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VVX 5.3 missed call notifications

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Polycom Employee & Community Manager

Re: VVX 5.3 missed call notifications

Hello @BC-IT ,

 

welcome to the Poly Community.

 

This would have to come to Support. We are unable to deal with this directly with people simply reporting this here.

In order to raise a support ticket, you need to work with your Poly reseller as they may need to do this for you.

 

Mar 8, 2012 Question: What kind of support should I expect from the Community?
Clarification: Please check => here <=

End Customers are usually unable to open a ticket directly with Poly support.

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.

If the unit is no longer within the warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail here


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

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The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 11 of 13
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Occasional Visitor

Re: VVX 5.3 missed call notifications

Having to deal with only a reseller is a terrible way to handle customer support by Polycom, which is likely why, on every forum I see, users are plagued by issues with Polycom phones that never get resolved since Polycom likes to wash their hands clean of any reported issues by saying "deal with a reseller."

Polycom won't even support their own Demo units?  How do I get support on a Demo unit?

Message 12 of 13
Highlighted
Polycom Employee & Community Manager

Re: VVX 5.3 missed call notifications

Hello @BC-IT ,

 

The reasons for this support model are explained in detail in the referenced FAQ post. We do not wash our hands, we simply need to ensure that the resources required to support customers are utilized correctly.

 

In case you are using a demo unit, please work with the Poly sales engineer that provided this individual unit. They usually provide support during the proof of concept and you are able to purchase maintenance/support for all units once the system goes live. Just like any other professional organization does.

 

After this, a demo unit should be returned to Poly.

 

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 13 of 13