Polycom Warm and Cold Transfer button

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arias3207 asked Jul 1, '16 mike commented Sep 16, '16

Polycom Warm and Cold Transfer button

No more Blind transfer button after hitting Transfer with the new version for Polycom VVX 410, please bring it back. The only way to do Blind transfers is to long press Transfer during the call - choose Blind - and then hit select key before entering the extension which is very cumbersome.

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Answer 1 · 2016-07-01T17:26:16Z

jeremy-miller1815 answered Jul 1, '16

Changing the default behavior type doesn't help when you do a transfer to voicemail. When you hit the transfer button you now have to long-press the Polycom transfer button (not softkey) to bring up an option to select the blind transfer WITHOUT having to change the default transfer type. Hope this helps! It doesn't look hopeful that RC will be bringing back the Blind Transfer softkey. I am not happy about this either. Good luck!

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Answer 2 · 2016-07-01T17:35:27Z

arias3207 answered Jul 1, '16

Unfortunately in our case, changing the default transfer type to Blind isn't really the option we're looking at because we also would want to do warm transfers. So choosing between the two using the menu is an extra step whereas the Blind button was very convenient.

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Answer 3 · 2016-07-01T17:43:07Z

nathan-malone1532 answered Jul 1, '16 jeremy-miller1815 commented Jul 2, '16

Hello Arias,

You can change the default action of the transfer button so that one press will initiate a Blind transfer. You will still have the option to do a warm transfer, you will just have to hold the button down and select Warm.

You can change this option on the phone by selecting the menu button, selecting basic, selecting preferences, then scrolling down to the bottom of screen will show you the default transfer type.

You can also do a transfer through a presence key on your phone by simply pressing it while on the phone. It immediately does a blind transfer to the extension you pressed.

Sorry for any inconvenience this may have caused.

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arias3207 commented · Jul 01, 2016 at 05:59 PM

Yeah, this works!

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jeremy-miller1815 commented · Jul 02, 2016 at 12:18 PM

The problem with this is that our receptionist does a warm transfer on nearly all calls so by changing the default she now can no longer just hit the button on the sidecar to do a warm transfer. Before the blind button was removed it was much more efficient.

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Answer 4 · 2016-07-07T20:37:46Z

kmay6354 answered Jul 7, '16 kmay6354 commented Nov 27, '17

It seems the latest, latest update for us has removed the setting to change the default transfer type. Any suggestions?!

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mike commented · Jul 07, 2016 at 08:40 PM

Hello KMAY,

There's a related topic here: Deskphone: How to warm and cold transfer on Polycom phones?

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kmay6354 commented · Jul 07, 2016 at 09:07 PM

I was not confused about the instructions. We initially adjusted our phones to have the default setting of blind transfer.

However, just a couple of days ago, our phones "updated" and now option 10 default transfer is not an option under Basic/Preferences

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Answer 5 · 2016-07-07T20:59:27Z

mike answered Jul 7, '16

This reply was created from a merged topic originally titled Deskphone: How to warm and cold transfer on Polycom phones?. A recent upgrade now allows Polycom desk phones to perform both warm, and cold transfers. By default, the transfer key will initiate a warm transfer when pressed (short press). If a blind transfer is desired, the user must hold down the transfer key for a second or two, then select the appropriate action.

If you would like to change the behavior/default of the transfer button, you can do so under: Setting/Basic/Preferences/Default transfer Type

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Answer 6 · 2016-07-07T21:42:32Z

bjsvec answered Jul 7, '16

I discovered yesterday this firmware was pulled and now we are rolled back to 4.1.8 so that problem is temporarily solved. However, now the issue that 5.4.2 fixed is broken again. So it goes..

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Answer 7 · 2016-07-07T22:06:10Z

mike answered Jul 7, '16

Brandon is correct. The firmware has been rolled back. If you've reprogrammed the transfer button with the instructions above, and then reboot your phone, it will rollback the software so the transfer button will work the same as it did previously. I don't have an ETA yet as to when they'll move it forward again, but we'll update this thread when we have more info. Sorry for any confusion this may cause.

Mike

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Answer 8 · 2016-09-12T17:24:44Z

brennskag3004 answered Sep 12, '16 mike commented Nov 27, '17

OK. I am glad this firmware update was rolled back! It makes much more logical sense to have a soft button for a blind transfer instead of the extra steps required under the new firmware to do a blind transfer. Now the problem is how do I get my firmware 'rolled back'? I have unplugged the power cord and rebooted to no avail. It has not rolled back.

Joe

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mike commented · Sep 12, 2016 at 10:34 PM

Sorry for any confusion here, over the last few months, the Polycom software was updated, then rolled back due to problems, and recently updated again. As of now the firmware version on our registration server is 5.4.2.6722. For any Polycom phones that are rebooted now, they will automatically download and install this version. Details are on this page: Polycom Phone Firmware Update (VVX Model)

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Answer 9 · 2016-09-12T19:02:40Z

slicktop2518 answered Sep 12, '16

Unfortunately in this version, it is more difficult for the user to make a "Consultative" transfer if the default is changed to "Blind", or to make a "Blind" transfer if the default is "Consultative". The user has to press and hold the transfer button to display the list of "Blind" and "Consultative", then change to "Consultative" or "Blind" and complete the rest of the transfer process. In the old version, when simply pressing the "Transfer" button, Consultative was the default, but the "Blind" option appeared on screen. Now no matter which option is chosen as default in preferences, the other option is not automatically displayed on the screen.

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Answer 10 · 2016-09-14T20:21:50Z

jamie-martyn1376 answered Sep 14, '16 mike commented Nov 27, '17

This issue was "fixed" ie. the blind transfer button came back for awhile, but it has since been removed again. Nothing like making the user experience poorer. Why remove the blind transfer button? Maybe if they explained what the UX benefit was we could understand?

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slicktop2518 commented · Sep 14, 2016 at 09:00 PM

Version 5.4 was released for a short time which would have removed the "Blind" softkey. There were problems with that release when originally pushed out, so it was reversed back to 4.18 which had the "Blind" option as a softkey. The new 5.4 which is now current, has removed the "Blind" softkey, but allows you to choose whether you want "Blind" or "Consultative" as the default. It is set to "Consultative" by default as it was previously. You have to press and hold (long press) the transfer button or softkey and then you can select "Blind" as the transfer type for that call. If you want to change the default transfer type to "Blind", you need to go to "Settings/Basic/Preferences/Default Transfer Type". This does mean that if you want to make a "Consultative" transfer, you will have to do a long press on the Transfer button or softkey and choose it. Would have been much better if they would have just made the long press be the alternate type, or made the alternate softkey.

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jamie-martyn1376 commented · Sep 14, 2016 at 09:09 PM

It would have been best if they just left the blind key as it was. Everything worked wonderfully till some programmer decided to make the change with no thought for the end user. UX rant over.

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mike commented · Sep 16, 2016 at 07:43 PM

Slicktop, thanks for sharing/explaining to everyone.

Since there are some older posts here that may confuse users, I'm going to merge this into the Thread explaining the firmware update.

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