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cglassy3135 asked mike commented

After last week's Firmware update, Polycom VVX500 Phone stuck as "BUSY"

After recent firmware update Polycom VVX500 now stuck as "BUSY" when viewed via the HUD from my desktop. This line is reported to be now auto-routing to VM even though no Mobile or Desktop App in use on that line where the BUSY setting can be set. The phone handset is not on DND. The phone already been unplugged and reset.  No VM routing instructions are in place in the portal for that line.   We have even tried provisioning a replacement phone and the line is still STUCK.  This is the second VVX500 phone we have had this week with this issue. Both phones were purchased from RC 06-23-2016.
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mike answered
Hi Cecile,   I found one other report of this.  You can try this if you wish, or open a support case if you need help.   The fix was to.....

 create a new extension for the user and assign the desk phone there. If this fixed the issue, we can reassign the phone back to the original extension
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cglassy3135 answered
Thanks  I have opened a support case, after we provisioned a replacement phone and the line is still "stuck"  on BUSY and routing direct to VM.  We'll see what they can do about it. 
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cglassy3135 answered mike commented
The workaround you suggested Mike did not work.
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mike avatar image mike commented ·
OK   perfect!  Thank you for the update!

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