No ring from outside line

[bgoranson]

When a cell phone calls one of our Polycom phones, they do not get the ring from their phone. It is silent until the Polycom user either picks up, or it goes to voicemail. People often think that their call is not going through. Is there a configuration code that we can use to bring the ring back?

[SteffenBaierUK]

Hello bgoranson,

welcome to the Polycom Community. I have moved your post in the correct section.

Does the phone ring if another internal phone calls the same line?

If the phone would have been set to Do Not Disturb you would be completely unable to get the call.

Please describe the exact scenario as you may be using shared lines or have turned down the ringer or similar.

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

[bgoranson]

The cell phone is the one not ringing. It is those rings you get when calling someone that let you know the call is going through. We are not getting those. Yes, we will get the call rings if a connected line is calling on the same network. We just need to fix the cell phone situation.

[SteffenBaierUK]

Hello bgoranson,

is this a SIP or LYNC installation?

Its most likely a your PABX as the phone, if it is rung, sends a 180 to the caller and this should prompt the Gateway to play a ringing sound.

Especially if the same happens when it goes to voicemail.

I would suggest you liaise with whoever installed your SIP switch and check the signaling.

Best Regards

Steffen Baier