Desktop phone only rings once

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  • Updated 10 months ago
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Account type (U.S., Canada, UK,  AT&T, Telus, BT)
US

Related case number (if applicable)
na

Detailed description of problem
I have a polycom VVX201 desktop phone and after the recent update my phone stopped ringing
I rebooted the phone and now it rings one time
I have also checked my settings and I cannot figure out why my phone rings only once.

Goal
The phone to ring and not to miss calls

Previous troubleshooting steps taken
rebooted phone
restarted app
restarted computer
updated configuration on the polycom phone
double checked call handling settings

Software version
desktop app 10.0.0

If desk-phone related, have you rebooted phone? 
Yes

Number of Users and/or Digital Lines affected.
at least 3 that i know of but we have 400+ people 
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CJ Patracone

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Posted 10 months ago

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10 months ago
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April Thompson

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Did you check to see if the ringer type was changed in the settings on the desktop phone as there are a couple of ring tones that only will ring once. So try changing the ringer on the phone and see if that works.
10 months ago
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Luke, Training Specialist

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Hi CJ,

As April mentioned, I would recommend checking the ring type that is set on that phone. For Polycom phones there is a ring that will make a sound only once called "Ring Splash". You can check and change the current ring type by selecting Home (house icon) > Settings > Basic > Ring Type.

Another thing to check is the Call Handling & Forwarding settings for the extension that is being called. You can check this setting by following step 5 on our article for Configuring a User's Call Forwarding. Make sure that the number of rings set for that phone is what you would like.
10 months ago
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CJ Patracone

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what ring works like a normal phone? 
2018-04-30T15:17:59+00:00
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Luke, Training Specialist

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Any of the other tones should ring multiple times. I would recommend the "Low Trill" on Polycom phones, it's my favorite.
2018-04-30T19:11:28+00:00
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CJ Patracone

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Thanks, I was hoping to find one that sounded like a normal phone but at least it rings more that once now. Can the add that in as a option?
2018-04-30T20:38:17+00:00
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Luke, Training Specialist

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At this point you cannot add new ringtones to deskphones. We do have a feature request going for this in another thread though - Add Custom RingTones for Mobile App, Desktop app and Deskphones.
2018-05-01T14:16:53+00:00
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CJ Patracone

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great thanks!!
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