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Suggestion for Software Vendor to use Polycom

Occasional Visitor

Suggestion for Software Vendor to use Polycom



First of I am posting to look for suggestions, ideas, comments, recommendations.



I am not sure if I am allowed to name our vendor that is being very difficult and unhelpful. Problem i am having is.. we have over 450+ phones. Prior to moving to a different platform, they said the switch for 30 phones will be under 2 hours but ended up being 14 hours. Another site with 80 phones, they said it would take 2 hours ended up being 6 hours but only 90% completed Another site with 300+ phones would take 4 hours ended up being 30 hours (14 on Sat and 16 on Sunday). On top of that, they were not able to configure speed dials on side cars, not able to convert 14 IP670 phones, not able to resolved URL disable on 3 IP6000 phones, we have random phones drop with URL disabled. These are the major issues.. minor issues is another whole laundry list. All that being said, with my effort and time of pushing them to resolve they came back saying the configuration issue is due to a back end upgrade and they have to complete a service recovery in order for all those major and minor things to be resolve. I call this BS, excuse is to buy them time because they only assigned us one VOIP engineer and she has no idea what she was doing. She was reading a documentation. On top of that they are working on other migrations, cause she said so herself.


I called Polycom directly and they were unable to help. They said hardware is theirs, software is the vendor. I asked if i can get a list of recoomendations of vendors but understandble that they are unable to provide. I am wondering if it is okay to ask for anyones input and ideas. 


Please let me know, I look forward to hearing from anyone.


Thank you in advance.



Message 1 of 2
Polycom Employee & Community Manager

Re: Suggestion for Software Vendor to use Polycom

Hello James,

welcome to the Polycom Community and this post originally landed in the Spam area.

It is always useful to include the currently used SIP or UC Software version as issues experienced or a question asked may already be addressed in a newer release.

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.

Therefore the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP or UC Software Version of my Phone?
Resolution: Please check here


It also would help the community if you could post some details what geographical area you are located to make any recommendations.

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

Best Regards

Steffen Baier

Polycom Global Services

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.
Message 2 of 2