What do I do if my Poly Edge E320 or E499 isn't ringing or calls are going to Voicemail?

What You Are Experiencing
Incoming calls are not ringing your Poly Edge E320. Callers reach voicemail immediately or the phone rings once and stops.

Most Likely Cause
Do Not Disturb (DND) is active on the phone, or a call forwarding rule in CommPortal is overriding your ring settings.

How to Fix It
Step 1: Check DND Directly on the Phone

1. Look at the bottom softkeys on your E320/E400 screen.
2. If DND appears highlighted, or the LED bar shows a solid red glow, Do Not Disturb is active.
3. Press the DND softkey to toggle it off.
4. The DND indicator should clear from the screen and the LED bar should return to normal.

NOTE: When DND is on, callers hear: 'We're sorry, the person you are calling is currently not accepting calls.'
The call disconnects. It does not go to voicemail.

Step 2: Check CommPortal Call Manager
If DND is not the issue, a forwarding rules in CommPortal may be redirecting your calls.

1. Open a browser and go to https://phone.wowforbusiness.com.
2. On the Dashboard, check Phone Status.
3. If status shows anything other than Available for Calls, click the dropdown and switch it back.
4. Click Open Call Manager and review Advanced Settings for any active forwarding rules.
5. Disable any rules that should not be active, then click Apply.

QUICK CHECK: DND softkey is not highlighted and CommPortal shows Available for Calls.
If both are confirmed and the phone still does not ring, proceed to Call In.

Contact us if:
DND is off and CommPortal shows Available but phone still does not ring.
The LED bar is flashing in an unexpected color or pattern.
The phone screen is blank or frozen.