Firmware upgrade caused no data for missed or received calls

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My Polycom IP 550 phones automatically upgraded firmware to version 4.0 from 3.9 about 4 weeks ago. Since then, the phone does NOT display 'missed calls' or 'received calls', (but DOES display 'placed calls' data). This is very annoying as it is now much harder to track my time spent talking with clients.

The phones were provided by Ringcentral when we opened the account 18 months ago. All three of our phones have this problem.

I am told we can't downgrade the firmware, because the Ringcentral server will always upgrade back up to 4.0.

I hope this issue is resolved quickly!!!
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Chris topher

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Posted 6 years ago

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RC-Installer, Champion

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Hi Chris, this may just be an option to turn on and off. I don't think it is a limitation of the software.

There must have been a standard for the options and that was turned off.

Article Number : 000005137 explains how to login to the phone to see some users settings that could be turned on and off

there should be a setting in there about the missed and received calls display.

Let us know if you are able to solve the problem as I do not think this is firmware specific

Thanks

Chuck
Certified Ring Central Installer
ckfuscone@yahoo.com
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Chris topher

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Hi Chuck thank you for your prompt response, I read the article and followed the instructions, but unfortunately the login passwords did not work. (Note the phone is a Polycom 550 – the article covers Polycom 300,310,400 & 410 models)

For your info, I attach an email from a Tier III specialist at Ringcentral below. We’ve spent literally hours on the phone trying to resolve this, including IP login changes & factory resets. Any insights would be appreciated

Thanks again,
Chris

*******************

Hi Chris,

I tried doing that in one of my phones but apparently, the phone, once rebooted would get the XML/config file for the 4.0 version since that is the one being offered by the servers. The phone would always match the one that the servers offer to work (it would upgrade itself if we downgrade it). I tried to upgrade the phone to 4.1 but I got some news that not all features of RC would work on the 4.1 version still. I am also checking with them on what features would have issues/not work in upgrading to the 4.1.

In short,

Phones right now are on Version 4.0 (Even if we downgrade it to 3.9, it would always come back to 4.0 to work since 4.0 is on the server's end) Phones working without issues is Version 3.9 Phones not sure to work with other features is Version 4.1

I am also trying to do some things here on my end to have at least a workaround for this issues.
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Ben Foster, Alum

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Hi Christopher, this is actually a Polycom firmware bug (per our engineering team). Version 4.1 of the firmware may fix the issue, but as you learned, not all RC features will work with that firmware version. Let me know if you have any additional questions - my apologies!
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Mark Follender

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I too am extremely annoyed by this issue. Neither Polycom nor Ring Central really seem to care about correcting the situation. If they can't make it work, then Polycom should acknowledge that it cannot partner with Ring Central and take back the phones.In the alternative, I should be permitted to switch to a Voip provider that is compatible with Polycom.
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Kim Fitzgerald

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I am having this problem also, and have been told RingCentral is aware of it. It looks like it's been ongoing for several months with no progress. Does anyone know for sure if it's a RingCentral or Polycom issue? I need a resolution ASAP and if I need to go directly to Polycom I will, but it doesn't seem like RingCentral is interested in helping.
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Chris topher

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Hi there; I upgraded to v4.1 last month and haven't had any problems since. All features work now
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Kim Fitzgerald

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Chris Topher, which phone do you have? Our Polycom two-line phones are working OK, but the four-line phone is the one that's not displaying "missed" or "received" calls.

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