welcome to the Polycom Community.
It is always useful to include the currently used Software version as issues experienced or a question asked may already be addressed in a newer release.
It would also be helpful to state what exact product you are using aka a PTC or a Polycom Touch?
This also allows yourself and others to check against current software release notes, Administrator Guides or FAQ post’s.
The above is also stated in the "Must Read First" and is the absolute minimum requirement every new post should include. .
In addition providing us with this basic information gives Polycom an idea what Software Versions are used in the field and avoids wasting time trying to troubleshoot issues which have already been addressed.
Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.
Polycom Global Services