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The Poly Phones Knowledge Base is live! We look forward to helping you with common issues and troubleshooting advice!
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‎09-22-2014 12:50 PM

HP Recommended

Has anyone seen an issue with the VVX 400 / 500 Going automatically into a DND state? I haven't been able to determine if its due to missing calls, or some form of idle. It's happened to me several times and a bunch of our folks in our call center. Before I opened a ticket with our partner, I just wanted to throw it out there and see what others might have experienced with this.

 

Tried on 4.1.6 and 5.1.2 firmware, both yielded same results. Unfortunately, I can't find the "cause" of it actually happening. Today, I was on a call and another line was ringing that I could answer. When I hung up, all lines red (DND). 

 

At first I attributed this to user error, but then it started happening to me also.

 

Thanks in advance, wish I had more information.

9 REPLIES 9

‎09-22-2014 01:53 PM

HP Recommended
Hello Kelso

Are you using shared lines on the phone?

Replied form a mobile device
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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
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‎09-22-2014 01:54 PM

HP Recommended

Yes, the phones are all using shared lines (other than their primary line 1).

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‎09-22-2014 02:07 PM

HP Recommended
Sounds familiar to something we are currently tracking. To test enable DND on a phone that you share a line with Whilst you run a wireshark trace on your phone.
------------------------------------------------
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

‎09-24-2014 10:22 PM

HP Recommended

Experienced this since UC5.1.2 upgrade.

 

Direct line on each handset and then a Shared line across multiple handsets.

 

As soon as DND activated on any handset it applied on all lines and then also affect other unshared lines on the handsets. 

 

Temp solution has been to disable DND softkey which is not ideal. 

Was this reply helpful? Yes No

‎09-30-2014 04:41 AM

HP Recommended

Hello all,

the issue should be fixed in the latest UCS 5.2.0  release

 

  • VOIP-94905 Setting DND on softphone sets DND only for an assocated line on the VVX phone.

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

‎09-30-2014 09:48 AM

HP Recommended

I'm still not convinced this is the issue that I'm having. The bug fix states its for an individual line, but everyline on the phone goes into this DND state.

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‎09-30-2014 09:57 AM

HP Recommended

Hello Kelso

 

please test UCS 5.2.0 and if your issue still persist go ahead and raise a Support Ticket with Polycom support via your Polycom reseller.


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

‎09-30-2014 09:59 AM

HP Recommended

Ok, I'll test it out. We're using Metaswitch with Endpoint Packs so I'll have to see about getting a pack extension built with that new firmware.

 

Thanks

Was this reply helpful? Yes No

‎09-30-2014 01:35 PM

HP Recommended

Hello Kelso

you can simply upgrade a single phone via the built in Web Interface facility.

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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