Polycom SIP 330: Calls not transferring

smiley_face400

I am working in an office with Polycom Soundpoint IP 330 phones and one of them (the main reception phone) will not transfer. When someone (phone A) calls in and speaks to me (phone then asks to speak to another member of staff (phone C). I call phone C and ask them if they are available/do they want to talk to phone A then attempt to transfer the call. Only instead of the transfer going through the caller remains on hold on my phone. We are running software version 3.1.4.0061 and have replaced the faulty handset and cable several times so it is not the hardware.

Can anyone offer me any solutions please?

Xantia

What type of telephone system are you using?

domeld

Are You using Asterisk?
If yes what is a console output?

smiley_face400

I have no idea what we're using. Have asked the manager about what software we're using and she says it's the same as on all the phones except they all transfer and the reception phone doesn't. I'll try and get more out of her later. The phone's been replaced a couple of times to no avail so I'm wondering if it might be a cabling problem

Xantia

No not a cabling problem.
Phone could be set incorrectly.
Have a look at 'recall timers' or Timed Break Recall timers on a working phone and then on the non working phone.

smiley_face400

Manager has no idea on systems. Apparantly that was all set up by an IT person and as an NGO they can't afford to keep calling him in. Is there a way on the phone that I can check what system we're using, console output etc.. I've been looking online on how to find them but haven't found anything yet

Xantia

Great !
It looks like you just got promoted to be the IT guy....

Here is a User Guidefor that phone

Here is a Guideto setting it up on a 3CX system which is similar to the phone system you probably have.

If you can check / log on and check to see what settings are in the working phone (the phone that can transfer) then see what differences are in the reception phone.

Can you just ring the IT person for advice/assistance?

Xantia

If all else fails you could forward the calls to a working phone until you can get expert assistance.

smiley_face400

If the call doesn't get answered on the phone that's not working it bounces to the manager's phone which is on her desk beside me. It just means I have to jump up and answer her phone which isn't that much of a bother but is disruptive when she's trying to work. Unfortunately the phone cord doesn't stretch far enough to be put on my desk and I've already had a near faceplant tripping over the wires to get to the thing in the first place

Xantia

You should have a 'call pickup' facility whereby you can take the call by dialling a code on your phone or by pressing a button

Xantia

Also you can buy cords at most shops now
Dunnes, Tesco, Maplin or online.
Examine the existing cord and get a replacement at one of those places.
Good Luck...

smiley_face400

Xantia wrote: »

You should have a 'call pickup' facility whereby you can take the call by dialling a code on your phone or by pressing a button

We do have that option but then I can't transfer from my phone while I can from the manager's.

Sorry I don't have much information on the technical aspects. I'm not an IT/Communications specialist and the phone system was set up when the crowd I work for were sharing the office with another company so it's difficult to find out where the problem lies

Xantia

You should make out a full list of problems that you know about and get the IT person back in.
Either that or give up on taking phone calls.
When the IT person is in ask them for a 'run down' on the features and usage of all the phones.
Explain what you want as well.

smiley_face400

Magnet, who supplied the phones have been contacted about the problem (again!!). Don't know if they'll send someone out or just send us instructions on how to fix (again). Sorry I haven't been of more use with trying to pinpoint the problem but thank's for all your help

Mr. G

If its magnet that is the provider, usually they use the data network to connect to their service remotely. Its up to them to sort it and their system works off asterisk (usually has a female american voiceover). Could you try plugging out the phone and plugging it back in again and get it to download the config file from the server?

Try ## or *2 to do a transfer and see if you hear "Transfer" and a dial tone. If that fails get them to replace that reception phone that can't transfer as it looks like that is causing the problem.

smiley_face400

Mr. G wrote: »

If its magnet that is the provider, usually they use the data network to connect to their service remotely. Its up to them to sort it and their system works off asterisk (usually has a female american voiceover). Could you try plugging out the phone and plugging it back in again and get it to download the config file from the server?

Try ## or *2 to do a transfer and see if you hear "Transfer" and a dial tone. If that fails get them to replace that reception phone that can't transfer as it looks like that is causing the problem.

Yes, the voiceover is an american female so sounds like it is asterisk we're using. We have emailed Magnet now as it is clear there is nothing we can do here to get it fixed. Do you think reformatting the phone would work? It has already been replaced a couple of times.

Mr. G

smiley_face400 wrote: »

Yes, the voiceover is an american female so sounds like it is asterisk we're using. We have emailed Magnet now as it is clear there is nothing we can do here to get it fixed. Do you think reformatting the phone would work? It has already been replaced a couple of times.

It's asterisk then (cheesy voice too!).

If you reset the phone it might loose its configuration settings, I'm not sure if the phone pulls configuration from a provisioning server or if it manually configured. Magnet should fix this, it's their system. Try updating the firmware on the phone, then reconfigure the phone. It's only a username, password, server address etc that magnet can give you over the phone. That should fix it.

Would magnet not just give you a new phone altogether, seemingly as the one you have is banjaxed?

smiley_face400

OK, just plugged the phone out and back in again. It tried to download the latest configuration settings then displayed a message to say it couldn't and would continue start up with the existing settings so there is a disconnect occurring somewhere. I've tried to follow the cables but they're under the carpet so not really possible.

Magnet says the phones we have have been discontinued so we would have to update all the phones which we can't afford

Mr. G

smiley_face400 wrote: »

OK, just plugged the phone out and back in again. It tried to download the latest configuration settings then displayed a message to say it couldn't and would continue start up with the existing settings so there is a disconnect occurring somewhere. I've tried to follow the cables but they're under the carpet so not really possible.

The network cables will go towards a rack room (if you have one) or whereever your internet router is in the building. Yes you're right there, it may not be setup 100% right

smiley_face400 wrote: »

Magnet says the phones we have have been discontinued so we would have to update all the phones which we can't afford

No that's bull. You only have to replace the phone you have that doesn't work right. They all work using SIP and connect to an asterisk system so you could have phones of all different brands working in the system. The phone may be discontinued but that doesn't stop it from working.

smiley_face400

Mr. G wrote: »

No that's bull. You only have to replace the phone you have that doesn't work right. They all work using SIP and connect to an asterisk system so you could have phones of all different brands working in the system. The phone may be discontinued but that doesn't stop it from working.

I figured as much, came off as a sales gimmick

zg3409

Tell them you are switching if they do not fix the problem. If it is not the phone, as it seems not to be, it may be a configuration problem.

domeld

It's very hard deal with Magnet. Problem may be on their PBX phone may be ok. Do You have login and password to panel where You can manage Your PBX?

smiley_face400

domeld wrote: »

It's very hard deal with Magnet. Problem may be on their PBX phone may be ok. Do You have login and password to panel where You can manage Your PBX?

I don't and no one in the office does either. We just took over the old phone system from the crowd who were here before and no one knows where the details are

smiley_face400

OK, so apparently the phone that's not working is attached to a different IP and switch from the last set up. Our IT person has said to plug theses cables out of the net gear they're in an plug them into the other one. Only problem is, we have about 4 different things that all the phones are plugged into and they're not labelled so can't tell which ones are which and if we plug one thing out we may bring down the whole phone network. Time to call the IT guy in methinks