VVX 401 Shared line auto off hook by Handset

[Roozbeh80]

Hi,

I have VVX 401 with 26 share line and registred in braodsoft platform.

UC Software Version 6.0.0.4796

Only on two line (6 and 25) when incoming calls are coming we are not able to answer the call just by pick up the handset  and we must pick the line or press answer soft key.On rest of the lines, calls are answered by pick up the hand set or user speaker.

in phone config i cant see any defference between these lines (6 and 25)  and the rest of the line.

Attached is the phone Export All config.

[SteffenBaierUK]

Hello ,

welcome back to the Poly community.

Some or a couple of your old post(s) or reply(s) to them => here <= are still open/pending as you have not marked these as "Accept as a solution" or at least provide some form of feedback or answer.

If they are in this state nobody finding them via a community search will know if an answer or advice provided was useful and has maybe helped you.

Could you therefore kindly go over them and mark or answer as appropriate?

If they are marked as "Accept as a solution" other users can find these easier and it helps them to utilise the community more efficiently. Please do not simply mark them without any type of feedback.

Just as a reminder for new or follow up posts:

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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
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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

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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.

Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up posts.

• Is this a new issue only since using UC software 6.0.0?
  Did this work in an older software?

You did not attach anything for us to look at but most likely, if this is a new issue in this software, this would need to come into support.

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.

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

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

Best Regards

Steffen Baier

[Roozbeh80]

Thank you for advise.

I am going to downgrade the firmware to 5.8.0

version 6 config also attached.

[Roozbeh80 · Accepted solution]

Hi,

We find out what is the problem. For the lines that not able to answer by pick up the handset. Ring Type was set as silent. Look this is the normal behaviour for Silent ring type. Changing ring type to any non silent ring solve the issue.

Thanks.

[SteffenBaierUK]

Thanks for following this up.

Replied via a mobile device