hoping someone can confirm we're asking for the impossible or (heh hem), Comcast doesn't know how to or want to oblige our request. We're questioning their efforts because both of our other locations, one of which is using the exact same backend platform even though it's a different CSP, are able to accommodate this request. The wild card being the VVX 450...the other locations are using other models (older generation handsets).

The quick and dirty is we want to assign line keys to our liking, both on the handsets themselves and, in a few instances, on sidecars. We've been in contact 3-4 times on this issue and keep getting the same, "I don't think you can do that." "I don't see anywhere in the system that your request can be applied." We've politely requested that it be bumped up to their engineering team, tier 2, etc., but that's gotten us nowhere. We've reviewed many Poly guides and, at this point, don't know what to believe/think when it comes to what we can and can't do in terms of line keys. It's as obvious as ever in the VVX 500/501 guides that it can be accomplished. However, not so much in the VVX 450 guide.

We understand there may be some restrictions to how we achieve the layout we desire, and that's fine, but if/when the response is vanilla, "I don't see anything...", it raises the question, "Is it impossible for us to get what we want or unavailable for you to give it to us?" I mean, our older than dirt system using SPA525 handsets/sidecars could do it, but this new platform and newer generation handsets cannot?

We appreciate any/all responses and advice. Thank you.

[M_Salman]

Hi @HBAITS 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

[SteffenBaierUK]

Hello @HBAITS ,

Welcome to the HP community.

Unfortunately, your post does not contain the currently used Software version for the HP Poly product you use. 

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

Please do not simply edit the original post, but reply with the versions.

In the FAQ or the Read 1st section, we remind users why this is important.

In addition, the Poly VVX 450 also comes with either Poly UC Software or Obi Edition, so this would depend on what we can advise.

I suggest you utilize the community search function or check our VoIP FAQ, which has plenty of information.

Example:

Jan 12, 2012 Question: Can I change / re-assign the appearance of  Line, BLF, Busy Lamp Field, Speed Dial, Presence Keys, or Secondary Screen?

Resolution: Please check => here <=

If no other volunteers reply, as already suggested by @M_Salman contact our Support organization in your region. Details are in my Signature.

Best regards

Steffen Baier

[HBAITS]

Hi @SteffenBaierUK, thank you for the informative response, links and confirmation older links are updated. Once we get up-to-speed with your included FAQ(s), we'll respond with details (software, versions, etc.) to the extent we are able. Unfortunately, the provider has both the handsets and backend system "locked down", but we'll gather as much as we can.

Thanks (again).

HBAITS