When outside callers call an IP phone, they don't hear it ringing

[IMESD]

I'm having trouble with an issue in an SV9100 system. An employee has an ITZ-700 IP phone and when outside callers call him the caller does not hear any ringing. The employee DOES see the call coming in and hears it ring. This is confusing for the caller so we need to get this fixed.

This happened a couple of years ago to this same IP phone and our vendor gave us the following "fix."

At the phone: Press Speaker then # * # *
Enter the password XXXXX and press transfer button
Enter 990367
Enter 0 and press transfer button
Press the answer key 3 or 4 times until you get back to beginning program screen
Press speaker key

We tried this solution this time and it didn't fix the problem. Nothing has changed with the system or phone service. All other IP phones work fine and they are all the same model and firmware version.

Any ideas? Thanks!

Cindy

 

[belevedere]

Are you sure about 99-03-67? That is a hidden manufacturer memory block with no published definition.
Check MB 22-06 for the extension in question. Make sure it is checked to ring for all modes.
If the station is using a virtual extension for the call termination, then check MB 15-09 for ring by line key.

 

[IMESD]

I double checked MB 22-06 and 15-09 and both were checked correctly. A call does ring on his phone. The problem is that the outside caller hears no ringing on the call at all. A caller calls in and they hear nothing until at some point the employee answers and says hello.

Thanks for helping.

 

[belevedere]

So, the phone rings, but the caller hears nothing? Sounds like a trunk/carrier issue. What type of trunks do you have?

 

[IMESD]

correct, the phone rings but the caller hears nothing. They have a PRI.

 

[belevedere]

Since it used to work and for no apparent reason it stopped working, I'd suggest a system reset. However, I strongly suggest calling your vendor back in to troubleshoot it.

 

[IMESD]

Thank you Belevedere. I really appreciate your input.

Have a great Friday!