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November 09, 2021, 08:00 AM - 12:00 PM (PST)

Poly CCX 400 auto mute when answering calls

Occasional Contributor

Context: we have a store with 3 Poly CCX 400 Teams phones. 

All the phones and signed-in with the same accounts and this account is part of a call queue. 


When customers call the store, they ring the call queue, which in turns make the phone ring. That part is working.


The problem: when an employee is on a call and a second call comes in, it mutes the first call.


3 Replies

@Remi_Solulan Is the second call being answered on the original phone or another phone under the same account?

@Eric Marsi the call is being answered on the original phone. In other words, If I have phone A, B C and D and a call comes in, it will ring all the phone. I answer that call on phone A, then another call comes in, the call on phone A goes to mute.

@Remi_Solulan Interesting. So if you are on any phone and when a new call comes in it mutes the existing call? I just tested this in my lab and did not have this issue (Different phone, using a Crestron 8in phone) Perhaps this is something specific to Poly and I would need to have someone else test this.