Polycom VVX 301 User manual

Layer 1 Troubleshooting Checklist
PolyCom VVX 301
[e-mail] | 866.847.1500 | Granite Telecommunications
• Is “Do Not Disturb” on?
If the site reports there is no audible ringing on the phone, they may have
“Do Not Disturb” enabled. To enable or disable “Do Not Disturb”, press
the home button and use the navigation keys to go over to “DND”. Press
the middle navigation key to select. The phone is now in “Do Not Dis-
turb” mode and the “Do Not Disturb” icon will be seen in the top right
corner. Follow the same steps to disable.
• Has a reboot of the phone been done? If not, please reboot.
To reboot a the phone press
and hold 1, 0, and 3 on the
phone at the same time for
three seconds
• Does the site have Internet access? Are other devices connected
to the same Internet working?
• What is shown on the screen of the phone?
• Does the phone have power?
If the power is not on, please have the site confirm that the connection is POE (Power Over
Ethernet). If they are not using POE, please confirm that the power brick is plugged in.

[e-mail] | 866.847.1500 | Granite Telecommunications
Once the troubleshooting has been done to answer the above questions, please send the
below template to Granite in order to proceed with a repair ticket.
• Contact’s full name:
• Contact’s Email:
• Contact’s cell number (if the lines on site cannot receive calls):
• Location’s Main Phone Number / Account number:
•Phone number you are using/on, phone number that you called/called you, date/time,
issue experienced.
For issues that are not repairs (such as adding new phones, personnel changes, needing a
new auto-attendant message). Please provide details of request for changes.
Isolating the Issue
If the issue reported is isolated to one phone, if possible have the site plug the non-working
phone into a dierent jack that already has a working phone ( please note: the phone that is
currently using that jack will need to be unplugged briefly ). This will help determine if the issue is
the phone itself or the jack it is plugged into.
Layer 1 Troubleshooting Checklist
• Are the calls forwarding elsewhere?
Check CommPortal for forwarding and have the site dial *73 just in case they enabled forwarding
unintentionally