Issues with VVX 311 incoming 3rd call.

Occasional Advisor

Issues with VVX 311 incoming 3rd call.

Good afternoon,


I am having complaints from my users where they say they are currently have 2 lines (speaking on one and the other one on hold) and if they get a 3rd call, they only see the number/name of the caller (CallerID) for about 1-2 seconds then it disappears. They still see the line button flashing green but cannot see who is calling. If they are not looking at the phone screen for those 2 seconds, they cannot see this. Only option is just to answer the call. Is there some settings that I am not seeing where this can be fixed? Phone is currently on firmware 5.9.3

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Polycom Employee & Community Manager

Re: Issues with VVX 311 incoming 3rd call.

Hello @hector.farinas ,


Welcome back to the Poly Community.


Not knowing your configuration or what SIP server this is a standard Poly configured VVX running the as an example would show the initial call like this:




After around 10 seconds the screen changes to:




The red circled section alternates if the number/name is longer. In addition, the navigation buttons can be used to go up and down if needed.


If this is not the case and no other volunteer can help you please open a ticket.


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

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

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.


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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.
Please also ensure you always check the VoIP , Video Endpoint , Microsoft Voice , PSTN or other FAQ's in the different sections
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