VoIP Phone Troubleshooting FAQ

  1. Make sure all cables connected to your phone are securely connected. Make sure the cable connected to your phone is in the LAN cable port. Also make sure the opposite end of that cable is securely punched down to the VoIP wall plate (usually labeled with blue tab)

  2. The correct format for international calling is 9 + 011 + country code + city code + phone number.

     

  3. Every Polycom phone has a unique 12 character MAC address that is located on the back of the phone set. The MAC address generally begins with “0004F”.

     

  4. Press the Menu key -> Select Status -> Select Network -> Select TCP/IP Parameters. Your IP address will be displayed on the screen.

     

  5. Press the Menu key -> Select Settings -> Select Basic -> Select Restart Phone -> Press the Yes soft key to confirm reboot

     

  6. ISC does provide new handset cables. Open a ticket with Client Care specifying the location of the handset and user name.

     

  7. For major departmental moves please consult your Local Support Provider (LSP) to find out the plan of action. Generally Polycom phones can be moved to any other activated VoIP wall plate. A list of LSP can be found here.

     

  8. Make sure all cables connected to your phone are securely connected. Make sure the cable connected to your phone is in the LAN cable port. Also make sure the opposite end of that cable is securely punched down to the VoIP wall plate (usually labeled with blue tab).

     

  9. Typically University of Pennsylvania has dispatched one of four types of Polycom models: IP321, IP550, IP650 or IP6000. The type of model is listed on the back of the model near the MAC address. Types of models: Polycom 321, 550, 650, IP 6000 SoundStation Conference Phone and Expansion Module.

    Polycom 321  

    Polycom 550  

    Polycom 650  

    Polycom IP 6000 

     Expansion Module