End Customers are unable to open tickets with Polycom support and I assume the answer given when my colleagues closed your ticket where to contact your Polycom reseller.
You have to follow this up the official way.
Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.
Polycom Global Services
A couple things to note: The VVX desk phone needs to be running a software version that supports D60 and you need to go to the desk phones web interface (or if your switch provides you another interface), settings, D60 settings, and make sure you have the box checked for "D60 Profile". Once the D60 is enabled on your desk phone, you can plug the D60 base unit into it, hit the Home button on the phone then go to settings, features, VVX D60 Configuration and select your pairing method.