Force Restart of Polycom Desk Phone if Internet Drops?

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Although rare, there are times when our internet connection drops for a short period. The problem is, when it comes back online we almost always have to manually reboot our desk phones. Either the phones are out of sync (some ring, some don't) or there is an issue with the line being registered, etc.

I understand why that happens, which is fine, but it would be great to find a way to force them to reboot on there own once the Internet connection is reestablished. Any ideas how to make this happen?
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Brandon Scivolette, Champion

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Posted 2 years ago

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Cecile Glassy, Champion

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Via the Admin Portal access,  you should be able to go to Phones and Devices and enter the User name or  last 4 digits of the MAC Address of the device - or the extension # of the device     and when the management interface opens for that device   choose the RESYNC button  near the top right area of the screen     and choose   SAVE   at the bottom right area of the screen.
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Brandon Scivolette, Champion

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RESYNC? Not seeing that option.
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Cecile Glassy, Champion

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Brandon - I am sorry I misunderstood - I thought you had access to the Admin portal settings      this looks like you are logged in from the User access side.
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Brandon Scivolette, Champion

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That is the admin portal view, from within RC. I am an admin. To be thorough I also logged into my desk phone via my browser, (the actual Polycom interface)  but couldn't find such a setting.
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Cecile Glassy, Champion

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OK  my error - I apologize,  my guess is we just have different views and buttons available in the Admin portal.
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Brandon Scivolette, Champion

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To be clear, you use the RC contact center?
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Pamela Squires

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To tag onto this issue, I am also hoping there is some sort of an automatic reboot option.  It seems our customer service phones will encounter some sort of problem on occasion that a reboot fixes.  Sure, I can reboot from my PC in the admin portal when this happens, but I would prefer that phones automatically reboot in the middle of the night while no one is here.  I would rather prevent the problems than deal with them, because that results in customer service downtime.
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Brandon Scivolette, Champion

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Interesting. I'll check with support to find out why I can't see this view. We use RC Office, not the contact center, so perhaps that could be the issue. I'll inquire though.

As for your suggestions:
  1. Our POE switch is just a hub, it's not managed. There isn't any software associated with it, thus I am unable to force a restart automatically
  2. There isn't a reason for the Internet dropping, it's going to happen from time to time. It's not on our side, but instead the ISP. It may happen once every few months, and the drop usually lasts 30 seconds or less. But, that's plenty of time to put our desk phones out of whack
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Cecile Glassy, Champion

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We recently experienced a massive internet outage where we were down for 2 full days and part of a third day.  We have 1850 all brand new Polycom VVX500's and 15 of the Polycom Soundpoint IP 7000 Conference phones.    Nearly all phones did restart automatically once signal was restored,   but some had to be hand reset - for an unknown reason.  The few (about 25 handsets)  that we had to manually reset by touching the phones were on the same set of new firmware and it was an un-identified anomaly. 
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alex d

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we are using Polycom Soundpoint IP335 phones.

Any and every time we have an internet outage, even for a few seconds. the phones do not come back on line.

we have to manually unplug each phone to reconnect to the internet.

Why is this happening?

How do we fix it?

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Mike, Official Rep

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alex_d

How often is your internet going down?  It's not uncommon to have to restart many internet connected devices after an outage so they can reregister.   But, if this is happening frequently, I can understand that it would be a pain and maybe time consuming if there are a lot of phones. 

I would start by taking a look at the network and/or contacting your ISP to find the reason for the outages.  If the internet doesn't go down, you should very rarely ever have to reboot your phones.

Mike
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alex d

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Our internet is pretty good, down a few times per year.
But phone communication should automatically re-register.