Genesys Cloud - Main

 View Only

Sign Up

Back to discussions
Expand all | Collapse all

Users on physical Polycom phone have incoming calls reportedly ringing busy

  Thread closed by the administrator, not accepting new replies.

  • 1.  Users on physical Polycom phone have incoming calls reportedly ringing busy

    Posted 02-28-2022 11:31
    No replies, thread closed.
    This has be small sample size and random, but definitely confirmed with testing on our end, hoping to see if anyone else has come across this. We have non-call center Sales users that have access to a Polycom deskphone and their WebRTC softphone. A few weeks ago, we had a user report that a few customers said they called him and it rang busy. He would get missed call notifications, but nothing on the Genesys platform or phone to show anything out of ordinary. We tested, indeed ringing busy. Moved them to the softphone and everything was fine, so have that workaround. We tested the physical phone on another user (didnt reset phone or anything, just reassigned) and it would ring through on inbound calls. We reassigned and it worked temporarily before having same issue. We factory reset phone and re-provisioned, latest firmware, all the normal stuff. Still ran into issue with this user. Eventually replaced the phone altogether, worked for a few days then same thing. Now we have a second confirmed user experiencing this. 

    Hoping to see if anyone else has come across this or if anyone has any ideas for how we could proactively check if a user is ringing busy? TIA
    #SIP/VolP
    #Telephony

    ------------------------------
    Trevor Hervey
    IGS Energy
    ------------------------------


  • 2.  RE: Users on physical Polycom phone have incoming calls reportedly ringing busy

    Posted 02-28-2022 12:06
    No replies, thread closed.
    Things I would try:
    1. Set the Registration Timeout to hours, not seconds in Phone Management
    2. Make sure the Default Phone for the user is set for this phone in People
    3. Check the Persistent Connection on the phone settings in Phone Management

    I don't think there should be any setting on the phone itself causing this, but there could be a buddy phone setup on another station that could cause strange issues.  


    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


Related Content