lag when answering phone calls

Anonymous · ‎06-21-2016

What would contribute to our VVX 410 and VVX 500 phones having a delay when answering an incoming call? We are in a full Lync 2013 environment.

It is never consistent. Sometimes the delay is hardly noticeable and sometimes it can take up to 10 seconds for the person on the other line to be able to hear you.

When the phone rings and you pick it up it takes a second or two to connect the call. Sometimes it is quick, other times like I mentioned it can be a decent delay.

All the phones are running firmware version 5.4.2.2834 although the issue has been around with the phones for 2 years. Most people have gotten used to it as you can see on the phone display when the call finally connects and you can begin talking.

Any ideas?

SteffenBaierUK · ‎06-22-2016

Hello Jben,

welcome back to the Polycom Community.

I am not aware of such delay but considering you have been living with this for nearly two years without ever logging this with our support team seems odd.

You need to get this raised via your Polycom reseller.

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you. In case this is some sort of an Internet discounter please post your phone's MAC address so I can look up who would be able to support you.

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 · ‎06-22-2016

I don't think it is neccessarily a problem with the phones. More than likely something with our environment. I was just looking for ideas on different things to check.

Anonymous · ‎06-22-2016

We've also been having this problem - I've not had much help from Polycom about it either. We've been using VVX consoles with our receptionists but had to remove them until we get the issue fixed because of the delays it's causing them.

We're working on it at the moment so will post back with anything we come up with.

SteffenBaierUK · ‎06-22-2016

Hello Frosty_NZ,

welcome back to the Polycom Community.

Could you kindly provide the Polycom ticket reference starting with 1- ?

Also did you ever follow this up => here <= ?

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

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