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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
HP Recommended

We have VVX 411 phones.  We are in a hybrid mode with Skype for Business Online (migrating from Skype for Business on-prem to Microsoft Teams).  We can no longer use the Transfer button on the phone since we moved to SFB Online.  When we press Transfer and the extension, the call disconnects.  Any suggestions on how to fix?

1 ACCEPTED SOLUTION

Accepted Solutions
HP Recommended

Hello @JMurphy ,

 

Our phones are certified by Microsoft as 3PIP phones and the only thing that has changed on your end is the Microsoft end.

 

Therefore I suggest your 3rd party vendor works with Microsoft on this.

 

Alternatively, if no other volunteer comments, open a service ticket via the Poly reseller the phones have come from.

 

In order to raise a support ticket, you need to work with your Poly reseller as they may need to do this for you.

End Customers are usually unable to open a ticket directly with Poly support. Available End User Poly services offerings are detailed here

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.

If the unit is no longer within the warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail here


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

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

View solution in original post

5 REPLIES 5
HP Recommended

Hello @JMurphy ,

 

Welcome to the Poly Community.

 

Have you yet consulted Microsoft as this is the only change to the phone?

From our Skype FAQ:

 

Jan 17, 2017 Question: How can I troubleshoot simple Skype for Business, Office365 or Teams issues?

Resolution: Have a look => here <=

 

The minimum info we would need is the currently used software version and a backup via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

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
HP Recommended

We have not consulted Microsoft.  Our third party vendor that is working through the migration for us had indicated that the issue is with the VVX 411 phones.  

 

The current version is 6.3.1.8427.  

 

Unfortunately our previous vendor changed the default Admin code and we cannot log into the phones as Admin.  Under User, the backup option is not available.  

HP Recommended

Hello @JMurphy ,

 

Our phones are certified by Microsoft as 3PIP phones and the only thing that has changed on your end is the Microsoft end.

 

Therefore I suggest your 3rd party vendor works with Microsoft on this.

 

Alternatively, if no other volunteer comments, open a service ticket via the Poly reseller the phones have come from.

 

In order to raise a support ticket, you need to work with your Poly reseller as they may need to do this for you.

End Customers are usually unable to open a ticket directly with Poly support. Available End User Poly services offerings are detailed here

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.

If the unit is no longer within the warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail here


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

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
HP Recommended

Thank you Steffan.  

 

We no longer have a contract with a Poly reseller so we will not be able to open a ticket with Poly Support.  I will go ahead and work with Microsoft to see what they can do.  

 

I appreciate your assistance.  

HP Recommended

Hello @JMurphy ,

 

The PPI method explained above does not require a reseller. You can do this yourself.

 

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
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