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

Please can someone enlighten me on how call forwarding works.

I can place a call from my phone without problem, when I setup call forwarding to a number and ring my deskphone, I get a message from my SIP provider telling me I do not have enough credit.


I thought the phone straight up handled the call forward, but it seems like the forward request somehow gets sent to the sip provider as a "forwarded call" is that correct?

I have an older Poly and am certain that just diverts the call straight out from the phone itself, maybe wrong.

Thanks for any input.

5 REPLIES 5
HP Recommended

Hello @Gimpymoo ,

 

Welcome to the Poly Community.

We usually require a little more information on what software and what provider. In addition, what is the other Poly phone and did you compare a backup?

 

There are different versions of a call forward. A server-based one and the phone locally. Locally the phone just sends a REFER as an example via a 302

 

Not seeing any logs I would suggest you check with your provider.

 

Other volunteers can comment too.


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 for your reply.

The phone is a VVX 410.

Current software version :

5.9.6.2996

The logs on the phone show:
1014150216|so |4|1200|[SoNcasC]: Ignoring sendDectMissedCall
1014150216|clist|4|1200|dbCfg::getServerDir:Unknown dbCfg type
1014150216|clist|4|1200|dbCfg::getServerDir:Unknown dbCfg type
1014150216|app1 |4|1200|AppHybridC::termLclChg failed to find pCall

So using the Forward option on the phone, does it simply dial the required number and transfer the call or does it refer to the sip server and mark it as a transfers else how does the sip provider know it is a transferred call?

If that makes sense.

 

Many thanks.

HP Recommended

Hello @Gimpymoo ,

 

Our FAQ contains:

 

Jan 19, 2012 Question: How to troubleshoot Polycom VoIP related Issues?

Resolution: Please check => 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.

My Polycom Soundpoint IP 331 does call divert with the same SIP settings with no problem so it must be a phone specific matter else it would be the same on both phones.

I am just at a loss as to what it is.

HP Recommended

Hello @Gimpymoo ,

 

I suggest you create a backup (not export) of both phones and then compare the settings.

 

If this fails please open a support ticket if still in warranty or work with the poly reseller who sold the phone for PPI/PayPerIncident 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

------------------------------------------------
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
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.