Problems w/ speed dial entry on VVX 411

[jbroderick_GTSI]

Hi,

Model: VVX 411
OS version: 6.0.0.4839

While attempting to add speed dials/favorites we're being limited to 20/30 entries, then phone says that the list is full. I have read in several places that this should be much higer at 500.

The method used in adding these entries is by doing the following:

-Main Screen to Directory
-Directory to Contact Directory
-Contact Directory to Add
-Then add to favorites

We have verified that there are no duplicate entries.

[jbroderick_GTSI]

Also, these phones are using a SIP server.

[SteffenBaierUK]

Hello @jbroderick_GTSI ,

Welcome to the Poly Community.

Both the communities Must Read First and 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.

As a reminder the basic information asked for:

• Provide the exact Software Version of your Phone
• Provide the Phone Model
• Provide the Call Platform (aka openSIP,Teams, Skype for Business Online, Skype for Business on Premise, Lync)
• Provide details if UC / SIP or ObiEdition
• Additional Poly Infrastructure (RPRM,PDMS or BToE)
• If applicable provide a backup of the phone in question

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup. Please rename into .TXT or Zip the file to attach.
Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package

• If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
• If possible provide the MAC Address or Serial of the device
• Provide details for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details
• For questions around Support please check here

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Poly to have an overview of the current software used. In addition, providing all details at the same time allow us to check logs or look up potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.

A backup of your phone configuration as an example could tell us if you maybe made some limitations to the memory of the speed dial. Or a copy of the speed dial file created by the phone?

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

Best Regards

Steffen Baier

[jbroderick_GTSI]

Hi!

Thanks for your reply, my apologies for my late reply back.

SN:  64167F9BCFCC

I've attached the phone backup file as requested.

This is an asterisk based system running SIP.

[SteffenBaierUK]

Hello @jbroderick_GTSI ,

someone not knowing how to configure a phone has literally chucked every possible parameter at this phone without knowing if the device even supports these.

• Factory reset the phone
• Do not load any configuration
• Manually register 1 line
• Load your Speed Dials

Once this works please work through your configuration and remove everything and then only provision what the phone actually supports.

If this fails please work with SCANSOURCE INC who sold this phone back in May 2019 as they are your Tier 1 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

[jbroderick_GTSI]

Okay.  I'll try that.

Out of curiosity, how did you determine that?  Or... What in the backup file gave you this impression?

Thanks.

[SteffenBaierUK]

Hello @jbroderick_GTSI 

someone at some point imported an export or backup into the phone doubling up the whole device.x section which does not make it easy to find issues as all parameters are in there twice.

In addition, many of the parameters are for our partner Broadsoft or others so they will not work for your PABX.

Clear up the mess and then re-test.

Best Regards

Steffen Baier