question

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deborah-overbeck14525 asked ·

Hold Issue on Conference Ph: Whenever a call is placed on hold, phone start ringing out

I've been having this issue with our conference phone for months and no rep is able to fix it. Whenever a call is put on hold, the person on hold hears continuous ringing as if the call is dialing out. 

I've been able to set hold music/tones for regular lines but the conference phone doesn't show that option. Has anyone else had this issue??


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bjsvec answered ·
What is the model of the phone anyhow did you provision it with RingCentral?

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deborah-overbeck14525 answered ·
It's a  Polycom VVX311. We went through all the initial set up steps with RC
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bjsvec answered ·
Can you share a screenshot of the Screening, Greeting & Hold Music section for that user?  I don't understand how you would not see the option for hold music.


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bjsvec answered ·
You don't have to share anything sensitive or anything at all really.  Just look at that section and see if it looks like this or not.  I think the forum has a problem uploading images now, but you can see it here:  https://imgur.com/4Nhifav

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deborah-overbeck14525 answered ·
Sure, can you contact me directly? I'd prefer not to post a photo of our company poral/our phone numbers.
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deborah-overbeck14525 answered ·

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bjsvec answered ·
You need to look under the user, not the phone.  But, I see these are limited extensions which I am not very familiar with.  If you go to users can you find the Screening, Greeting & Hold Music section for 3005?
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deborah-overbeck14525 answered ·
That line isn't under  Users because it is not assigned to a user. It is a common area phone; listed under  Phones & Devices.  Are you unfamiliar with this also?
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bjsvec answered ·
I am not sure.  I see 3005 listed as assigned to the device in your screenshot.  I guess you can't see that user or if you can, you don't see the Screening, Greeting & Hold Music section?


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april-thompson1 answered ·
Does that conf phone have a presence listed and is the box checked that says ring my phone when monitoring another phone?
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