Re: Polycom Will Not Make Outbound Calls

CS_RICH · ‎12-05-2017

Hi all,

I am new at my workplace we have a Polycom Nortel Soundstation 2 NTAB4213. Here's what we've tested:

The phone line works - both incoming and outgoing - with another phone
The Polycom can make internal calls - ie to another extension
We can call into the Polycom
We get a dial tone on the Polycom
There is a handwritten note on the unit that says "dial 9". When we dial 9, and the number nothing happens
When we dial the number without dialing 9 it doesn't let us finish.

Help! Any suggestions?

Thank you!!!

SteffenBaierUK · ‎12-05-2017

Hello @CS_RICH,

Polycom manufactured these phones originally for Nortel now Avaya so I would ask in one of their forums.

Best Regards

Steffen Baier

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The title Polycom 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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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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

CS_RICH · ‎12-05-2017

Thanks for that tip. However, I just tried and can't access the forum at Avaya.com because we don't have a company ID. Any other tips?

SteffenBaierUK · ‎12-05-2017

Hi

As posted we only manufacture these but got nothing to do with their support. You may need to call them or email them to raise a support case

Replied via a mobile device

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The title Polycom 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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

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

Joe Vallender · ‎12-06-2017

What is the phone registering to? It sounds like there is a registration server configuration error which is causing the dialing string to fail. Are you dialing 9 + 1 +areacode+number (assuming you're in the US)?

JoeV

CS_RICH · ‎12-06-2017

Joe, I've tried both 9+1+ area code, and 9+ just the last 7 digits. On our regular phones we just dial out - we don't need to dial 9 and we don't need to dial area code for local calls.

Our voicemail seems to be through Nortel Networks. Do you think that would be a factor in this?

thanks!

Joe Vallender · ‎12-06-2017

You need to speak with whoever is providing your phone services whether it is an onsite PBX or a local telephone provider. A support group should control the dialing plan in the PBX or Centrex service that is routing the calls from your phones.

JoeV