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tim-prine avatar image
tim-prine asked ·

Phone Swap not working

I'm having an issue with three of our phone lines. The original users of these phones left the company so they were moved to an unassigned state. Now we need to use the phones again with new users but the phones are not updating from the previous user to the new users.

I've attempted to update the configuration several times and have rebooted several times as well without any luck.

What can I do to force these phones to update to the new users?
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nathan-malone answered ·
Hello Tim,

Are the phones showing in the assigned status in Phones & Devices with the desired Users at this point in time?

If so are the phones registering when you plug them in and allowing you to place and receive phone calls?

If so you may need to log into the IP address of the phone and update the Display namein the phone itself.

If the phones are IP model Polycom phones then they maybe on old firmware which could cause the issue. The IP Polycom phones have to be on 4.0.9 firmware to work correctly with our servers.
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The correct phones are showing in the assigned status in Phones and Devices with the correct users.

They are not registering and allowing the users to make/receive calls.

I don't have them in front of me at the moment so I don't know what firmware they are on. What do I need to do to update the firmware?
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Do you know if the phones are IP model Polycom phones or VVX model Polycom phones or if they are Cisco phones?

The firmware will only matter if the phones are IP model Polycom phones, ie IP335, or IP331, or IP321.

If the phones are IP model phones you can get the IP address of the phone by going to menu, status, network, TCP/IP Parameters.

Type the IP address into a web browser's URL field and you should get to the web interface. Password for the phones should be 456.

Once inside, select the Utilities tab, select software upgrade, select check for upgrades, then select version 4.0.9 from the drop down list.
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Thank you Nathan. They're IP321 phones. I'll look at the firmware and go from there. Thanks!
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The default password you provided isn't working. Is there some way for me to reset the phones to their factory settings and force them to pull information from RingCentral?
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The phones will not pull information from RingCentral unless they are on the 4.0.9 firmware and have been provisioned with the correct information.

You can factory default the phone by going to settings, advanced, administration, and then restore to factory, but you have to have the admin password to do this. The 456 might work to get you into these settings.

If the 456 does not work from there then the phone must have something other than a default password set. If the phone did not come from RingCentral then there is nothing further we would be able to do the get the password.

If the phones came from RingCentral let me know and I can see if I can find the passwords for you.
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