10/19/18 21:33 PM  

Deskphone - Polycom VVX 410 | Unable to park ongoing call when another call comes in

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SummaryWhen on an active call using a Polycom VVX 410 phone and a 2nd call comes in on the same device, the user is unable to park the first call on a park location key. They receive an error message that says, "Call is no longer available to pickup". The first call is placed on hold and the 2nd call is answered automatically.
Details
 

Polycom VVX 410 unable to park an ongoing call when another call comes in


 

Background


When the 2nd call reaches the phone, the phone displays an Initial Call Alert screen. 
 
Sample Image: Initial Call Alert Screen
User-added image

If the 2nd call is not answered after a few seconds, the screen changes into the Call Waiting screen. 
 
Sample Image: Call Waiting Screen
User-added image
 
 

Problem / Actual Behavior


When a 2nd call comes in and the call park soft key is pressed without placing the 1st call on hold, the User hears the message "Call is no longer available to pick up". The 1st call is placed on hold and the 2nd call is answered automatically.

If the User waits long enough until the Initial Call Alert screen goes away and sees the Call Waiting screen for the 2nd call, the User is able to place the 1st call on a park location and answer the 2nd call. 
 
 

Expected Behavior


The 1st call should be parked regardless of when the park location key is pressed while the screen is on the the Initial Call Alert for the 2nd call.

 

Workaround

 
Users can do one of the following:

1. Place the 1st call on hold, then answer the 2nd call manually. Users can then decide which of the 2 calls they want to place into the park location.

2. Wait until the Initial Call Alert screen changes to the Call Waiting screen before trying to place the first call into the park location.

 

Status


The park issue is specific to the Polycom local phone behavior. When the Initial Call Alert reaches the phone, it does not execute the park location function properly. RingCentral's Product team will work with Polycom in order to try and resolve this issue. 

 
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