What’s Up with Shared Line Appearance and Polycom Phones?
Recently, VoIP Supply had a technical support case dealing with SLA or Shared Line Appearance functionality. More specifically, the case dealt with a Polycom Soundpoint IP Phone. When I first opened the case, I was aware that the “shared” line option was available on the Polycom phones. This option is “plain as day” on the Web GUI Line tabs. Simply select the “shared” radio button on the two Polycom phones you would like to share and voila, right?…wrong!!!! SLA is considered a “server side” or IP PBX function, the phones can support only what is being pushed to them.
Hmm, ok, let’s try SLA on a couple of platforms with a variety of phones. I’ll try trixbox CE, Switchvox SMB, and Elastix running Free PBX for platforms and Polycom, Grandstream, and Linksys phones for endpoints. Here are my findings per platform and endpoint, wait actually we can simplify this to one statement: Polycom SLA didn’t work on any of these platforms while Grandstream and Linksys worked flawlessly. Polycom phones would register and display the “shared” icon look on the phone display, but all I got was busy signal when attempting to make a call.
Here is what I don’t understand, what’s the trick to get these Polycom phones to share a line on any of these platforms? I even engaged Polycom tech support, (not bashing these guys, they do one heck of a job) but they claim their phones have been tested with SLA to work on BroadSoft and Sylantro systems. What if I’m not using these systems? Do I turn to the IP PBX manufacturer? Trixbox? Switchvox? Elastix? Will they modify their systems to get this to work? I know plenty of others are having the same issues, I’ve read about them on the forums out there. What needs to be done about this?
I’m not calling out Polycom, in my mind their phones are “top of the line,” but when I first took this case, I thought to myself “hmm this will be an easy one,” I’ll never think those thoughts again. What is portrayed to be an easy one-button click in reality is causing nightmares for users who would like to take advantage of this feature.
I’d first like to ask anyone who has read this post, to comment on whether or not they have performed this function, desiring to explore this functionality, or simply gave up because you couldn’t get it to work. Share your thoughts on the topic as well what system you are using, and what you have done to your Polycom phones to get this function to work.
Maybe something needs to be done? When I have a problem, I first dig myself deep into hands-on testing, and if I can’t solve it, then I turn to assistance from the manufacturer, but what happens when you don’t get an answer that solves the problem?
Please share your thoughts, feelings, and experience with this subject. It has been weighing on me for two weeks now. Phew.