Re: No ringing tone from VVX phone

Enrico · ‎10-12-2017

Hello,

we have the following deployment:

Lync 2013

Polycom phones (VVX various models, CX600, Trio and CX5500)

Sonus Gateway

When a VVX phone or CX5500 call a lync user with sim ring to an external number, the VVX phone doesn't play the ringing tone, just silence.

We don't have the issue with Trio and CX600, they work correctly.

VVX version:

UC Software Version 5.5.2.8571

Updater Version 5.7.2.21547

Thanks.

Regards.

SteffenBaierUK · ‎10-12-2017

Hello enrico,

welcome back to the Polycom community.

Some or a couple of your old post(s) => here <= are still open / pending as you have not marked these as "Accept as a solution" or at least provided some form of feedback or answer.

If they are in this state nobody finding them via a community search will know if an answer or advice provided was useful and has maybe helped you.

Could you therefore kindly go over them and mark or answer as appropriate ?

If they are marked as "Accept as a solution" other users can find these easier and it helps them to utilise the community more efficiently.

For your new issue we should also know the Trio Software Version and the CX Phone software and what CX5500 version?

In addition have you tested this against VVX UC Software 5.5.3 or 5.6.0 ?

If this still fails you need to open a service ticket.

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you. End Customers are usually unable to open a ticket directly with Polycom support.

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom device from.

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.

----------------

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. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Karthik Sivaram · ‎10-12-2017

hi Enrico,

Just out of curiosity is the PSTN user not getting the ringback tone from the VVX or the VVX isn't producing a ringing tone .
Would you be able to clarify this ?

Regards,
Karthik Sivaram

Please remember to "Kudo" a post that helped you and / or "Accept as Solution" if it solves your issue.

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.

Polycom employee participation within this community is not mandatory and any post or article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.

Enrico · ‎10-16-2017

Hello,

the VVX isn't producing a ringing tone.

Trio8800:

5.4.5.9188 version

CX5500:

1.3.0.110230 version

SteffenBaierUK · ‎10-16-2017

Hello enrico,

You are not using the latest UC Software Versions for the VVX, Trio or even CX5500.

Please raise this as a support ticket.

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you. End Customers are usually unable to open a ticket directly with Polycom support.

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom device from.

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.

----------------

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. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's