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Polycom cx500 pickup handset not always registering RRS feed

  • Question

  • Not sure if this a hardware issue, one of our polycom cx500's started doing this recently when the user picks up the handset to answer a call it doesn't register then they'll have to hit answer and it will go to speaker monitor and they try to switch to the receiver it will hang up since it thinks the receiver is still in the hang up position, tried resetting and clearing user data and a factory reset, still having the same issue, just wanted to see if anyone here has experienced this issue and if they had a fix. To me it seems it's a hardware malfunction with the hangup button not registering a pickup. Any thoughts?
    Wednesday, October 17, 2012 3:31 PM

Answers

  • Hi,Ben,

    Did you change another headset for this CX500 phone to see if it works?

    Have you changed another worked CX500 to this location instead and see if it works for this user?This will narrow down if there is something wrong with the user configuration

    Have you changed this non-working CX500 to another location to see if it works for another users?This will narrow down if the CX500 phone device cause the problem.

    In addition,you also can enable device logging on the CX500 and copy it to Lync server logging then analyze it with Snooper to find out if there are some problems.Also please make sure you have install the latest CU and firmware for this CX500 phone.

    Regards,

    Sharon


    Sharon Shen

    TechNet Community Support

    ************************************************************************************************************************

    Please remember to click “Mark as Answer” on the post that helps you, and to click “Unmark as Answer” if a marked post does not actually answer your question.

    • Proposed as answer by Sharon.Shen Friday, November 2, 2012 1:59 AM
    • Marked as answer by Sharon.Shen Tuesday, November 6, 2012 2:15 AM
    Thursday, October 18, 2012 9:41 AM

All replies

  • Did you update the CX500 with the latest CU ?

    Cheers


    If a post is helpful, please take a second to hit the green arrow on the left, or mark as answer, thanks.


    Jean-Philippe Breton | Senior Microsoft Consultant | MCTS, MCITP, MCT, Lync MVP

    Wednesday, October 17, 2012 4:24 PM
  • Hi,Ben,

    Did you change another headset for this CX500 phone to see if it works?

    Have you changed another worked CX500 to this location instead and see if it works for this user?This will narrow down if there is something wrong with the user configuration

    Have you changed this non-working CX500 to another location to see if it works for another users?This will narrow down if the CX500 phone device cause the problem.

    In addition,you also can enable device logging on the CX500 and copy it to Lync server logging then analyze it with Snooper to find out if there are some problems.Also please make sure you have install the latest CU and firmware for this CX500 phone.

    Regards,

    Sharon


    Sharon Shen

    TechNet Community Support

    ************************************************************************************************************************

    Please remember to click “Mark as Answer” on the post that helps you, and to click “Unmark as Answer” if a marked post does not actually answer your question.

    • Proposed as answer by Sharon.Shen Friday, November 2, 2012 1:59 AM
    • Marked as answer by Sharon.Shen Tuesday, November 6, 2012 2:15 AM
    Thursday, October 18, 2012 9:41 AM