911 Calls fail on VVX/CX


911 Calls fail on VVX/CX

We have Polycom VVX and CX 5500 phones that cannot dial 911.  We use Lync for dialing plans which adds a + to 3 digit calls.  What is odd is dialing 411 works, just not 911.  Also the CX600 phones work fine calling 911, the + is added.  It appears it is something wrong with the configuration of the UC software.  We currently do not have dialing plans defined in the phone configuration file because Lync is handling it.   This works for everything except calling 911 on the VVX and CX5500 UC phones. 

Any advice is appreciated.  Thanks

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Polycom Employee & Community Manager

Re: 911 Calls fail on VVX/CX

Hello RonR,

welcome back to the Polycom Community.


You post has been moved to the right section

Again it is always useful to include the currently used UC Software version as issues experienced or a question asked may already be addressed in a newer release.

This also allows yourself and others to check against current software release notes, Administrator Guides or FAQ post’s.

The above is also stated in the "Read First"

In addition the "normal" VoIP FAQ contains this post here:


Oct 7, 2011 Question: Phone unable to Dial a number when Off Hook or on 2nd Call in a Conference or Digitmap issues

Resolution: Please check => here <=

The above will allow you to use logs on how to troubleshoot this.


If this fails please work with your Polycom reseller on getting support.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services


If official support is required please check how to phone or open a case here

The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.


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Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
Please also ensure you always check the VoIP , Video Endpoint , Microsoft Voice , PSTN or other FAQ's in the different sections
Message 2 of 2