VVX 310 dropping incoming calls

ASFFE
Occasional Visitor

VVX 310 dropping incoming calls

2 of our 3 VVX 310 phones have no audio or drop calls completely within the first 10-15 seconds of picking it up. They are set up the same as the third.

They are set up on separate companies. We use O365. There are no issues when taking calls via Teams but the handset is a problem. Anyone else have this issue?

Message 1 of 5
4 REPLIES 4
SteffenBaierUK
Polycom Employee & Community Manager

Re: VVX 310 dropping incoming calls

Hello @ASFFE ,

 

Welcome to the Poly Community.

Both the communities Must Read First or Read 1st and if available the FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.


Unfortunately, your post fell a bit short of the above-explained requirements and we kindly ask you, therefore, to ensure to read these sections and ensure a reply (not Edit!) provides as much detail as possible

 

Please ensure you familiarise yourself with the FAQ’s listed in my signature for your convenience. 


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

Best Regards

Steffen Baier

 

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If official support is required please check how to phone or open a case here

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The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

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Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 2 of 5
ASFFE
Occasional Visitor

Re: VVX 310 dropping incoming calls

Software version: 5.9.6.2996

VVX 310

Office 365

Serial Nos:

64167FA6FE2B

64167F922643

Message 3 of 5
SteffenBaierUK
Polycom Employee & Community Manager

Re: VVX 310 dropping incoming calls

Hello @ASFFE 

 

this covers some of the basics but how about:

 

  • If possible provide a => Log <= and either attach them or use the => Code Tag <=. 
    Ensure private information is obfuscated
    Consult the Troubleshooting Section found within the FAQ if applicable
  • Provide details if the issue is a day 1 issue or only happened after an upgrade or any other relevant details

From the Microsoft / Skype or Business FAQ:

 

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

Resolution: Have a look => here <=

 

Has this been reported to our partner Microsoft who look after the call platform?

 

Best Regards

 

Steffen Baier

 

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

If official support is required please check how to phone or open a case here

----------------
The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

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

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Tags (1)
Message 4 of 5
SteffenBaierUK
Polycom Employee & Community Manager

Re: VVX 310 dropping incoming calls

Hello @ASFFE ,

 

In addition, when checking the phone these are 2200-46161-025 aka non-Skype for Business SKU.

 

Therefore:

 

Please be aware of the following when utilizing UCS 4.1.0 or later:

The use of Polycom UC Software versions 4.1.X (“Software”) requires the purchase of a separate Software license for every device that will use the Software in a LYNC / Skype for Business environment. You may not install, access, or use the Software in a LYNC / Skype for Business environment on more devices than are listed on your license until additional licenses have been purchased and authorized by Polycom. These licenses should be purchased from the same company from which you purchased the devices. You may operate devices against a LYNC / Skype for Business server for trial purposes for up to 30 days without purchasing a license. Use of the Software is subject to the terms and conditions of the End User License Agreement.

Polycom reserves the right to audit your deployment to verify that you have sufficient licenses to match the number of devices being used.

Information in regards to License Part Numbers can be found here

 

Please ensure you purchase the relevant license prior to using the phone with Skype for Business / the Teams 3PIP gateway.


Best Regards

Steffen Baier

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

If official support is required please check how to phone or open a case here

----------------
The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

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

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 5 of 5