intercom not working when shared user and internal call ring enabled

Occasional Visitor

intercom not working when shared user and internal call ring enabled




Phone Model
VVX 501
Part Number
3111-48500-001 Rev:A
MAC Address
IP Mode
IP Address
UC Software Version
Updater Version




I'm facing the issue with the intercom if someone can help me I would be great. when the user is shared and the internal ring tone is configured intercom does not work and the phone rings as normal rather than picking it up automatically.

following is the config for internal ring and intercom respectively 





            voIpProt.SIP.alertInfo.2.class="custom2" />

                        se.rt.ringAutoAnswer.name="Ring Answer" 

                     se.rt.custom2.name="Low Trill" 





i have also attached my entire config files .

Polycom Employee & Community Manager

Re: intercom not working when shared user and internal call ring enabled

Hello @milans ,


Welcome to the Poly Community.
It would be great to know if this is a day 1 issue as our records show the phone was sold back in 2019 via Kathea.


Also, does this only happen when you make a change to the ring tone and works if not?


A good starting point for you would be to upgrade to currently supported software. As this is a VVX 501 the latest at present is 6.4.0. If this is not a version you can go to check 5.9.6 instead.


The next point, for the volunteers in this community to potentially have something to look at check the FAQ:


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 <=


The above outlines how this works and gives logging suggestions. If no other volunteer has any ideas the next step would be a support ticket.


In order to raise a support ticket, you need to work with your Poly reseller as they may need to do this for you.

End Customers are usually unable to open a ticket directly with Poly support. Available End User Poly services offerings are detailed here

As the unit is no longer within the warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail here and Kathea should be familiar with this.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

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.


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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.
Please also ensure you always check the VoIP , Video Endpoint , Microsoft Voice , PSTN or other FAQ's in the different sections
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