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Internal Ringers intermittently silent

Occasional Visitor

Internal Ringers intermittently silent


I am an IT service provider and my clients use Polycom VOIP phones. They asked me to look into this and the VOIP provider is not of much help.

Intermittently, when the receptionist rings someone internally, the light will go on but the ringer is silent. We have checked the ringer volume on all phones and they are all at the max. This creates a problem because when the receptionist buzzes someone to notify them of a call, they will not become aware of this unless they are looking at their phone.  The annoying part is that sometimes the ringer works on internal calls and sometimes it doesn;t.

The VOIP provider is telling me that the firewall/router is incorrectly setup. He has instructed me to disable SIP ALG, and I have done this, but it does not make a difference. I have tried a different brand modem and a different brand router and nothing seems to fix this and I am out of ideas. If anyone has any suggestions I am all ears.


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Polycom Employee & Community Manager

Re: Internal Ringers intermittently silent

Hello @BobKAdvantage,


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

  • 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 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 other details 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.


Jan 19, 2012 Question: How to troubleshoot Polycom VoIP related Issues?

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

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. 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
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