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Page Ext won't ring busy when user is on phone

Occasional Visitor

Page Ext won't ring busy when user is on phone

We are on a new Polycom VOIP with VVX 400 phones. When you dial an extension (handsfree or with handset) and the user is on the phone, it does not ring busy and doesn't say user on phone, it's just dead silence. Now when you dial the number to ring the ext, and they are on the phone, it goes to voicemail.

Polycom/Net2phone says there is no way to make an extension ring busy when someone is on their line? Anyone else have this issue, was it resolved?

Message 1 of 2
Polycom Employee & Community Manager

Re: Page Ext won't ring busy when user is on phone

Hello @scottcoldren ,


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. Please rename into .TXT or Zip the file to attach.
Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package

  • 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 for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details
  • For questions around Support please check here


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 providing all details at the same time 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.


Not knowing what you set for example the calls per line the phone cannot really signal to the SIP PABX that it is busy.


Usually the SIP PABX would have some sort of setting to only allow one call inbound and then either present a busy signal or simply route to the voicemail as it already does.


Not having seen any form of log or anything we would be guessing / assuming why nothing is played back to the caller.

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

Best Regards

Steffen Baier

<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 2 of 2