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Deskphones ­ – Polycom ­- Features and Resolving Issues | AT&T Office@Hand
Article #8377

 

Initiating Conference with two Active Calls
Transfer Calls
Change Default Transfer Type
URL Call Disabled – Phone Registration Error
Hardware Issues – No Audio
Network Link is Down – Phone Connectivity Issue

Initiating Conference with two active calls

When you have two active calls, you can Conference these calls by following the steps below:

How do I initiate Conference with two active calls on a Polycom Deskphone?

Click on the link corresponds to your Polycom deskphone

Polycom 321 and 335

  1. When you have two (2) active calls on a Polycom 32x or 33x, press the down arrow.
    Note: The softkeys will then change, and one of them says join.
  2. Press the join key and the calls will be conferenced together.
    IMPORTANT: Do not press the conference key as it will not conference the calls together, it will instead request a number to call out to so you can then join them together.

Polycom IP 5000 Conference Phone, IP 550 HD Manager IP Phone, IP 6000 Conference Phone, SoundPoint IP 450, SoundPoint IP 560, SoundPoint IP 650, SoundStation IP 7000)

  1. When you have an active call, press the Confrnc soft key. The active call is placed on hold.
  2. Dial the second phone number, and then press the Send soft key.
  3. Press the Confrnc soft key when the second party answers to join all parties in the conference.

Polycom SoundPoint IP 320, SoundPoint IP 330, SoundPoint IP 331, SoundPoint IP 331, SoundPoint IP 670

  1. When you have an active call, press the Conf soft key. The active call is placed on hold.
  2. Dial the second party, then press the Dial button.
  3. Press the Conf soft key when the second party answers.

Video Phone VVX 1500, Polycom VVX 101, Polycom VVX 201, Polycom VVX310, Polycom VVX410, Polycom VVX500

  1. When you have an active call, press the Conference.
  2. Dial the second person’s telephone number.
  3. Press the Conference when the second party answers.

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Transfer Calls

This section provides steps for transferring calls using a Polycom phone.

How to transfer calls on a Polycom phone

Consultative Transfer

The steps below assumes that your phone’s default transfer type is set to Consultative.

  1. While on a call, press the Transfer Key.
  2. Enter the Extension number, Local or Long Distance phone number.
  3. Press Transfer.

Blind Transfer

The steps below assumes that your phone’s default transfer type is set to Blind.

  1. While on a call, press the Transfer Key.
  2. Enter the transfer target extension number, local or long distance phone number.
  3. Wait for couple of seconds for the transfer to complete automatically, or press the # (Hash key) to dial out.

Transfer Directly to Voicemail

The steps below assumes that your phone’s default transfer type is set to Blind.

  1. While on a call, press the Transfer Key.
  2. Enter *0 (asterisk and then zero), and transfer target extension number.
  3. Wait for couple of seconds for the transfer to complete automatically, or press the # (Hash key) to dial out.

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Change Default Transfer Type

This section contains steps for changing a Polycom phone’s default transfer type.

How to change a Polycom VVX phone’s default transfer type

The steps below only applies to Polycom VVX Series phones.

  1. Press the Menu key.
  2. Press Settings.
  3. Press Basic.
  4. Press Preferences.
  5. Press Default Transfer Type.
  6. You can choose Consultative or Blind.

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URL Call Disabled – Phone Registration Error

URL Call Disabled is a Phone Registration Error experienced by Polycom phones. This happens when there is a network issue. When the Softswitch or Software Switch is unable to link PSTN to IP Networks, the “URL Call Disabled” error is displayed on your Polycom phone.

Resolution:

Check the Phone’s Physical Connection

  1. Make sure the ethernet cable from the modem or router is connected to the LAN Port of the phone.
  2. Ensure that the power cable is plugged in to a power source.
  3. If this is the only phone connected to the network, try connecting the phone to a different port at the back of the router/modem.
  4. If other phones are connected to the network, check if other phones working properly.
  5. If other phones are working properly, try swapping with the other phone. This is to isolate if the port that the phone used is working, or if the phone will work in a known good port. 6. If the phone is connected to a wall outlet, try to plug the phone directly to the router.
  6. On the phone, go to Menu > Status > Network > Ethernet. If LAN port does not show Active, then the phone does not see a connection to the network. Repeat the steps above.

Check the Phone’s Network Connectivity

  1. Check if the phone has an IP address. Go to Menu > Status > Network > TCP/IP Parameters > IP.
  2. Make sure DHCP is Enabled.
  3. If no IP address, reboot the phone.
  4. After reboot, if still no IP address, check the router’s DHCP settings to see if there are enough IP addresses in the pool.

Once Phone has LAN Connectivity and an IP Address, Ping sip.ringcentral.com on your computer connected to the same network.

