Home Troubleshooting & Error Resolution How to Troubleshoot Call Connection Issues on Polycom Devices Where Calls Connect Instead of Disconnecting When Hanging Up

How to Troubleshoot Call Connection Issues on Polycom Devices Where Calls Connect Instead of Disconnecting When Hanging Up

Last updated on Aug 11, 2025

Sometimes, Polycom desk phones may exhibit unusual behavior where a call connects instead of disconnecting when the handset is placed back in the cradle or the call is ended. This issue can be caused by SIP signaling misconfiguration, firmware issues, or PBX settings not syncing properly.

Step-by-Step Troubleshooting

Step 1: Verify Physical Setup

  1. Ensure the hook switch on the handset is not stuck or obstructed.

  2. Disconnect and reconnect the handset cable to confirm there’s no physical hardware fault.

  3. If using a headset, unplug it temporarily to see if the behavior persists.

Step 2: Restart the Polycom Device

  1. Press the Home/Menu button.

  2. Navigate to Settings → Basic → Restart Phone.

  3. Wait for the phone to reboot and retest the call behavior.

Step 3: Check SIP Signaling Settings

  1. Log in to the phone’s Web Configuration Utility (enter the phone’s IP address into a browser).

  2. Go to Settings → SIP → Call Handling.

  3. Ensure that On Hook action is set to terminate calls rather than initiate them.

  4. Save and reboot the phone.

Step 4: Update Polycom Firmware

  1. In the phone’s Web Config, navigate to Utilities → Software Upgrade.

  2. Select the latest supported firmware version for EVO Voice.

  3. Update and reboot the phone.

Step 5: Reprovision the Phone

  1. In the EVO Voice Admin Console, navigate to Endpoints.

  2. Locate the Polycom device and click Reprovision.

  3. Confirm that the provisioning server URL and SIP account credentials are correct.

  4. Reboot the phone to pull the updated configuration.

Step 6: Test on Another Device

  • If possible, test the same extension on another Polycom phone.

  • If the issue does not occur on the other device, the original phone may require a factory reset.

Step 7: Perform a Factory Reset (if needed)

  1. On the phone, go to Settings → Advanced → Admin Settings → Reset to Defaults → Reset to Factory.

  2. Reprovision the phone from EVO Voice after the reset.

Additional Notes

  • This behavior can also happen if call pickup or intercom features are incorrectly triggered when hanging up. Double-check custom key assignments in the phone configuration.

  • If the problem persists, open a support ticket with Polycom support or Evo Voice technical support for deeper SIP log analysis.