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Dialing-out = Busy Signal, Dialing-in = insta-Voicemail

ssmith
Occasional Visitor

Dialing-out = Busy Signal, Dialing-in = insta-Voicemail

Hello,


I have a soundpoint 501 that has been working fine until this morning. I've searched for a solution to the problem which I figured would be common, but I've turned up empty-handed. 

When trying to dial out from the phone all I get is a busy-signal. When someone calls the phone it sends them straight to the phone's voicemail.

Has anyone seen this before or know a solution? If you need any more information I'll try my best to provide it. I really appreciate any information you may provide.

Thanks for taking look,

s smith

Message 1 of 5
4 REPLIES 4
SteffenBaierUK
Polycom Employee & Community Manager

Re: Dialing-out = Busy Signal, Dialing-in = insta-Voicemail

Hello ssmith,

 

welcome to the Polycom Community.

 

1st an easy question, does the Phone Icon in the LCD Display still show a full Icon of a Phone or just an outline of the Phone?

 

If it is an outline then the Phone has lost it's registration.

 

This could have many issues and without knowing more of your setup is quite difficult to troubleshoot.

 

One thing could be that the Phone has changed it's IP Address on the Router and therefore no longer has the correct Ports forwarded to the Phone (Firewall).

 

Maybe some member of the community will add their advise so please provide as much information as possible.

 

Best Regards

 

Steffen Baier

 

Polycom Global Services

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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
Message 2 of 5
ssmith
Occasional Visitor

Re: Dialing-out = Busy Signal, Dialing-in = insta-Voicemail

Hey thanks,

 

I'm assuming the phone icon you're talking about is on the left side next to an extension number. The phone icon is actually NOT there and is instead an envelope. Does this paint a better picture of the problem?

 

Thanks so much for your assistance,

SSmith

Message 3 of 5
ssmith
Occasional Visitor

Re: Dialing-out = Busy Signal, Dialing-in = insta-Voicemail

I realize this is because there are voicemails on the phone, but I cannot access the voicemails either. This too just gives a busy signal.

Message 4 of 5
SteffenBaierUK
Polycom Employee & Community Manager

Re: Dialing-out = Busy Signal, Dialing-in = insta-Voicemail

Hello ssmith,

 

one quick way of checking if the phone is still registered to the SIP Provider is:

 

Press the Menu Key => select Status => select Lines

 

this menu will offer you now either the Line Information or the Server Status

 

Both of the above should provide you with a countdown Information showing the registration/subscription to the SIP Server.

 

If above show nothing or no registration Information the Phone lost it's connectivity to the SIP Server.

 

You need to ensure that the Phone's IP can still communicate via your Network with your SIP Provider.

 

This requires some network knowledge and is outside the scope of the Support provided by Polycom Employees within this community but includes port forwarding and firewall rules and other settings usually set on a Router.

 

Members of the Community itself are welcomed and encouraged to provide further troubleshooting.

 

Best Regards

 

Steffen Baier

 

Polycom Global Services

----------------
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 5 of 5