4 Replies Latest reply on Feb 15, 2013 12:06 PM by matt

    Polycom Phone not showing multiple inbound calls

    cjones New Member

      Hello Everyone!

       

      We have a Polycom Soundpoint 601 that we use for incoming calls.  We have it set up to be able to receive/display up to 4 inbounds calls.  Recently, the phone has developed a perplexing issue.  If a call comes in and is answered and then another call comes in while still on the first call, the new call will not be displayed to notify the operator that another inbound call is happening.  The call will however show up on the 2nd phone we have set up to receive calls on our main line.  In the past, we would see the new inbound call.

       

      The firmware on the phone is the most current and I have tried a factory reset, neither worked.  Has anyone else run into this and if so, what was the fix?

       

      Chris

        • Re: Polycom Phone not showing multiple inbound calls
          Employee

          Chris,

           

          Thanks for your question.  Before I give an answer I will need some additional information.  Is this a phone configured off of a NetVanta 7100 or NetVanta UC?  If it is a 7100 can you reply with the voice user configuration tied to that phone (remove any sensitive information like DIDs).  Does this particular line use a ring group?  If so you may want to check out this post: Call waiting not working with ring groups... You indicated this started happening recently - was the firmware or configuration on the phone or the provisioning device changed recently?

           

          Thanks,
          Matt

          • Re: Polycom Phone not showing multiple inbound calls
            cjones New Member

            Matt,

             

            The phone is connected to a 7100.  The firmware on the phone was not changed, but the firmware on the 7100 was changed to an engineering build.  The 7100 was rebooting itself every 4 days.  That issue seems to be better, so I restored the previous, working firmware version.  I will try the post you suggested and let you know if that works or not.

             

            Chris

            • Re: Polycom Phone not showing multiple inbound calls
              Employee

              I went ahead and flagged the "Correct Answer" on this post to make it more visible and help other members of the community find solutions more easily. If you don't feel like the answer I marked was correct, feel free to come back to this post and unmark it and select another in its place with the applicable buttons.  If you still need assistance, we would be more than happy to continue working with you on this - just let us know in a reply.

               

              Thanks,

              Matt