Users setup on Presence Keys are Ringing

Question

There is one phone that rings whenever an extension that is setup as a presence key is called. The checkbox “Ring my phone when any users I am monitoring rings” is unchecked. The phone is a VVX450. All the presence keys have been removed, phone unplugged then plugged back in. No extensions are shown on the display. Confirmed by adding calling a couple of the extensions that were previously assigned to presence keys and his phone did not ring. Added one extension as a presence key, unplugged the phone and plugged back in. The one extension is now showing on the display. When the presence key extension is called the users phone rings. I again confirmed that the “Ring my phone...” box is unchecked. Tried a resync and still the same thing.

Also, tried checking the “Ring my phone..” box, unplugging the phone, plugging back in, removing the check, unplugging the phone and then back in.

Nothing seems to work. Anyone have any ideas as to how to resolve this?

Thank you

Mary-Community_Moderator · Accepted Answer

​@Susan2153262010, you may try the solution below:Set the phone's local ring type for monitored lines to "Silent."Update Local Phone SettingsOn the physical VVX 450 handset, follow these steps:Press the Home button.Navigate to Settings > Basic.Select Ring Type.Select Attendant Calls.Scroll and select Silent Ring.Press Home to exit.Why this happensLocal Override: Polycom phones prioritize local settings (those made via the physical screen) over "Custom Configuration" files pushed from the server.Attendant Calls vs. Presence: In Polycom's firmware, "Attendant Calls" refers to any line being monitored via BLF (Busy Lamp Field/Presence). If this is set to anything other than "Silent," the phone will ignore the RingCentral portal's "unchecked" box and ring anyway.If it still persists:If the local setting doesn't stick or the menu is locked, you may need to Reset Local Config to wipe any conflicting local overrides:Go to Settings > Advanced > (Enter Admin Password, usually 456 or 789).Select Administration Settings > Reset to Default > Reset Local Config.The phone will reboot and should then respect the "Silent" behavior from the Admin Portal.

Susan2153262010 · Answer

For some reason his phone was set to ring. The attendant setting has been changed to silent ring and it is working perfectly.Thank you, Mary!

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