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Can't Receive Call on SoundStation2

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Occasional Visitor

Can't Receive Call on SoundStation2

We just setup a SoundStation2 in our meeting room and for some reason we can't accept calls on it. It has a dial tone and I am able to make calls out with it but it never shows anything incoming. We do have it set up so that the telephone line connects into our office phone and then we wired that phone into the SoundStation. This is how we've set it up in another of our buildings but it was setup long before I arrived and I'm not sure if there is anything special that I need to do to make it receive. The phone that it is connected to it will ring but I'm not seeing a way to push the call from the phone to the SoundStation. Any ideas?

Message 1 of 7
1 ACCEPTED SOLUTION

Accepted Solutions
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Polycom Employee & Community Manager

Re: Can't Receive Call on SoundStation2

Hello @rrreed 

 

this last reply does not match with what you originally reported:


@rrreed wrote:

We just setup a SoundStation2 in our meeting room and for some reason we can't accept calls on it. It has a dial tone and I am able to make calls out with it but it never shows anything incoming. We do have it set up so that the telephone line connects into our office phone and then we wired that phone into the SoundStation. 


Now you state:


Whenever I hit the send/receive button on the SoundStation it just gave me a loud buzzing noise in return.

The above tells us that the office phone is using a digital line and the next step would be to contact who set up the office phone so they can check why the analog line provided by the phone no longer allows inbound calls.

 

This is not a Poly issue and we cannot troubleshoot this either. As you have not yet provided details of the make and model of the office phone other community users cannot help you either.

 

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.

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

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

View solution in original post

Message 6 of 7
6 REPLIES 6
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Polycom Employee & Community Manager

Re: Can't Receive Call on SoundStation2

Hello @rrreed ,

 

Welcome to the Poly Community.


Not knowing the history of the device can you answer the phone when ringing it aka replace the "working" phone and simply press the off-hook button?

 

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

Best Regards

Steffen Baier

----------------
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
Message 2 of 7
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Occasional Visitor

Re: Can't Receive Call on SoundStation2

Hello,
Thank you for your response. I hope that I understood this correctly. Did you want me to remove the working office phone from the equation all together? If so, I tried this but I couldn't call out or receive calls with the setup in this state. Whenever I hit the send/receive button on the SoundStation it just gave me a loud buzzing noise in return.

Message 3 of 7
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Polycom Employee & Community Manager

Re: Can't Receive Call on SoundStation2

Hello @rrreed 

 

most likely the line used is not an analogue line and therefore does not work with the analog SoundStation.

 

I suggest you check this and work with someone that has knowledge of analog lines.

 

Best regards

 

Steffen Baier

----------------
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
Message 4 of 7
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Occasional Visitor

Re: Can't Receive Call on SoundStation2

Okay. I do apologize because my knowledge in phone systems is certainly limited. I did check with our phone service provider and was told that we do have an analogue signal coming from them. I'm not sure if this can change from within the building but as far as I know, we don't do anything too crazy with our setup.

I greatly appreciate your help so far and if this is as far as you think that you can carry me on this one then I can always see if I can reach out to someone local who can come take a look at it.

Message 5 of 7
Highlighted
Polycom Employee & Community Manager

Re: Can't Receive Call on SoundStation2

Hello @rrreed 

 

this last reply does not match with what you originally reported:


@rrreed wrote:

We just setup a SoundStation2 in our meeting room and for some reason we can't accept calls on it. It has a dial tone and I am able to make calls out with it but it never shows anything incoming. We do have it set up so that the telephone line connects into our office phone and then we wired that phone into the SoundStation. 


Now you state:


Whenever I hit the send/receive button on the SoundStation it just gave me a loud buzzing noise in return.

The above tells us that the office phone is using a digital line and the next step would be to contact who set up the office phone so they can check why the analog line provided by the phone no longer allows inbound calls.

 

This is not a Poly issue and we cannot troubleshoot this either. As you have not yet provided details of the make and model of the office phone other community users cannot help you either.

 

Best regards

 

Steffen Baier

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

View solution in original post

Message 6 of 7
Highlighted
Occasional Visitor

Re: Can't Receive Call on SoundStation2

Correct. The only way that the SoundStation seems to have any function is with the office phone in the mix. With your comment about the phone make/model, I went over to that building this morning and looked for these properties. The office phone is a Samsung Falcon IDCS 18D which turns out to be a digital phone as you stated. I'm not sure what's going on with our phone service telling us its an analog signal heading in but I'm sure that we are going to need to do some research. Thank you so much for taking the time to help me troubleshoot this!

Message 7 of 7