question

chris-taschner460 avatar image
chris-taschner460 asked chris-taschner460 commented

User's polycom won't ring, must reset every day to get it to work

Here is the issue(s) directly from my user:
I just reset my phone and its OK now but before I reset it,

 

         people would call me but the phone wouldnt ring. 

         If I called myself with my cell phone, it wouldnt ring. 

         If the sun shines on the phone, it will appear as if Im on the phone (the END CALL) button shows up but Im not on the phone.  Yeah I know this is a weird one but I even videotaped it because it is so bizarre.  No sun in Maryland the last few days so it hasnt happened.

 

I have to reset my phone every single day and usually that resolves it but not always.  

going to voicemailstraight to voicemailvmwill not ringwont' ring
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chris-taschner460 avatar image
chris-taschner460 answered chris-taschner460 commented
Hi Kim
It's a remote user - they are resetting by powering off their Polycom by removing the network cable and rebooting the phone itself -  User's settings are the same as everyone else's after looking at them in the admin portal.  We aren't ruling out a hardware issue yet to be honest.

I'm new to RingCentral as a Desktop Technician so I'm trying to learn how this thing really ticks so I can support the users.

As for voicemail:  
"It is set up to go to my cell phone after a number of rings (which is a good thing).  Sometimes, people dont wait that long  L  The good news is that I do get a missed call so I can immediately call people back. "

This is what the user states above.  So it sounds like they aren't waiting long enough to get to her VM.

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kim avatar image kim commented ·
Okay Chris- it sounds like the remote user's router is not being configured to for RingCentral Traffic. Please see the link above.  You should be able to remote into his router and configure it for him, or send him the RingCentral Network Requirements and he can set it up himself.  
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chris-taschner460 avatar image chris-taschner460 commented ·
Will pass this on to my lead and see what he says.  Thanks for the time being :)
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kim answered
Chris, 

-Define "reset":  How are you resetting your phone?
-When you call it and it doesn't ring, is it going directly to voicemail? 
-Are you a home user or office user? 

Sounds like your network/router in not configured with RingCentral Port Ranges. Or even if you set up the router in the past, it's possible the router got reset to default settings.  Please check the port ranges. 

Kim 
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