3CX Polycom phone cannot answer calls

[medric]

I'm currently using V15.5 and setup my Polycom IP 7000 phone to register to my 3CX PBX. I'm able to call out fine and receive incoming calls but I'm not able to answer/pickup the call that's incoming. Everything else works fine except the answer button and speaker button is disabled on incoming calls. Do you know what the issue is?
i can make calls out but i can not answer calls in. Wire shark will not help this is not a wireshark issue. this extension works on my laptop with the client and the ios app but on the polycom phone it does allow me to answer any calls

 

[leejor]

Is the set local to the 3CX server? Is the firmware, on the phone, up-to-date? Was this set working previously / on another system?

 

[medric]

Is the set local to the 3CX server? Is the firmware, on the phone, up-to-date? Was this set working previously / on another system?

It is set to local 3CX firmware is updated it did not work before update and still does not work after

 

[leejor]

Could there be a pre-existing trouble with the phone? It wasn't a garage-sale "find", was it?

 

[medric]

Could there be a pre-existing trouble with the phone? It wasn't a garage-sale "find", was it?

I think this is an issue, this phone is factory refurbished the answer button option does not work but silence does... the button works cause when not in a call its the new call option that works when pressed. there must be a setting for that option answer

here is someone else
https://www.3cx.com/community/threads/polycom-ip331-incoming-rings-but-cannot-answer-call.52304/

 

[nb]

I think this is an issue, this phone is factory refurbished the answer button option does not work but silence does... the button works cause when not in a call its the new call option that works when pressed. there must be a setting for that option answer

here is someone else
https://www.3cx.com/community/threads/polycom-ip331-incoming-rings-but-cannot-answer-call.52304/

Probably the answer button is stuck inside.
Something you should have mentioned from the very beginning - or not post this at all.
I mean a phone can betray you yes - and it can look perfectly well from the outside and still give you nightmares
Let alone one with answer button stuck when idle..
Mute and Answer are 2 completely different actions, and call different functions. It's like comparing a car indicator / tip or horn.

 

[medric]

Probably the answer button is stuck inside.
Something you should have mentioned from the very beginning - or not post this at all.
I mean a phone can betray you yes - and it can look perfectly well from the outside and still give you nightmares
Let alone one with answer button stuck when idle..
Mute and Answer are 2 completely different actions, and call different functions. It's like comparing a car indicator / tip or horn.

If you would like to be rude that is your prerogative however i did mention that the button works in idle mode that button is set for new call and once pressed brings up the option but when a call is incoming that same button position is set to answer but pressing it does nothing so to me that means its an mapping issue where answer is not a valid option or missed mapped. Can someone for 3CX help or someone with an polycom IP conference phone.

 

[NickD_3CX]

I couldn't really say why this is happening in your case, but because I have seen this mentioned before by a some other users before, I put it to the test just to make sure there was nothing in the template that could be causing this:


I couldn't replicate it in our lab with the same phone. For the record, it was on a V15.5 SP4 using default template and firmware, provisioned as per this guide.

How about you try the "Answer" button that is above the Green button, which is on the left of the display?

Hope this helps, at least to maybe rule out something as being the fault.

 

[leejor]

Just to confirm...

it is the Answer "soft" key that you are using?

From the manual...
To answer an incoming call:
>>
Press the Answer soft key. (If you already have a call, press the Down
scroll key to select the new call, and then press the Answer soft key.)
If you were already in a call, a conference is automatically created between
yourself, the existing call, and the call you answer

 

[nb]

Yes good question - is the hard key the problem or the soft key??

 

[nb]

And if you have a broken button, can you be clear about it? Otherwise you send people on a wild goose chase. We cannot invest time on a refurbished phone and I don't like people misguiding other users on the forum that genuinely want to help.

if you have a hardware fault - you must to go to the manufacturer.

you need to be more transparent when you open support tickets. And if the button is broken, or not working, don't call it disabled or something else.

Also it would be good to mention if the button is the physical button or a soft key.

 

[medric]

Yes good question - is the hard key the problem or the soft key??

well its a physical key but the options changes based on mode (out going vs in coming vs already in a call)

 

[medric]

I couldn't really say why this is happening in your case, but because I have seen this mentioned before by a some other users before, I put it to the test just to make sure there was nothing in the template that could be causing this:
View attachment 7706

I couldn't replicate it in our lab with the same phone. For the record, it was on a V15.5 SP4 using default template and firmware, provisioned as per this guide.

How about you try the "Answer" button that is above the Green button, which is on the left of the display?

Hope this helps, at least to maybe rule out something as being the fault.

i can try again and i hit all buttons and no button answers the call. i have to wait until the call timesout

 

[medric]

i will reset and upload the config again and see if that works. I will post after I do it for others in my situations so they will know what the fix is

 

[YiannisH_3CX]

Please let us know if a solution is found or if further assistance is needed.