Not able to receive or make calls. Please help!

[Anonymous]

Hello,

My conference phone is unable to receive or make any calls. When I set it up it says ready and I've rebooted the phone and checked all the connections and everything seems fine. There is no dial tone when you try to make a call and when someone tries to connect they can hear it ringing on the phone but the conference phone still says ready and doesn't jump into life.

Was just wondering if anyone has any bright ideas?! I'm completely stuck!

Many thanks in advance.

Catriona

[SteffenBaierUK]

Hello Catriona,

welcome to the Polycom Community.

Could you be so kind and explain what kind of Polycom Conference Phone you are using and what kind of Phone line this is being plugged into?

Does another Phone work with the same line?

Best Regards

Steffen Baier

Polycom Global Services

[Anonymous]

Hi Steffen,

Its a Polycom Soundstation 2W and it plugs into a BT phoneline. I've tried it on a few phone sockets and none of them work. When another phone is plugged in there is a dial tone so I don't think there is anything wrong with the phone socket. It's really strange. When it's set up it looks like it's ready. I've rebooted it and done all the sound checks and everything seems fine.

Any ideas?

Many thanks for your help,

Catriona

[SteffenBaierUK]

Hello Catriona,

is this a new Unit and has it got the DECT Connection between the Base Station and the Unit (press the Page button to test this) ?

The only other reason I could think of is the cable that you are using may not use the US American Wiring on the RJ11 Plug.

Usually the Western Plug for US manufactured analog Phones uses the Pin 2 and 3 (RJ11)/ or Pin 3 and 4 (RJ12) for the Line.

These are the middle Pins in a RJ connection.

If you are using the originally supplied Cable from Polycom this should be fine and I have not had any faults with the Base Station not connecting to an analog line in my Support Role for the last 3 years.

If this is all correct and the Unit is new please contact your Reseller to issue an RMA.

Best Regards

Steffen Baier

Polycom Global Services

[Anonymous]

Hi Steffen,

Thank you for getting back to me so quickly.

No, it's not a new Unit, we've had it for about 2 years and it's been working absolutely fine up until now. We're still using all the original cables that were supplied to us. I've tested the connection between the two parts and all is fine.

Is there anyone that can come have a look at it? What do you suggest?

Many thanks,

Catriona

[SteffenBaierUK · Accepted solution]

Hello Catriona,

your Polycom Reseller should be contacted as they should be able to raise an RMA to get the Unit repaired as they have sold you the unit. You need to discuss the options with them directly.

Alternatively you could contact Polycom Support => here <= but as a manufacturer the warranty is 1 year only.

Best Regards

Steffen Baier

Polycom Global Services

[Anonymous]

Hi Steffen,

Many thanks for all your help.

How do I know who is my Polycom reseller? The sound station was bought before I starting working here and can't seem to find any records on it when it was bought and where.

Best wishes,

Catriona

[SteffenBaierUK]

Hello,

contact me via Community Mail with the Serial Number and I can look this up.

Best Regards

Steffen Baier