  1. Open Command Window. On Windows – Start > search CMD. On Mac – Hard Drive > Programs > Utilities > Terminal.
  2. Ping sip.ringcentral.com.
  3. If unable to ping sip.ringcentral.com, try pinging 199.256.120.146
  4. DNS Server Issue. If the IP address can be pinged, but not the URL sip.ringcentral.com, there is a problem with the DNS Server. DNS is usually provided by the ISP.
    • Workaround: Change the DNS in the router’s DHCP Server to Google’s DNS server at 8.8.8.8 or the Level 3 DNS server at 4.2.2.2
  5. Routing Issue. Neither the URL or IP address can be pinged.
    • Set Port Trigger on router: UDP 5060 – 5090 / UDP 16384 – 16482

Causes:

  1. Unstable Internet Connectivity – VoIP connection depends on an active and stable internet connection. If the connection is unstable, or down completely, the desk phone won’t be able to communicate with the RingCentral servers.
  2. DNS unable to resolve name correctly – Internet routers need to resolve the server name to an IP address. If the DNS server set on your network is unable to resolve the name correctly, then the desk phone won’t be able to communicate with the RingCentral servers.
  3. NAT Issue – Ensure that the correct ports for the RingCentral service are open in your network.

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Hardware Issues – No Audio

This article contains steps to isolate and resolve the following:

Polycom – No audio when using Headset

  1. Make sure your headset is compatible with your phone.
  2. Make sure that the cables are properly connected.
    • Ensure that the headset cord is fully connected to the headset jack on the phone.
    • Ensure that the headset mode is activated.
    • Ensure that the headset volume is adjusted to an appropriate level.
  3. Run the phone’s built-in Audio Diagnostic tool
    1. Navigate to the Audio Diagnostic tool on your phone.
      Phone Model Steps
      VVX Series phones Press Home > Settings > Status > Diagnostics > Test Hardware > Audio Diagnostics
      SoundPoint IP Series phones Press Menu > Status > Diagnostics > Test Hardware > Audio Diagnostics
    2. Press Record to start recording, and then press Play for the recorded audio to playback. If you are able to hear the recording, you may be experiencing audio issues related to your network. If you are unable to hear the recording, proceed to the next step.
    3. Try another headset. This step is to isolate the issue between the phone and the original headset. Plug the spare headset to the phone’s headset port then run the Audio Diagnostic test again. If you are able to hear the recording, then the original headset needs to be replaced. If you are unable to hear the recording using the spare headset, the phone may be defective and needs to be replaced.

Polycom – No audio when using Handset

  1. Make sure that the cables are properly connected.
    • Ensure that the handset cord is fully connected to the handset jack on the phone.
    • Ensure that the handset volume is adjusted to an appropriate level.
  2. Run the phone’s built-in Audio Diagnostic tool
    1. Navigate to the Audio Diagnostic tool on your phone.
      Phone Model Steps
      VVX Series phones Press Home > Settings > Status > Diagnostics > Test Hardware > Audio Diagnostics
      SoundPoint IP Series phones Press Menu > Status > Diagnostics > Test Hardware > Audio Diagnostics
    2. Press Record to start recording, and then press Play for the recorded audio to playback. If you are able to hear the recording, you may be experiencing audio issues related to your network. If you are unable to hear the recording, proceed to the next step.
    3. Try another handset. This step is to isolate the issue between the phone and the original handset. Plug the spare handset to the phone, and then run the Audio Diagnostic test again. If you are able to hear the recording, then the original handset needs to be replaced. If you are unable to hear the recording using the spare handset, the phone may be defective and needs to be replaced.

Polycom – No audio when using Speaker

Run the phone’s built-in Audio Diagnostic tool

  1. Navigate to the Audio Diagnostic tool on your phone.
    Phone Model Steps
    VVX Series phones Press Home > Settings > Status > Diagnostics > Test Hardware > Audio Diagnostics
    SoundPoint IP Series phones Press Menu > Status > Diagnostics > Test Hardware > Audio Diagnostics
  2. Press Record to start recording, and then press Play for the recorded audio to playback. If you are able to hear the recording, you may be experiencing audio issues related to your network. If you are unable to hear the recording, the phone may be defective and needs to be replaced.

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Polycom phones do not have a LED indicator for the network LINK status, unlike other networking devices. Therefore, link failures are indicated with the message Network Link is Down.

The message is shown on the screen and will continue to persist until the phone detects an IP address from the network where it is connected.

Resolving Network Link is Down Phone Connectivity Issue

  1. Check the physical connections.
    These include the power cables and ethernet cables. Ensure that the cables are snugly fit into the correct ports on the Polycom Phone and on the router. Also, check if the wires are not broken on both ends.

    • On the Router / modem / switch, the Ethernet cable should be connected to the Ethernet ports.
    • On the Polycom phone, the Ethernet cable should be connected to the LAN port.
  2. Restart your network devices
    Unplug the power cable from your network devices (modem, router, switch, and phone), and then plug the power back in the proper order, starting from the device closest to the wall (modem > router > switch > phone).

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