Service Titan Knowledge Base

Common Issues with Polycom VVX desk phone for Phones ProLast updated on 05/26/2022

This article helps you troubleshoot when users have issues with Polycom VVX desk phone headset for Phones Pro.


Problem

Users have issues hearing their customers with Polycom VVX desk phone headsets. The caller is not hearing the agent, and/or Dialpad is not recognizing the agent’s microphone.


Solution

There are solutions based on the issues encountered. Click the issue to access the workflow to solve the problem:


Reboot a phone

  1. Press and hold the desk phone keys zero, one, and three simultaneously for about three seconds, or until you hear a confirmation tone.

If the rebooting does not work, factory reset the device and re-provision it.


Factory reset a phone

  1. Write down your MAC Address. It is located underneath your phone. Note: For more information, see Get IP or MAC address Polycom VVX phone.

  2. Unplug your phone and plug your phone back on.

  3. On the Starting Application screen, tap Cancel.

  4. When the Welcome message appears, press and hold one, three and five. Note: You have only a few seconds to do this before the welcoming message disappears.

  5. Release the numbers only when the Enter Password message appears.

  6. For a password, use the phone’s MAC address by using CAPS for letters and tap OK. Note: You are going to use the Red icon on the bottom of the screen that says 1 --> Aa to toggle between numbers, letters, upper cases and lower cases. 

When you restart your phone, it is successfully reset with the following default password: four, five and six.

For more information, see Factory Reset Polycom Phone and How to factory reset a Polycom VVX series.


Add a user phone in Dialpad

  1. In ServiceTitan admin panel, navigate to Telecom.

  2. Click Login to Dialpad on an account that has Admin access to Dialpad.

  3. In Dialpad, navigate to Admin Settings > Office > Desk phones.

  4. Select Add a User Phone > See More Options > Other Polycom Phone.

  5. Name the phone and enter your name. Note: When a popup box appears containing a server address, copy paste it for further use.


Provision a phone

  1. On your phone, tap Home > Settings > Status > Network > TCP/IP Parameters.

  2. Copy the IP address down.

  3. Open another tab and enter the IP address as follows: https://[input IP Address]Note: If you get a webpage that says Your connection is not private, tap Advance and proceed to the webpage by clicking the link at the bottom.

  4. Enter the Admin password.  Note: The default password is: four, five, and six.

  5. Navigate to Settings > Provisioning Server.

  6. On the Provisioning Server page enter the information as follows:

  • Change server type to HTTPS.

  • Paste and type the server address provided from the Dialpad pop-up window.

  • Remove server user and password information.

  • Change boot server to static.

  • Tap Save to have your changes take effect.

Note: To avoid such issues it is recommended to use the following desk phones: Voyager 4210, Voyager 4220, Voyager 5200, Blackwire C3210, and blackwire C3225.

If a phone is no longer ringing for both inbound and outbound calls, the user should check the following:

  1. Make sure the user’s desk phone is checked off to ring within their Dialpad account settings under your devices.

  2. If it is checked off, reboot the phone by unplugging it for 60 seconds and plug back in.

  3. If that doesn't work, reprovision the desk phone to the user's account.



Important note: Some features may not be currently included in your account and additional configuration may be required. Please contact technical support for details.