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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
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3 months ago, a few of our clients with TW telcom stopped being able to forward their polycoms. After much effort, the TW techs say that the phone is sending it's own extension upstream, example "334".

 

* note, manual forward through the server without phone works perfectly.

 

This happened suddenly, and they have no idea how to resolve it.

 

 

Questions:

 

1) What is causing this?

 

2) How to get it resolved?

 

 

 

3 REPLIES 3
HP Recommended

Hello nosorp,

welcome to the Polycom Community.

a good starting point is always:

 

  • What Software version are you running?

  • In addition have any changes been made before this issue started?

  • Has a wireshark trace been taken and analyzed by the provider?

 

I would suggest you gather all the relevant data and escalate this via your Polycom reseller.

 

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
HP Recommended

1) We are the reseller.

 

2) I came here looking for "check this setting"

HP Recommended

Hello nosorp,

you still have not provided any of the relevant information.

 

The only reason I could think of that would make the phone send it's own number is for the voicemail.

 

Can you explain a bit more in detail how they setup a call forward?

The community's VoIP => FAQ <= contains this post here:

 

Jan 19, 2012 Question: How to troubleshoot Polycom VoIP related Issues?

Resolution: Please check => here <=


Above post shows in detail how to use the phone's logs to check this locally so your customer could verify that with their provider.


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>.