Polycom SoundPoint IP 32 Series User manual

Trouble Shoots
If you could not hear Dial tone, please check Trouble shoots below.
Before starting, check the cable diagram to make sure that the cable
connections are correct.

TS1. Have you adjusted the compatible switch on side of Base set to #2 ?
It should set #1 for your phone model.
TS2. When pressing the CALL BUTTON on the Headset (the rectangular button
on the unit worn on a head) light up the 2nd Light on the Base? If NOT, it is a
pairing error.
Youtube below will helpful.
https://youtu.be/f0ZiQCQ6l3M
Or, refer followings.
How to Pairing?
1) Place the Headset on the Base Cradle.
Leave the headset on Base for 30 minutes. A
minimum of 30 minutes of charging is required
for operation.

2) Press and Hold the Mute button on the Base
until the 2nd headset light blinks to get in
Pairing mode.
3) Press and Hold the Mute button on the
Headset (Press the headset volume control
switch vertically) until the headset light will
blink to get in Pairing mode too.
The Headset and the Base will communicate. If success, One Beep tone sounds
and Both Lights will OFF.
TS3. Is the Headset Button on the Polycom Phone TURNED ON by pressing the
CALL BUTTON on the headset in step TS2 above?.
If NOT, the JABRA EHS SET on your Phone was not
completed or erased due to Power reset of the Polycom
phone.
For setup it, the followings will help.

For VVX models,
https://blog.merrittcomm.com/2017/08/16/8-steps-to-enable-electronic-hook-
switch-control-with-polycom-telephones/
For SoundPoint IP models,
https://www.youtube.com/watch?v=Z3HUxpfAip8
!!! Special Note : In rare cases, the JABRA EHS you have set up may not be
retained after reboot due to the Server. You must change the override feature of
the PBX / Server. Ask your admin to change it !!!
!!! Phone must be running SIP application 3.0.2 or higher (Except
5.9.0 problematic version ) and BootROM 4.1.0 or later.
TS4. If you can not hear any sound even though above TS1 - TS3 is not
abnormal, there may be a problem in the Headset port of your Desk Phone.
The Headset port of your Desk phone may be broken.
Here is how to check for any fault of the headset port of your Desk Phone. The
picture below will help.
1) Unplug the HANDSET cord from the handset port on your DESK phone.
Connect this to the HANDSET port (far right) of the Base of headset.
2) Connect the supplied telephone cord to the empty HANDSET port of the
DESK phone on No. 1 above step. The other side connects to the middle
telephone port of the Base.

3) Please remove the EHS cord from the AUX port of the Headset's Base.
Let’s test a sound.
1) Hook ON the HANDSET of your DESK phone. (Make No calling state)
2) Hook On the Headset, No call state. The 2nd light of the Base turned OFF.
3) Hook Off the Headset -> Press Call button on the headset. It will turn ON the
2nd light of the Base. It will be in talking state.
4) While listening to any sound from the headset, Hook Off the HANDSET of your
DESK phone and dial calling to someone. The HANDSET simply is lifted off to
active a phone call. Try talking to the other person with the headset.
If you hear a sound, the headset port on your Desk phone has proven to be
broken. Therefore, the headset is not a problem.

It may be a malfunction of the Headset port due to the Polycom phone software
problem. The Firmware update may helpful. Ask Admin or Refer links below.
https://www.youtube.com/watch?v=6se_NHKh22s
https://kb.intermedia.net/Article/2350
!!! Phone must be running SIP application 3.0.2 or higher (Except
5.9.0 problematic version ) and BootROM 4.1.0 or later.
TS5. Charging Problem? Please refer to the Youtube Video below if you are
having trouble charging or if you have trouble using the battery for an enough
time.
https://youtu.be/9XKPqTAaHmU
Most problems happen when you place your headset in the cradle improperly
when you leave work.
If you have any inquiry, Please contact [e-mail]