Plantronics + Polycom. Now together as Poly Logo

Contact Directory is Out of Order in All Instances VVX 601

SOLVED
Highlighted
Occasional Contributor

Contact Directory is Out of Order in All Instances VVX 601

I am the admin of our PBX, which I use to provision our phones through Jive. For the last several months, contact directory on each phone doesn't show contacts in alphabetical order, whether by first or last name, it seems to be entirely at random.

 

List of fixes tried:

 

• Reset phone to base firmware and reprovisioned
• Reprovisioned through GUI using IP address
• Reprovisioned manually on the phone screen using Jive provisioning servers
• Reprovisioned manually on the phone screen using Polycom provisioning servers to reset firmware
• Removed custom device configuration and reprovisioned
• Rolled up firmware
• Rolled back firmware
• Checked box for automatic directory filling and resynced
• Unchecked box for automatic directory filling and resynced
• Tried different phones of the same model

 

Please help me if you're able or have experienced a similar issue, thank you,

 

Phone Information
Phone Model VVX 601
UC Software Version 5.9.4.3247
Updater Version 5.9.7.31274

Message 1 of 6
1 ACCEPTED SOLUTION

Accepted Solutions
Highlighted
Polycom Employee & Community Manager

Re: Contact Directory is Out of Order in All Instances VVX 601

Hello @ednvira ,

 

First Video Communications FZ-LLC sold this back in 28/03/2019 and I see a location in Kabul Afghanistan for this.


This is the same information already provided by our Tier 1 team when you opened 1-14225019041


Best Regards

Steffen Baier

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

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

View solution in original post

Message 6 of 6
5 REPLIES 5
Highlighted
Polycom Employee & Community Manager

Re: Contact Directory is Out of Order in All Instances VVX 601

Hello @ednvira ,

welcome back to the Poly community.

Some or a couple of your old post(s) or reply(s) to them => here <= are still open/pending as you have not marked these as "Accept as a solution" or at least provide some form of feedback or answer.

If they are in this state nobody finding them via a community search will know if an answer or advice provided was useful and has maybe helped you.

Could you therefore kindly go over them and mark or answer as appropriate ?

If they are marked as "Accept as a solution" other users can find these easier and it helps them to utilise the community more efficiently. Please do not simply mark them without any type of feedback.

 

For your new issue, I suggest opening a support ticket.

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

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

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

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 6
Occasional Contributor

Re: Contact Directory is Out of Order in All Instances VVX 601

I've replied with the resolution to the previous post.

 

However, I cannot open a support case with Polycom, I was advised to post here, as I am not a partner, rather an end user.

Message 3 of 6
Highlighted
Polycom Employee & Community Manager

Re: Contact Directory is Out of Order in All Instances VVX 601


@SteffenBaierUK wrote:


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

Best Regards

Steffen Baier


 

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

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 4 of 6
Highlighted
Occasional Contributor

Re: Contact Directory is Out of Order in All Instances VVX 601

Please look up 64167f619ed7, thanks.

Message 5 of 6
Highlighted
Polycom Employee & Community Manager

Re: Contact Directory is Out of Order in All Instances VVX 601

Hello @ednvira ,

 

First Video Communications FZ-LLC sold this back in 28/03/2019 and I see a location in Kabul Afghanistan for this.


This is the same information already provided by our Tier 1 team when you opened 1-14225019041


Best Regards

Steffen Baier

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

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

View solution in original post

Message 6 of 6