VVX handsets and Skype for Business response group music on hold.

Occasional Visitor

VVX handsets and Skype for Business response group music on hold.

I've got an interesting issue where the SfB RGS workflow is configured to use music on hold to play a message, but once an agent answers the call via a VVX handset and then places the call on hold the message does not play.

It plays the music configured on the handset instead.


I've disabled the on hold music within the handset but then nothing gets played.

I can't copy the file over to the handset as it's too large (7 x the allowed size).


The only way I get the message to play is configuring it on the local SfB client and use a USB headset.


The thing is, this used to work. But it seems that later firmware have over written it.


Any ideas?

Message 1 of 3
Polycom Employee & Community Manager

Re: VVX handsets and Skype for Business response group music on hold.

Hello SkypeUMOfficer,

welcome to the Polycom Community.

It is always useful to include the currently used UC Software version as issues experienced or a question asked may already be addressed in a newer release.

This also allows yourself and others to check against current software release notes, Administrator Guides or FAQ post’s.

The above is also stated in the "Must Read First" and is the absolute minimum requirement every new post should include. .

In addition providing us with this basic information gives Polycom an idea what Software Versions are used in the field and avoids wasting time trying to troubleshoot issues which have already been addressed.

Therefore the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP or UC Software Version of my Phone?
Resolution: Please check here


If this used to work with an older version please state what version this was.



The next step would be to open a support ticket.

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you. End Customers are usually unable to open a ticket directly with Polycom support.

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


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 2 of 3

Re: VVX handsets and Skype for Business response group music on hold.

Hi SkypeUMOfficer - I was wondering if you could share some basic things to get SFB to play Music on Hold in General. In this situation folks will not be using the client and just using the Polycom Phone, or maybe even the App on the iPhone. 


So far I can upload the file into Polycom, but it only stays until reboot, (the file must be stored in flash memory only).


I have tried using PowerShell connecting to the SFB Module and setting it there, but without knowing how it really works, I am not sure what I can do.


Long story short now, how did you get this to work in general? Did you get it work without the client for standalone situations?

Message 3 of 3