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VVX 500 Displaying Previous Contacts Name on incoming call

Occasional Contributor

VVX 500 Displaying Previous Contacts Name on incoming call


I have a VVX500 that is displaying the wrong CID name on incoming calls. The caller "Britney" was previously named "ESF" on the Metaswitch and VVX500's line key speed dials. After the name was changed TO Britney, it still shows "ESF" on all phones receiving calls from Britney. I don't see any references in the Metaswitch to "ESF" anywhere.


We are allowing local contact storage (no directory coming from provisioning server). Customer checked and that number is not stored as a local speed dial key or directory entry on his phone with the wrong name. Multiple other phones are also seeing the wrong name but in the SIP signaling to the phone I see Britney being sent. I've narrowed this down to something in the phone(s) but I don't quite know where to go from here. I don't want to factory reset 50+ phones. I'm 1000 miles away so can't go there in person.


Is there a way for me to download the phones "local contacts" to see if there's something I'm missing OR that the customer missed?

Any suggestions? Specific logging in the phone I should turn on besides SIP?

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Polycom Employee & Community Manager

Re: VVX 500 Displaying Previous Contacts Name on incoming call

Hello @gspanos ,


welcome back to the Poly Community.


Apart from the fact that the quoted Software is no longer supported by Poly I suggest you do the following:


  • Upgrade to UC Software 5.9.2

  • If this still fails to start looking at:

    Jan 6, 2012 Question: How can I create a local contact directory/phonebook or what is the 000000000000-directory.xml used for?

    Resolution: Please check => here <=

  • And to answer your original question there is no way to download the phone book from the phone. This would be hosted on the server if there is such server

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
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