AltiGen comm MAXCS 80 CU1 Polycom RealPresence Group 500 Configuration Guide for MaxCS

							 
Polycom Configuration Guide   Page 51 of 52 
Transfers 
 On VVX 300 and 400 phones, the Transfer and Hold softkeys have been disabled to free up space on 
the display. Users must press the phone’s physical buttons to perform those tasks. 
 =f the Polycom phone’s extension does not have the forwarding option enabled, if the user tries to 
transfer a call, the transfer will fail and a message will appear on the Polycom phone. 
Conference 
 If a Polycom user places a conference call on hold and then all other participants drop off of the con-
ference, the Polycom user will still have a “:old Conference” MaxAgent record. This hold entry will be 
cleared once the Polycom user makes or receives another call.  
 When a user initiates a conference call using a Polycom phone, sometimes the packet loss counter 
increases when there is actually no packet loss. 
 If the conference initiator hangs up the call and there are only two parties left on the conference call, 
then the call reverts to a direct call.  
However, if the conference initiator is one of the two remaining callers, the call will remain a 
conference call. In this scenario, neither party can transfer the call to another party. If the conference 
initiator wants to transfer the call, the initiator must conference in the other party and then drop off. 
 =f a Polycom user tries to conference someone but the call is switched to the person’s voicemail 
mailbox, the user should not press Conference. If the user does this twice, the first call will drop.  
MaxAgent 
 Agents using the Advanced Feature “Auto Answer” with MaxAgent may experience an additional few 
seconds of delay before the call is answered. 
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: 
 You may request technical support on AltiGen’s Partner web site, at https://partner.altigen.com. Open a case 
on this site. A Technical Support representative will respond within one business day. 
 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.   
						

							 
Polycom Configuration Guide   Page 52 of 52 
Please be ready to supply the following information: 
 Partner ID 
 AltiGen Certified Engineer ID 
 Product serial number 
 MAXCS version number 
 Number and types of boards in the system 
 Server model 
 The telephone number where you can be reached