I am having issues with the presence feature working on my VVX 411 phone. Any idea how to fix this. I've been working with support for at least a month and they still haven't fixed this issue.
Note: This conversation was created from a reply on: New Desktop Phone Polycom VVX-411.
Note: This conversation was created from a reply on: New Desktop Phone Polycom VVX-411.
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284 Points
Posted 1 year ago
Saadet - Community Support, Official Rep
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51,910 Points
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284 Points
Yes, presence is set up correctly in my account and the names show up on my phone but when you call those numbers, the presence doesn't change on my phone (no lights, no status change). I know what it should look like as my boss' phone is set up the same way and I can see it working correctly on his.
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284 Points
Phones are purchased from RC. They have factory reset the phone and I've swapped the phone. Now I had to bring the phone home to test it on my network there so they can make sure it's not a network issue at the office (forgot the power cable so have to test tonight - they will not do any further troubleshooting until I test at home). However, I have plugged the phone in at my boss' desk utilizing the same connections his phone does and it doesn't work. The presence feature works fine on his. Just doesn't make any sense.
Brandon, Champion
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22,250 Points
I feel the frustration, but I do agree it is a good test to try the phone on another network to rule that out (or in). It does seem like it could be network related. Do you manage your office firewall/router and know anything about how it is configured and what make and model it is?
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284 Points
My confusion with it being network related is that if that was the case then why wouldn't the phone work through a network connection that a phone that is presently working is on. It's a Cisco router and all of the firewall settings have already been checked (again, if they weren't correct then my boss' phone wouldn't work correctly either, right?)
Brandon, Champion
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22,250 Points
Not necessarily. You will find out soon when you try the phone on another network though. If the trouble happens at home it would rule out the network and point to the phone itself or RC. If it works as expected at home then it points back to a network/environment issue at the office.
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284 Points
Ok, thank you.
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284 Points
The presence feature is working when plugged into my home network. Why could this be happening at my office ???
Saadet - Community Support, Official Rep
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48,772 Points
Hey Rachel,
Each phone is given its own unique IP address. What could be happening is that your network is somehow blocking that particular IP address but not other phones. I've seen this when people add a new phone to a network and only that specific phone has issues. Come to find out, the network settings were blocking the phone from fully communicating with the network. Something you can suggest the support agent who has your ticket and your IT department check :)
Each phone is given its own unique IP address. What could be happening is that your network is somehow blocking that particular IP address but not other phones. I've seen this when people add a new phone to a network and only that specific phone has issues. Come to find out, the network settings were blocking the phone from fully communicating with the network. Something you can suggest the support agent who has your ticket and your IT department check :)
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284 Points
This is extremely helpful information. Thank you Saadet.
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284 Points
One more quick question. Who would need to change the IP address? RC or my IT person?
Saadet - Community Support, Official Rep
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48,772 Points
Your IT person can assign that phone a static IP address but they would still need to make sure the network is allowing that IP address to fully communicate with it (if that's the issue).
Brandon, Champion
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22,280 Points
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284 Points
Chris Duquette, Champion
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15,842 Points
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284 Points
Chris Duquette, Champion
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15,842 Points
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284 Points
Chris Duquette, Champion
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15,842 Points
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284 Points
Brandon, Champion
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22,280 Points
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284 Points