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CX600 phones - not able to transfer calls RRS feed

  • Question

  • Hi,

    An odd thing keeps happening with a few CX600s. When a user is on a call, sometimes they have the "transfer" option that appears under the menu button on the Cx600. But after a few calls handled, the option to transfer disappears. When you press "menu", all you see is "help" - the transfer and conference options are gone.

    During one of these calls, users can use the tethered Lync client to perform the transfers just fine. It's only through the CX600 interface that they have the problem. If I reboot the phone, the users are able to do the transfers again for a while. Anyone else see this?

    Regards,

    Matt


    Matt McGillen, PointBridge - https://blogs.pointbridge.com/Blogs/mcgillen_matt/default.aspx
    Wednesday, December 22, 2010 7:29 PM

Answers

  • If the Phone Lock option in Lync is disabled in the Device Configuration then this unintended behavior is seen.  The devices are actually still attempting to lock themselves, hence the missing Menu options.

    This is a bug in the current Aries software and has been identified by Microsoft support to be fixed in a future update.

    The suggested work-around in the meantime is to not disable the Phone Lock option.  (The maximum allowed time-out which can be set is 1 hour.)


    Jeff Schertz, Microsoft Solutions Architect - Polycom | MVP | MCITP: Enterprise Messaging | MCTS: OCS
    • Marked as answer by mmcgille Thursday, December 30, 2010 9:57 PM
    Wednesday, December 29, 2010 8:34 PM
  • This has been resolved in the recent CU2 update: http://support.microsoft.com/kb/2517681
    Jeff Schertz, Microsoft Solutions Architect - Polycom | MVP | MCITP: Enterprise Messaging | MCTS: OCS
    Friday, April 8, 2011 7:09 PM

All replies

  • Did not test this but this sounds like a bug in the Cx600 firmware. Do you have the latest firmware installed on these devices?
    Technical Specialist Microsoft OCS & UC Voice Specialisation - http://www.uwictpartner.be
    If you think my post is the answer to your question, please mark it as answer so future visitors can easily find it.
    Thursday, December 23, 2010 12:28 PM
  • Hi - good idea - I'll doublecheck the firmware. This does seem  like a bug. I'll test and let you know.

    Regards,

    Matt

     


    Matt McGillen, PointBridge - https://blogs.pointbridge.com/Blogs/mcgillen_matt/default.aspx
    Thursday, December 23, 2010 1:35 PM
  • Upgraded the firmware on the CX600s and the issue is still happening. Maybe time to open a ticket.

    Matt


    Matt McGillen, PointBridge - https://blogs.pointbridge.com/Blogs/mcgillen_matt/default.aspx
    Wednesday, December 29, 2010 7:47 PM
  • If the Phone Lock option in Lync is disabled in the Device Configuration then this unintended behavior is seen.  The devices are actually still attempting to lock themselves, hence the missing Menu options.

    This is a bug in the current Aries software and has been identified by Microsoft support to be fixed in a future update.

    The suggested work-around in the meantime is to not disable the Phone Lock option.  (The maximum allowed time-out which can be set is 1 hour.)


    Jeff Schertz, Microsoft Solutions Architect - Polycom | MVP | MCITP: Enterprise Messaging | MCTS: OCS
    • Marked as answer by mmcgille Thursday, December 30, 2010 9:57 PM
    Wednesday, December 29, 2010 8:34 PM
  • thanks!  we were having the same issue and this resolved it!
    Thursday, December 30, 2010 2:43 PM
  • Issue appears to be resolved with the latest polycom firmware.  I loaded in version 4.0.7577.107 and the issue has not repeated.
    Friday, February 4, 2011 2:46 PM
  • I have 4.0.7577.107 and still experience the issue. Any update on this?
    Jacob.
    Thursday, March 17, 2011 4:23 AM
  • I don't beleive this fix was included in CU1 (7577.107) as it is slated to be included in CU2 coming this quarter.
    Jeff Schertz, Microsoft Solutions Architect - Polycom | MVP | MCITP: Enterprise Messaging | MCTS: OCS
    Thursday, March 17, 2011 12:34 PM
  • This has been resolved in the recent CU2 update: http://support.microsoft.com/kb/2517681
    Jeff Schertz, Microsoft Solutions Architect - Polycom | MVP | MCITP: Enterprise Messaging | MCTS: OCS
    Friday, April 8, 2011 7:09 PM