VVx 501 and Plantronics Savi 740

Anonymous · ‎09-28-2017

I have a VVx501 with a Plantronics Savi 740 using the correct EHS cable to link them together. Everything works properly except the volume during calls.

During a call the volume level is fine and adjustable via the volume button on the phone and the headset. Every few minutes the volume goes down far enough to not be able to hear. If I use the volume keys on the phone and turn up the volume, eventually the volume on the headset comes back with a audible click. It almost sounds like there is a circuit or DSP setting that is cutting the volume and when I run the volume up and down it eventually clears its issue.

The Savi headset is a computer, bluetooth and hardwired desk phone three way device. I dont have any issues with the headset on the other two functions and have been using it for several years. This also does not happen when I use the functionality with another desk phone so it appears to be in the VVx 501 audio processing chain in my mind.

I have tried turning hte

I purchased the phone from Amazon so the ability to have them open a ticket is non-existant.

Skkeet

SteffenBaierUK · ‎09-28-2017

Hello Skkeet,

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.

Please also include if you are using a SIP server or a LYNC / Skype for Business server.

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

We recently had an user with an echo issue so double check the FAQ on that.

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you. End Customers are usually unable to open a ticket directly with Polycom support.

Please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom device from.

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

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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

Anonymous · ‎09-28-2017

The VVx 501 is running Version 5.6.0.17325

I have searched the website for issues pertaining to volume not remaining fixed with just about every possible wording I can think of.

The Plantronics is using:

Base: v.28.48

Bluetooth: v.02.05.0d, 0e

Headset: v.28.28

PIC: v.50.41

Tuning: v.15

USB: v.181

I am using a SIP server from a service provider who I beleive uses Broadcom.

The serial number of the device is 64167f02e81f in case I need to open a ticket.

Skkeet

SteffenBaierUK · ‎09-28-2017

Hi Skkeeter,

the unit was sold by WESTCON GROUP EUROPEAN OPERATIONS LTD back in 28/11/2016 so they would be your Tier 1 support.

Are you using an EHS cable and have you tested unplugging this?

The phone should display the value of the volume on the phone so I would be really surprised if this is getting lower aka the displayed value changing.

Best Regards

Steffen Baier

------------------------------------------------
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

Anonymous · ‎09-28-2017

I contacted WESTCON GROUP EUROPEAN OPERATIONS LTD and they will provide no support as they only distribute Polycom Products. They state that I have to contact Polycom.

I am using an EHS Cable "Plantronics Ehs 38439-11 Ehs App-51" If I unplug the cable the phone works fine but I am unable to use the headset since there is no audio path to the headset.

The phone always show the volume level but the actual volume goes all the way down even thought the level shown on the screen is alll they way up. When the volume goes down, I used the + and - to turn up and down the volume until there is a static click and the volume comes back to the level shown on the screen.

In a one hour call this happens 5-6 times. I have opened a ticket with Plantronics and the headset works for other phones, bluetooth and USB.

Skkeet

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