Unassigning A Phone From User

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Account Type: Office
Problem:
We currently have six Polycom IP phones assigned to specific users. Each user also has a direct phone number and a softphone/desktop app. In Phone System > Phones & Devices each user shows twice, once for their Polycom desk phone and a second time for the softphone.

This evening I went into the account to unassign two of the Polycom desk phones from the user, as these users are now 100% remote and only use the softphone. When I attempted to do so I realized that it will likely

also remove/unassign their direct phone number. This is because, as it appears, the direct phone number is tied to the desk phone, not the user. This is shown in the two attached screenshots of my own user account. My direct line is shown in the "Phones" tab, not the "Numbers" tab.

We've been with RC for 8 years, so my assumption is that there were some recent changes to how RC handles the association between user, device and phone number. But that's just a guess.

Anyway, my goal is to unassign the two desk phones from the associated user, while leaving the direct number still tied to each user. I intend to leave these desk phones in the unassigned pool as they will eventually be reassigned to new employees.






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Brandon Scivolette

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Posted 8 months ago

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Brandon, Champion

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I think all you need to do is navigate to phones & devices and click the "change phone" button.  This should allow you to change from Polycom to Desktop App.  I think it is just confusing when you have a Polycom and Desktop App activated and the view from the user screen you are looking at.

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Justin, Employee

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Hello,
Brandon is correct. The "Change Phone" option should allow you to convert the device to a Desktop App and thus, free the Polycom phone from the phone number. The users will then need to log into the desktop app using their direct phone number / extension number (optional) / password. The phone number on the telephone in this case is known as the "DL" or "Digital Line" assigned to the device. It is how the phone registers to our servers. So, once you remove the DL from the device, you will need to assign a new one to it in order to get it to register to our servers again. If you need help with any of this, feel free to contact our support line at (888) 898-4591. I hope this helps.
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Brandon Scivolette

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Perfect. Thank you both, that makes sense.