Ability to Remote Restart all Common Area Phones

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  1. Account type  (U.S., Canada, UK,  AT&T, Telus, BT) - U.S.
  2. A brief description of the business - Law Firm
  3. A high level description of the product or feature being requested - Ability to remote restart all common area phones with a single command
  4. A typical use case scenario explaining how your business would use the feature - When there are data center issues (we have a direct connect to an east coast data center) or other network issues that forces our Polycom desk phones to reconnect they will fail-over to the public internet connection which we have had several issues with (why we have a direct connect) this is fine in the short term but once the direct connect comes back up the phones won't re-register until a reboot, we can hack out a template to turn HD audio off/on for Users to restart their desk phones, but for our 167 common area phones we have to individually restart them, this is incredibly tedious as it involves going to each phone physically or in the admin portal, physically is almost impossible with 7 different office locations, and in admin portal that 167 can take at least an hour or more assuming there are no interruptions
  5. Benefit of such feature - Saves time, feature makes perfect sense for a larger organization, not having it requires us to call into support where the expectation that was set for turnaround amounted to "It depends on how busy they are", once the issue is diagnosed and we know what needs to be done it's frustrating having such limited options to administrate our system.
  6. Number of Users and/or Digital Lines ~600-700
This is a basic administrative function, the only options available are for individual phones, and even when restarting user phones using the template it just feels bad because I'm not sending a command to restart the phones, I'm sending two commands by toggling a setting off/on that just happens to restart the phones, and then I'm stuck going to 167 individual phones after this to do the same thing if we just want to take care of it ourselves.

While I appreciate support being 24/7 I'd like the ability to do something as simple as a mass phone restart on our account even if it's just for common area phones since we have an option for users.

We're unable to perform router/switch restarts outside of planned network maintenance windows so that unfortunately doesn't work for us without taking down other necessary systems, and having emergency maintenance windows also doesn't work as we have users here at all hours depending on work load.
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Mike Rowe

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Posted 2 weeks ago

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Taylor

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Never thought to post this before, but have had the same gripe. The way I envision it, a central device management page would allow an admin to view all devices on the account. You could then filter/sort by type, location, or otherwise. Once filtered simply do a select all (each device has a checkbox) and choose Batch>Restart (or similar) in the top menu bar. Clean, simple, effective.
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Mike Rowe

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I'd take a programmed Raspberry Pi hooked up to a lever at this point, but that does sound attractive.
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Taylor

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"Mike!"
"Yeah?"
"Hit....the lever"
*cue dramatic music*
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Taylor

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I'm just thinking Mike, it might make sense to look at this more directly. Given how incredibly long RC takes to implement suggestions/ideas here (the 3+ year wait for providing proper fax confirmation emails is a prime example) maybe a back-end solution is more appropriate.

This is a project which goes along the lines of what I was thinking. Since the phone are all web-accessible I try to manage them directly as much as possible (with whatever settings aren't wiped by the RC boot server on restart).
https://github.com/Kibbles/polyboot



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Michel, Champion

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(Off topic, but Taylpr you mentioned a problem with proper fax confirmations - can you point me to details about this)
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Michel, Champion

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When your direct internet connection goes down, all your phones auto-connect to the public internet service as part of your network switching configuration - correct?  The phones don't have to be restarted to fail over to the public internet service?
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Lee, Champion

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We fail our phones over using a backup connection in our firewall. That way the phones keep the same IP address. They also have to use a public DNS server or they will need to be restarted when they switch to the failover network.  
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Mike Rowe

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I'm not as familiar with our network environment as our network techs, however it's my understanding we utilize SD WAN, internally all of our IP addresses remain the same but if the SD WAN appliance loses the session it attempts to establish a new session over the open internet (in this case due to the data center connection going down/having issues/whichever RFO there was) the phones hold onto that session until they're rebooted where they re-establish with the preferred connection.
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Michel, Champion

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As a work-around until you can get a remote-restart-phones function, could you not connect to your firewalls and disconnect/deactivate the public internet service to force all the phones to reconnect to your direct connection?
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Mike Rowe

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That would likely be possible but we actively try to avoid disrupting traffic for a variety of reasons since we have a lot of other services that go out over that connection (we have hosted solutions for a variety of our systems). Since it's possible to do so without disrupting other network operations we opted to take the hour+ to go through each phone individually, we've since heard the possibility of doing a restart of every phone on our account from support but this seems like something we should have the ability to manage within our IT dept since it seems possible to do, I just don't have the button to do it.
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Lee, Champion

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I see Mike, I guess i am just lucky to have the auto failover/failback when we have a connection go down. You might get your Network Guys to write a script to restart the ports on the POE switch that the phones are connected to when they need to failback to the preferred connection. Until we get the ability to restart the phones.