Needing to reboot Poly e350 phones in order for HO...

Peggy77 · ‎2024-08-27

We have the same extension on 3 Poly Edge e350 phones. Frequently, we are unable to retrieve a call that is on HOLD on another phone with the same extension without rebooting the phone. Since these phones are located in our Public Safety area, rebooting the phone can be problematic. Call Park is not an option since you need to enter a 3 digit code to retrieve the call and every second counts when answering an emergency call. Phones are on version 8.2.1.0820.

Has anyone else encountered this problem?

Eliot · ‎2024-08-28

hi peggy77,

First, I would suggest opening a zoom support ticket and a hp/poly support ticket.

Second, check to see if you have or have not enabled shared line privacy mode. "Account owners and admins can enable a privacy feature for shared line groups or shared line appearance (call delegation). This allows shared line group and shared line appearance members to lock the call, which prevents others from picking up a held call, listening, whispering, barging, or taking over the call."

Third, Please describe your setup especially what zoom phone features you are using to permit the same extension on three e350 phones.

Enabling or disabling shared lines privacy mode

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0067654

Using shared line groups

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0068068

Changing shared line group settings

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0066890

Setting up nomadic emergency services

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0062169

Supported desk phone features

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0061373

Using call delegation (desk phones)