VTX1000 incoming call issue

Anonymous · ‎05-15-2012

I have a Polycom VTX1000 Soundstation that is experiencing issues. When I place an incoming call to the unit it does not ring. However, when I answer the call I hear my voice on the other end. I've cycled power on unit and checked the volume settings and the sound is on. I also changed port in room and on patch panel. Any ideas? Maybe I'm missing a setting somewhere?

Thank you,

Anonymous · ‎05-21-2012

Check the Diagnostics tests in the Admin Setup section. If the mics and speakers are working properly then there may be a network issue

SteffenBaierUK · ‎05-21-2012

Hi,

as this is not a Networked unit have you tested to press the Speaker / Handset Button to check if you can hear the dial tone?

Does the phone show the incoming call in the display and just not audibly alert via the speaker?

Best regards

Steffen Baier

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Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN

Anonymous · ‎05-24-2012

I do hear a dial-tone when I press the Speaker button. The phone does not show the incoming call at all but if I pick up in the middle of my test call the polycom answers the call and I can hear my voice on the other end.

It's quirky. Also I found that soemtimes if I hang up my mobile from the test call after a few rings, the polycom will then ring after I hang up. I can pick it up but it goes dead (obviously).

Thanks for the suggestions.

Anonymous · ‎06-20-2012

I have have the same issue. Is this phone behind a PBX? My VTX-1000 is behind a PBX using a PRI, I have also tried the phone on a regular copper line and have the same problem.

Any updates on this issue?

SteffenBaierUK · ‎06-20-2012

Hello all,

the correct way to address this issue is to log a ticket via your Polycom Reseller with our support team.

Please ensure that you are running the latest Software on your VTX. You can check this via the VTX Support page => here <=

Best Regards

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN

Anonymous · ‎01-13-2013

I'm having the identical problem as rhubarb with a VTX1000 on an analog line from my Toshiba phone system. It won't recognize an incoming call - no ring. Calls on my old Soundstation speakerphone ring through and the VTX works fine on a phone line not going through the Toshiba system. I tried entering my serial number in the link you provided to check the software, but that returned a blank page.

SteffenBaierUK · ‎01-13-2013

Hello Fgee,

welcome to the Polycom Community.

as already explained above, the correct way to address this issue is to log a ticket via your Polycom Reseller with our support team.

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

Best Regards

Steffen Baier

Polycom Global Services

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN

Anonymous · ‎06-05-2013

hi Fgee,

Same issue here, and when talking to Polycom Technical support, they said to see if it works on an analog trunk which it did its a PBX issue and not a Polycom issue. Pass the Buck, as they say.

As of yet, I haven't been able to figure out why or if there is a setting that works on the phone system side.

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