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VVX 311 handset has no audio

Occasional Visitor

VVX 311 handset has no audio

I have a VVX 311 unit.  We are running off of a Genesys (CIC) solution.

When the user tries to use the handset, she has no audio.

She swapped handsets, with no success. Speaker phone and headsets work fine.

How can I guide her remotely to see if the set is defective or if it is a configuration issue (someone changed the settings).

During this covid crisis, the troubleshooting needs to be done remotely.

I cannot easily swap the phone either.

I would be grateful if a check list can be offered.

Thank you


Message 1 of 3
Polycom Employee & Community Manager

Re: VVX 311 handset has no audio

Hello @Denis McGonigal ,


Welcome to the Poly Community.

Are you sure it is not something like the cable plugged into the wrong port? There is normally no factory configuration that would disable the handset but we would possibly see a backup of the configuration.


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

Best Regards

Steffen Baier


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 3
Occasional Visitor

Re: VVX 311 handset has no audio

Thanks for your response. I think that the cables are good but I will ask for a photo just to make sure.
Message 3 of 3