Altigen technical support – AltiGen MAXCS 7.5 Polycom Configuration Guide User Manual
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Polycom Configuration Guide
Page 23 of 24
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Polycom phones work differently with Global extensions than AltiGen IP phones. Specifically, you cannot
set a Global extension as a BLF softkey for a Polycom phone; the phone will not show any status updates.
In addition, when a Polycom user transfers a call to a Global extension, the caller ID is not sent.
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If a Polycom user places a conference call on hold and then all other participants drop off of the
conference, the Polycom user will still have a “Hold Conference” MaxAgent record. This hold entry will be
cleared once the Polycom user makes or receives another call.
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In some cases, if you change a BLF softkey setting on a Polycom phone, the phone may reboot twice.
There may be a slight delay between these two reboots. If a call comes in between reboots, the agent can
answer the phone and talk as needed; the phone will do the second reboot after the call disconnects.
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If a Polycom VVX user is navigating through the screens (in other words, they are not on the Home screen
that shows the BLF and LP keys) when a BLF or Line Park rings, and if their extension does not have the
Splash screen feature enabled, then the Polycom phone will not show the BLF ringing status, and
therefore, the call cannot be picked up.
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When a user clicks a line park slot on the client when the Ring Splash for the parked call appears,
occasionally the line parked call cannot be picked up. The user can press the Pick Up button on the
Polycom phone, or click the Line Park slot after the Ring Splash disappears, to pick up the call.
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When a user parks a call in a line park slot, no announcement will be played.
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With a Polycom user who has Message call waiting enabled, if the user is in the voicemail system when a
SIP Trunk call comes in, then the call will follow the RNA handling rules.
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When a user initiates a conference call using a Polycom phone, sometimes the packet loss counter
increases when there is actually no packet loss.
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When a Polycom user is making an outbound call and the phone is in a ringback state, if a trunk call rings
that extension then the call will go to the call waiting queue immediately.
AltiGen Technical Support
AltiGen provides technical support to Authorized AltiGen Partners and distributors only. End user customers,
please contact your Authorized AltiGen Partner for technical support.
Authorized AltiGen Partners and distributors may contact AltiGen technical support by the following methods:
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You may request technical support on AltiGen’s Partner web site, a
en a
case on this site. A Technical Support representative will respond within one business day.
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Call 888-ALTIGEN, option 5, or 408-597-9000, option 5, and follow the prompts. Your call will be answered
by one of AltiGen’s Technical Support Representatives or routed to the Technical Support Message Center
if no one is available to answer your call.
Technical support hours are 5:00 a.m. to 5:00 p.m., PT, Monday through Friday, except holidays.
If all representatives are busy, your call will be returned in the order it was received, within four hours under
normal circumstances. Outside of AltiGen business hours, only urgent calls will be returned on the same day
(within one hour). Non-urgent calls will be returned on the next business day.
Please be ready to supply the following information:
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Partner ID
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AltiGen Certified Engineer ID
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Product serial number