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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
HP Recommended

Hello all,

 

I have a SoundStation IP 7000 conference phone on a ShoreTel phone system at my organization (it is the only VOIP conference phone that we have.)  I am experiencing an issue when attempting to place an external call to the Public Switched Telephone Network (PSTN) from the SoundStation.

 

If I take the SoundStation off-hook by pressing the green off-hook button, I get a dial tone as expected.  I enter 9 to access a trunk line, then begin to dial the ten-digit external telephone number.  As soon as I enter the 9th digit, however, I get a "fast busy" signal.

 

If, however, I don't first take the SoundStation off-hook, but instead enter 9 followed by the ten-digit phone number on the phone's keypad, then press the Dial button on the SoundStation, the call completes successfully.

 

Calls placed from the SoundStation to internal four-digit extensions work successfully either way.

 

I notice that when I take the SoundStation off-hook and press 9, the dial tone goes silent, whereas when doing the same thing with any other ShoreTel extension, you hear the dial tone when you pick up the receiver, and a slightly different-sounding dial tone right after pressing 9 to access an outside line.

 

There must be some configuration setting in the Polycom or ShoreTel system that is causing this, but I have no idea as to where it might be.  Can anyone offer any suggestions?

 

Thanks in advance.

 

Craig

1 ACCEPTED SOLUTION

Accepted Solutions
HP Recommended

Hello Craig,

welcome to the Polycom Community.

The community's 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

ResolutionPlease check => here <=


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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN

View solution in original post

1 REPLY 1
HP Recommended

Hello Craig,

welcome to the Polycom Community.

The community's 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

ResolutionPlease check => here <=


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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.