[asterisk-users] OT: Polycom IP330 user problem

[Bill Michaelson]

I recently sent this email to a user in response to a problem report of 
phone calls going to voicemail without the phone ringing.  I'm wondering 
if I've covered all bases, or whether there is some logical explanation 
I haven't considered, and generally what others' opinions/experiences 
are that relate.  This is an Asterisk system, of course.
-------

I looked at the server logs for the phone call missed by XXXX.  They 
indicate that the call came in at 15:32:25, and was routed to her 
telephone at 15:32:32.  This timed out after about 25 seconds as it 
should if unanswered, and was sent to voicemail at 15:32:58.

I called BBBBBB and asked her to check the phone display.  She told me 
that the phone logged an unanswered call at 15:32:32, precisely in 
accordance with the server log.

This leaves two possible conjectures:

    * The telephone, for whatever reason, did not ring in response to
      the incoming call signal which it obviously received.
    * The telephone ringer was not audible or noticeable to XXXX for
      some other reason.

For the first possibility, I can think of three circumstances that would 
cause this:

    * If the handset is slightly ajar, i.e., off-hook, the phone will
      make no sound, but log the call.  Upon receipt of the message
      waiting notification, it will start blinking.  Eventually, the
      phone reverts to on-hook status by itself even if the handset is
      still ajar.
    * If the alert code for silent ring is set, the line annunciator
      will flash silently to indicate the call coming in.
    * If the phone is malfunctioning anything can happen.

There is no indication that silent ring alert was set, nor is there any 
current configuration setting that should cause this.  That leaves three 
bullet points for us to consider.  I can follow up with one:

I will research this as thoroughly as I can to see if there are any 
reports of malfunctions by Polycom IP330 phones that conform to this 
behavior, or if there are any other possible explanations for the events 
that I've overlooked.

If you would like to follow up in any other way, let me know what I can 
do to help.


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