Hi @Namdeerf,
Here is the breakdown of why those first two buttons are locked and how you can manage the display.
Why Position 1 and 2 cannot be edited
On the RingCentral platform, the first two line keys are reserved by default for the Primary Extension (the user assigned to that desk phone).
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Multiple Call Appearances: These two keys allow the user to handle multiple calls simultaneously. For example, if a user is on an active call on Line 1, a second incoming call will ring on Line 2. This allows them to put the first person on hold and answer the second, or initiate a second outbound call while keeping the first one active.
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System Integrity: RingCentral locks these positions in the "Presence" menu to ensure the phone always has at least one functional line to make and receive calls. Without these, the phone would essentially be a "monitor-only" device with no way to dial out.
Why the Name Appears Twice
By default, Polycom phones are configured to show the user's name on all available line appearances. Since RingCentral reserves two "slots" for the user, your name appears twice.
While this looks redundant, it is the phone's way of telling you: "Both of these buttons belong to [User Name] and can be used for calls."
Can one of them be removed?
You cannot "remove" the second line via the standard Presence settings in the RingCentral Admin Portal. However, there is a technical workaround if you feel the screen real estate is being wasted:
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Access the Phone’s Web UI: Find the phone's IP address (on the phone, go to Settings > Status > Platform > Phone). Enter that IP into a web browser on your computer.
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Login: Use the admin credentials (default is usually 456 or 72227).
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Adjust Line Appearances: Navigate to Utilities > Line Key Configuration.
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Modify: You can change the "Number of Line Appearances" from 2 to 1.
[!WARNING] Important Note: If you reduce the appearances to 1, the user will lose the ability to easily toggle between two active calls using the physical buttons. Most admins choose to leave both lines active to ensure the user can handle "Call Waiting" effectively.
Hope this answers your question. 😊
