VVX 410 - Can't receive calls

[Anonymous]

We have a number of VVX410 handsets on premise on version 5.2.2.2722.  The handsets are being utilised within a Lync 2013 environment.  A couple of the handsets have been identified to be common area phones and can successfully logon and make calls depending on the dial plan associated with the user.  However we are unable to call the extension associated with the phone, when calling the extension you get one ring and the line goes 'dead'.  Lync logging shows the call trying to be established and then returns the extension is 'Temporarily Unavilable and the routing rules did not match a response'.  The log on the phone shows the following error which may be related 'BuddyListC::AppPresenceStatusToUiLync2010StringId: unknown status 21 .'  Anyone have any ideas on how to resolve this?

[SteffenBaierUK]

Hello Dan,

welcome to the Polycom Community.

Please be aware of the following when utilizing UCS 4.1.0 or later:

The use of Polycom UC Software versions 4.1.X (“Software”) requires the purchase of a separate Software license for every device that will use the Software in a Lync environment. You may not install, access, or use the Software in a Lync environment on more devices than are listed on your license until additional licenses have been purchased and authorized by Polycom. These licenses should be purchased from the same company from which you purchased the devices. You may operate devices against a Lync server for trial purposes for up to 30 days without purchasing a license. Use of the Software is subject to the terms and conditions of the End User License Agreement.

Polycom reserves the right to audit your deployment to verify that you have sufficient licenses to match the number of devices being used.

Information in regards of License Part Numbers can be found here

We have had isolated cases of this occurance and I would suggest you contact your Polycom reseller in order to raise a ticket with Polycom support.

We require this in order to verify and track this issue. You may want to mention VESC-4181 as a Polycom reference.

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

Best Regards

Steffen Baier

Polycom Global Services

[Anonymous]

We are currently within the 30 day grace period.  The handsets are being evaluated within a live Lync environment with a view to making them our device of choice for users with full handset requirements.  Unfortunately at this point in time the functionality is somewhat limited as we can't make calls to them in the scenario described.  Have any other customers reported similar issues?

[SteffenBaierUK]

Hello Dan,

yes we have had reports of Customers using UCS 5.0.2 finding this and that is why I mentioned VESC-4181 as a Polycom reference.

You can downgrade to UCS 5.0.1 as this does not show this issue but would like to ask you to raise a ticket via your reseller so we can track this and possibly provide you with a fix if applicable.

The License reminder is just to make users aware that the software is not free if used with LYNC outside the 30 day trial period.

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

Best Regards

Steffen Baier

Polycom Global Services

[Anonymous]

I am in the process of finding out who the reseller was and will raise it with them when I have their information.  In the meantime I have tried 5.0.1 as suggested both the Feb 14 version and the Oct 13 version and both have the same issue.  Is this something Polycom are looking into or should I try a different type of phone as I am wary of running over into the 30 day grace period for the phone and can't recommend purchasing further if we cannot use them in a common area scenario?

Kind regards,

Dan

[SteffenBaierUK]

Hello Dan,

to my knowledge once the account has been accessed you will need to delete it.

Try a different new account and replicate with UCS 5.0.1 instead.

As mentioned above in my replies we are aware of this and have identified and fixed this issue.

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

Best Regards

Steffen Baier

Polycom Global Services

[Anonymous]

I have deleted and recreated common area accounts within Lync but unfortunately cannot even login via the VVX410.  I can login fine when the phone is 'paired' with an account using BToE.  Is there a recommended implementation for using VVX410 and I imagine other models in a common area scenario?  At present I have an 'important' user who can only make calls and not receive them so I am going to have to find an alternative if there isn't a fix pretty sharpish.

Kind regards,

Dan

[SteffenBaierUK]

Hello Dan,

as mentioned, in my initial reply, you will need to bring this to the attention of Polycom support via your Polycom reseller.

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

Best Regards

Steffen Baier

Polycom Global Services