• ×
    Information
    Windows update impacting certain printer icons and names. Microsoft is working on a solution.
    Click here to learn more
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
  • ×
    Information
    Windows update impacting certain printer icons and names. Microsoft is working on a solution.
    Click here to learn more
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
Guidelines
The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
HP Recommended

Hello, all. Got a bit of strange issue here and looking for some guidance. I've got two Polycom VVX 601 phones on 6.4.3(B) and I've got them provisioned from a Broadworks distribution. On one, using the Device Profile Type that's been set up for the VVX 601 phone, I can't get a Forward Softkey to appear whereas on the other, using the same profile and similar setup (save for normal provisioning details like extension, user, etc.), the Forward Softkey appears and is functional. I've verified the config from both phones that feature.forward.enable, softkey.feature.forward, homeScreen.forward.enable, and feature.enhancedFeatureKeys.enabled are all set to "1". What else could I potentially be missing that would cause the button to work normally on one VVX 601 but not the other? Thank you in advance!

 

Shaun

1 ACCEPTED SOLUTION

Accepted Solutions
HP Recommended

Hello @shaunw ,

 

Welcome to the Poly Community.

Both the communities Must Read First or Read 1st and if available 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.


Unfortunately, your post fell a bit short of the above-explained requirements and we kindly ask you, therefore, to ensure to read these sections and ensure a reply (not Edit!) provides as much detail as possible


Please ensure you familiarise yourself with the FAQs listed in my signature for your convenience.

 

Stating the above the easiest way would be this FAQ:

 

May 05, 2022 Question: How can I compare a working phone to a non-working phone using a Backup?

Resolution: Please check => here <=

 

It could also be down the to account itself aka if this uses DND and CFW sync so try the same account on your non-working phone.

 

The best and quickest way forward is to contact our Support organisation as the community is run by volunteers only.


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

View solution in original post

4 REPLIES 4
HP Recommended

Hello @shaunw ,

 

Welcome to the Poly Community.

Both the communities Must Read First or Read 1st and if available 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.


Unfortunately, your post fell a bit short of the above-explained requirements and we kindly ask you, therefore, to ensure to read these sections and ensure a reply (not Edit!) provides as much detail as possible


Please ensure you familiarise yourself with the FAQs listed in my signature for your convenience.

 

Stating the above the easiest way would be this FAQ:

 

May 05, 2022 Question: How can I compare a working phone to a non-working phone using a Backup?

Resolution: Please check => here <=

 

It could also be down the to account itself aka if this uses DND and CFW sync so try the same account on your non-working phone.

 

The best and quickest way forward is to contact our Support organisation as the community is run by volunteers only.


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. Your answer brought about something I hadn't checked and I found a resolution to my issue.

HP Recommended

Hello @shaunw 

 

it would be super helpful if you share how you fixed this for others running into the same

 

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

Certainly. So, aside from the options that are required to be enabled:

<feature.forward feature.forward.enable="1" />
<softkey.feature softkey.feature.forward="1" />
<homeScreen.forward homeScreen.forward.enable="1" />

There was also an issue in Broadworks where one of our packages (Premium, in our case, which has all available services that Broadworks offers) was not accepting of the Forward feature despite it being listed in the Services. So, creating a new one that offered some typical VoIP services (i.e. CFWD, DND, Call Waiting, Call Transfer, etc.) as well as the Broadworks integration services for Polycom, then assigning it to the User that didn't have the Forward button, resolved the issue. No clue as to why, but it's pointing towards a Broadworks issue and not a Polycom issue at this point, so I've opened a ticket with our Broadworks instance provider.

† 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>.