Forum Discussion
Calls from Polycom VVX phones to call queue dropped after 30 seconds when picked up by Teams client
- Hello Ryan,
Please get a case opened at Poly support. I'm from the escalations team and currently working this issue with our development team. I have reproduced it internally and provided all the info for code analysis.
As a side note, Poly and Microsoft recommend the usage of the latest maintenance release built on top of a qualified release, at the time of this post, 5.9.3. Maintenance releases are automatically qualified.
Thank you
Ryan Steele Please let me know if it was working before? Trying to understand if something recently changed. Thank you
Leonardo Mezzanotti The issue started occurring for us on or around July 23.
- Thanks, was it working before? The other customer that reported this issue just noticed it because they migrated to Teams only mode and are not using SfB clients anymore
Leonardo Mezzanotti I thought everything was working correctly before, but I've just gone back through my notes and realized that it's possible that it has never worked correctly.
Just as a bit of background, the use case for us is a phone at the cashier's station in our dining room for taking take-out orders and reservations. We moved the associated user account to Teams-Only mode so we could enable Busy on Busy. This was done on July 17th and I believed everything was working at that point, but the first report of issues came in on July 23rd.
I have attempted to open a support case through the supplier we purchased the phones from, but I've been advised we need a Premier Support Contract on our phones to do that. Do we have any other options here?
Ryan Steele If your phones are under active warranty you are normally able to call your supplier which should provide 1st/2nd level support and then they should be able to open a case at Poly. If that's not an option then I recommend you check our https://support.polycom.com/content/support/service-policies/pay-per-incident.html offer and https://support.polycom.com/content/support/contact-us.html.