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Phone will not ring

Occasional Advisor

Phone will not ring

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



Message 1 of 4
Polycom Employee & Community Manager

Re: Phone will not ring

Hello trigirl50,

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.

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 2 of 4
Occasional Advisor

Re: Phone will not ring

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

Message 3 of 4
Occasional Advisor

Re: Phone will not ring

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.

Thanks again

Message 4 of 4