I have Polycom 331 phones with V 4 software Sipx. Our "phone guy" has moved to green pasture so I am here with little experience on how to troubleshoot our issue.
We had a total power failure on Sunday. After I had everything back up and running everything seemed to come back on line except our 24 hour crisis line. This is the only line in the building that calls forward to a answering service.
The main problem is that the phone will not ring. It is registered, soild phone also says that it is registered in the server and also in the menu on the phone. The phone doesn't ring but goes to the answering service. I have tried new network jack, cable, tested the speakers and volume, install a new phone totally, sending profiles from the server, rebooting the phone many times. Restarting the services on the server, sending a new profile to the server. Disabled call forwarding and it just rings from my cell phone but when I pick up the crisis line I get a dial tone.
I am not sure what to do next.
Any help is appreciated
If the phone does not ring this points towards your SIP Server.
You could utilize wireshark if an INVITE is being send to the phone to troubleshoot but I would start on the server side.
Polycom Global Services
Thanks for the advice. I guess I am not sure what to check on my server. I sent a new profile to the server. The server sees the phone as registered. I restarted services. I have no errors anywhere. Working through the web interface everything looks very normal with nor errors.Should I restart the server? Any direction would be helpful.
Thanks so much
So after rereading your comment. It sounds like you think it might be the communication between the phone and the server. I have not used wireshark so I will give it a try.