No ring from outside line

bgoranson
Occasional Visitor

No ring from outside line

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?

Message 1 of 4
3 REPLIES 3
SteffenBaierUK
Polycom Employee & Community Manager

Re: No ring from outside line

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

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

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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. 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
Message 2 of 4
bgoranson
Occasional Visitor

Re: No ring from outside line

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.

Message 3 of 4
SteffenBaierUK
Polycom Employee & Community Manager

Re: No ring from outside line

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

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

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
Message 4 of 4