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how to efectively obtain an upgrade key for Group 500 ?

Occasional Contributor

how to efectively obtain an upgrade key for Group 500 ?

I need to do a software upgrade for a Realpesence Group 500 unit, for a third-party customer. Its actual software version is 6.0.0-280932 and the target upgrade is (probably with intermediate upgrade to as I understand from the web site download page).


I thought that such an upgrade should be as simple as entering somewhere the serial number and then go to some purchase page for the upgrade key, but it seems I missed something here.


I enrolled the Poly Partner program just because of this, since in the future it may be possible to do the same on another Polycom system or systems. I am in the maintenance and/or system integrator field and tender for maintenance on Polycom conferencing products are quite often cited.


When I registered to Polycom web site, there were only three possible options – (1) an end user or consumer (not applicable for me), (2) a Polycom partner or reseller (this is where I thought I can fit) and (3) a Polycom employee or contractor (not applicable for me).


Should I contact a local dealer instead with a software upgrade request ? If so, then what is the point in becoming Poly Partner ? Probably it was better to skip the partner program and ask directly a local dealer as if I were the end user of the unit (though I am not).


I even opened a SR related to this upgrade request, since I don't understand the "workflow" here (SR 1-22913702721 and 1-22913702731).




Thank you,


Message 1 of 2
Polycom Employee & Community Manager

Re: how to efectively obtain an upgrade key for Group 500 ?

Hello @secarica ,


Welcome to the Poly Community.

To become a partner certain "boxes" must be ticked so it is not just as easy as signing up as this involves training and other things. I am from a support background so I do not have too much of an idea of what is needed to be precises.


For the serial work with a local Poly reseller in your region.

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 Poly 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. All posts and words are my own & do not represent the views of Employer.


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 2 of 2