VM Button Broken (VVX400 5.9.7 - Broadsoft)

[Anonymous]

I have a very peculiar issue with a VVX400 and a VVX450 on the same user. The voicemail button had worked previously, and works for other users within this Broadsoft group. Everything is set up correctly, and the VM Portal can be dialed directly and reached fine. When attempting to use the VM button, and pressing connect, both phones throw this error: 

0517122441|dasvc|2|00|Request(-1)dasvc,(402)DaDeviceEventReqMsgKey,(-1),(-1),(Expiry,TransactionId,Time,Type):(-1,-1,1621275881,0)IndicationLevel:(200)
0517122441|so |4|00|[SoMediaSessC]: MsgAppCallCreateCmnd, Rejecting call - ResourceMaxedOut
0517122441|dasvc|2|00|Request(-1)dasvc,(402)DaDeviceEventReqMsgKey,(-1),(-1),(Expiry,TransactionId,Time,Type):(-1,-1,1621275881,0)IndicationLevel:(200)

Anyone have experience with what causes this issue?? PCAP from the ObiPortal doesn't give much info on this error. Thank you!

[SteffenBaierUK]

Hello @dmichaels ,

Welcome back to the Poly Community.

You must be a time traveller back from the future as we have not yet publicly released UC Software 5.9.7 yet 😉

We, therefore, assume this is happening with software 5.9.6? Is the same configuration working for older software?
Other community members are welcome to comment or share their experience but the only way forward would be the  two options:

• Rollback to a previously working firmware
  or
• Get this into support as already explained so Poly gets a chance to fix this

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

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.

If the unit is no longer within the warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail here

As older post indicates you are a service provider you may want to look into getting this status certified so you can work with our service provider team.

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

Best Regards

Steffen Baier