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Ringtones assigned to individual contacts are ignored in version >= 5.8

Occasional Visitor

Ringtones assigned to individual contacts are ignored in version >= 5.8

Hello Polycom community,

I have several VVX 400 and VVX 500 connected to a SIP server, running on versions

As soon as I upgrade to a version >=5.8, the different ringtones that I've assigned from the built-in ringtones list to individual contacts are ignored and the standard ringtone is played, although the desired ringtone is still assigned to the contact after the upgrade.  I've tested various 5.8 and 5.9 versions, as well as the latest - for all of them only the standard ringtone is played whereas the dedicated contact ringtone is played in any pre 5.8 version like, or That's reproducable and as soon as I downgrade the individual ringtones are working again.

Was there any new setting introduced with versions 5.8 that overrides the individual contact ringtone setting globally?

Best regards

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Polycom Employee & Community Manager

Re: Ringtones assigned to individual contacts are ignored in version >= 5.8

Hello ,


Welcome to the Poly Community.


I am personally not aware of any known issues and we would need to see this in support.

In order to raise a support ticket, you need to work with your Poly reseller as they may need to do this for you.

End Customers are usually unable to open a ticket directly with Poly support.

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.

If the unit is no longer within the warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail 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

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
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