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WX311 not playing pre-loaded wav file after selecting in settings

Occasional Visitor

WX311 not playing pre-loaded wav file after selecting in settings

I've got some WX311 phones in our factory that the default low trill ring tone is too soft for people to hear. 

I went into one of these WX311 phones and tried all the default ring tones in the phone and the LoudRing.wav was the best one. However though I selected it, when a call comes into the phone it will still play the low trill ring.


I've tried rebooting the phone after making the change but it still won't play when a call comes in.

Any ideas?




Message 1 of 4
Occasional Visitor

Re: WX311 not playing pre-loaded wav file after selecting in settings

Update - Still not solved, but I tried this on another WX311 phone that also has a DID number attached and the wav file will play for an external call coming in, but an internal call coming in will still only play the low trill ring. 

Need to figure why the internal calls won't use the wav file.

Message 2 of 4
Polycom Employee & Community Manager

Re: WX311 not playing pre-loaded wav file after selecting in settings

Hello @stevev967 ,


Welcome to the Poly Community.

Both the communities Must Read First and the 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,Teams, Skype for Business Online, Skype for Business on Premise, Lync, Zoom or BlueJeans)
  • Provide details if UC / SIP or ObiEdition
  • Additional Poly 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 Poly 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 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 posts.

Oct 25, 2011 Question: How can I change my Ringtone or Ring in a special manner for a certain incoming call?

Resolution: Please check => 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. All posts and words are my own & do not represent the views of Employer.


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 3 of 4

Re: WX311 not playing pre-loaded wav file after selecting in settings

Hi, could your PBX be distinguishing external and internal calls?


Could you test the phone with a different subscriber perhaps?

Message 4 of 4