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Layer 1 Troubleshooting Checklist

PolyCom VVX 301

clienttraining@granitenet.com | 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.

clienttraining@granitenet.com | 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