Setting different ringtones for incoming calls and Desk-to-Desk calls globally?

Occasional Contributor

Setting different ringtones for incoming calls and Desk-to-Desk calls globally?

My office recently upgraded our phone system and we love the new system except the only issue is most of the staff has the VVX 300 series and cannot tell if someone is ringing them desk to desk or they are receiving an external call from outside clients/customers. Is there a way to change the ringer for external calls vs. intercom calls? Globally would be better, but even individually would be fine.

Message 1 of 3
Polycom Employee & Community Manager

Re: Setting different ringtones for incoming calls and Desk-to-Desk calls globally?

Hello @JadeElizabeth,


welcome to the Polycom Community.

Both the community's Must Read First and the community's FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:


  • Provide the exact Software Version of your Phone
  • Provide the Phone Model
  • Provide the Call Platform (aka openSIP,Skype for Business Online, Skype for Business on Premise, Lync)
  • Additional Polycom Infrastructure (RPRM,PDMS or BToE)
  • If applicable provide a backup of the phone in question

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup. Please rename into .TXT or Zip the file to attach.
Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package

  • If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
  • If possible provide the MAC Address or Serial of the device
  • Provide details for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details



Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Polycom to have an overview of the current software used. In addition providing all details at the same time allow us to check logs or look up a potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.


Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up post’s.

Oct 25, 2011 Question: How can I change my Ringtone or Ring in a special manner for a certain incoming call?

Resolution: Please 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


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 2 of 3

Re: Setting different ringtones for incoming calls and Desk-to-Desk calls globally?

Hi, JadeElizabeth.


I definitely have had customers desiring this. While some of this would be dependent upon what kind of platform you're running the phones on and if you can set different alerts in the SIP header, etc.


A more simple way that I know will work is to just use the local Contacts on the phone, which allow for rintone specification.  Even if you're deploying BLF, you could still set contacts that just wouldn't show on the phone. One of my previous clients wanted everyone to get the phone when the boss called, so they actually recorded a ringtone that said, "This is an important call for you. Please, pick it up."  We built the URL for the ringtone into the phone, and voila! (don't get me started with all the weird practical jokes we play in the office using this functionality and remote provisioning)


For your "global" deployment I'd recommend generating the directory.xml files for the users, in which you can set ringtone. While I can't share it because of intellectual property rights, I use a macro-enabled Excel spreadsheet to generate the file(s) and then upload to the provisioning server. 


Syntax for the [MAC]-direcory.xml would be:

    <lb>Park 1</lb>


I generally leave First/Last blank and just use the <lb> (label) field. I have left <sd> blank as presumably this user is already on a phone via BLF (set as desired). The <rt> parameter determines what tone is played.  To determine the correct syntax, create a local contact on the phone exactly as desired, let the phone update its directory on the server, and note the values generated. On the phone itself you'll see the labelled ringtones, in the directory you can take note of the numerical value when building your directory files.  If you're keeping all the directory files the same, to the best of my knowledge there is no issue if the user's extension is also referenced in the directory...


Oh, and to reference a custom ringtone via config, you will need to host the audio file. It also needs to be converted to the correct kind of .wav. That is addressed in separate posts.


Stick this somewhere in the phone's config and customize as necessary. saf.x sets Sampled Audio File; in this case I'm using the ringtone for line 1, but note in my particular setup my custom file at saf.2 is ringer 16

<dev saf.2="" reg.1.ringType="ringer16" />


Hope this was at least somewhat helpful!

Message 3 of 3