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Presence stopped working for some of our user's Polycom phones- any fix suggestions
Tags: presence has stopped working for some of our users
Apr 29, 2021 at 10:07am   •   2 replies  •  0 likes
Christine Price

Presence has stopped working for some of our users Polycom desk phones. Tried rebuilding presence, switching phones, and changing users. Have a current ticket #12657361 and was told there was an issue with presence not working correctly on the app but that it was resolved. Now we are having the same issue affect our desk phones for some of our users. Does anyone have suggestions for a fix because nothing has changed regarding our settings on our side for the 5 years we have been with Ring Central.

on Apr 29, 2021 at 12:35pm   •  0 likes

Hi Christine, it shows that your case with Tier 2 is still open. I will follow up with the team to continue working with you until they will fix the issue.

on Apr 30, 2021 at 10:08am   •  0 likes

Hi Christine. I made a follow-up from the Tier 2 Team about your case. Someone will reach out to you.

1 Answer
answered on May 5, 2021 at 4:35pm  

To reiterate there was not an issue with presence until Ring Central had an outage with their presence on their Ring Central application which they claim to have fixed. This issue can be corrected in the US by disabling presence and then reenabling presence and then power cycling the phone. Our main issues are with our Canadian users where we erase presence and reinstall presence, change phones and change users only to have the issue reoccur. These issues most frequently appear when users have more than one phone or have been working from home and then come back to the office or begin working from home. Just looking for suggestions to correct the issue.


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