If your phone is malfunctioning or requires updates you or your phone system administrator may want to perform one of the following:
Restarting/Rebooting: This will bring the phone back to its last configured state. It is also required sometimes when TeleConsole settings have been updated such as after modifying TeleConsole BLF settings.
Updating configuration: Settings or configuration changes made by Telebroad or your system administrator are applied to the phone when you trigger a configuration update. Depending on the updated settings this may or may not require you to restart your phone.
Updating the Software (Firmware): Firmware is the software that loads when a device is started and controls its functionality. On Poly phones it is simply referred to as the phone's software. Updating it to a newer version, when one is released, may resolve or improve phone performance issues.
Factory reset: This erases the current configuration and applies the original configuration the phone was shipped with from the factory. You can do this with the admin password or with a key combination method that overrides it.
Restarting/Rebooting Your Phone
Restarting your phone is usually a safe and easy method to resolve functionality issues. However, you may want to consult your phone system administrator first to make sure the issues are not related to network problems or other external causes.
To restart your phone do one of the following:
- Do one of the following:
- Press and hold 0, 1, and 3 simultaneously on the dial pad for a few seconds until you hear a confirmation tone.
- Select Settings from Main Menu and navigate to Basic.
Select Restart Phone (or Reboot on the VVX 450).
Select Yes or OK when prompted with a confirmation message.
The restart process ends when the default screen displays.
If your phone is frozen and does not respond to the above methods you can also restart it simply by unplugging and replugging it (but It is still advisable you try to use the above methods whenever possible.)
Changes in the system or network of your office may cause problems with the functionality of your phone. To restore compatibility or simply to apply new settings for improved workflow, your system administrator may ask you to update the phone's configuration after he has prepared the relevant configuration file.
When you trigger the configuration update the new configuration file is downloaded from a provisioning server to the phone's flash memory and the update process is completed automatically.
To update the configuration of your phone:
- Select Settings from Main Menu, and navigate to Basic>Update Configuration.
- You will be prompted to confirm the update.
Select Yes to initiate the configuration update process.
Updating the Software (Firmware)
If your phone has a current Poly firmware it should support an automatic firmware update feature (referred to as software update). If the feature is not supported or if you want to install a particular firmware version you can update the firmware manually from the Web Configuration Utility. On the Poly VVX Obi edition you can also update the firmware using the IVR (see below.
Before upgrading the software manually you should read the related software release notes (find them by selecting the SOFTWARE RELEASES or SOFTWARE RELEASE ARCHIVES tab under the support pages for VVX 250, VVX 350, or VVX 450) and possibly consult with Poly's support to ensure there are no compatibility issues or other potential conflicts. If such issues or conflicts do happen after an upgrade you may need to downgrade to a previous firmware version or perform a factory reset.
Checking the Current Software Version
You can check the current software version installed on the phone before deciding if an upgrade is indeed required.
To check the software version do one of the following:
- Access the phone via the Web Configuration Utility as explained here.
The software version is displayed on the Home screen in the format of X.X.X or X.X.X.X.
- From the Home view navigate to Menu>Status>Platform>Application>Main.
The software version is shown next to the Version field in the format of X.X.X or X.X.X.X.
Automatic Software Update
When new software is available a notification is displayed on your phone and you have the option to update your software, postpone the software update, or exit the notification.
To update the Phone's Software select Update when prompted to update your software. The phone reboots and the software is updated on the phone.
Postponing an Update
Instead of updating your software immediately you can choose to postpone the update from 15 minutes up to six hours. To do so select Postpone when prompted to update your software and select one of the time options. The notification is removed from the screen until five minutes before the postponed time you selected.
You can postpone the software update up to three times. After the third time, the notification is displayed without the Postpone option.
If you do not update the phone's software after the postponed time, a notification with a countdown is displayed and the phone automatically reboots and updates the software when the countdown ends.
If you postpone a software update and the time period you chose ends while you're on an active call, a software update notification with a countdown is displayed after the call ends. After the countdown ends, the phone reboots and updates the software.
Exiting the Software Update Notification
When the software update notification is displayed, you also have the option to exit the notification without choosing to update or postpone the software by selecting Exit.
When you exit the notification, a SWUpdate softkey is displayed on the Lines screen. Select it at any time to start the software update.
Manual Software Update
If an automatic update is not available on your phone or if you want to install a particular software you can perform a manual update.
To manually update the software:
- Access the phone via the Web Configuration Utility as explained here.
- From the Utilities menu select Software Upgrade.
- Select Polycom Hosted Server from the Server Type field.
If another server type is already selected, click Clear Upgrade Server first and then select Polycom Upgrade Server.
- Click Check For Updates.
A confirmation window will inform you that available software versions were successfully fetched.
- Select the software version you want to update to from the Software Available at Polycom Server drop-down menu and click Install.
- Click Yes to approve the installation and then Accept the license agreement.
- The upgrade will be initiated and the phone will reboot when the process is finished.
OBi Firmware for Poly Phones
Telebroad does not sell or support the VVX OBi edition phones. If you have an existing VVX OBi edition phone it may work with our services, but if you experience ongoing difficulties you will need to install the standard Poly UC software on the phone. The process is more complex than a regular software update and you should consult your phone system administrator about it. See more details about switching between OBi and UC software here
OBi is an alternative firmware offered by Poly for the VVX 250/350/450. It provides a modern navigation experience, more software line keys, a customizable interface, and support for 3rd party communication modules.
You can find software updates and notes by selecting the SOFTWARE RELEASES or SOFTWARE RELEASES ARCHIVES tab under the support pages for VVX 250 OBI Edition, VVX 350 OBI Edition, or VVX OBI Edition 450.
Updating OBi Software Using IVR
IVR stands for Interactive Voice Response. It is the technology that allows you to interact with your phone using voice prompts, dial tones, and voice recognition.
IVR software update is supported on OBi edition VVX phones, offering another automatic update choice.
To update the OBi software using IVR:
- Dial *** on the phone's keypad.
- Select option 6.
- If you are informed a software update is available, press 1 to continue and hang up.
- After hanging up, the software will download and the update process begins. The headset button will start flashing once the firmware download is complete and the phone prepares to reboot.
Factory reset is only recommended after you have tried all other troubleshooting suggestions since it will delete all your personal configuration settings and reset them to the factory defaults.
It is advisable you contact us (if you have an account with us) or your phone system administrator before attempting a factory reset to see if the issues with your phone may be resolved without it and to ensure your phone can be properly provisioned and configured if a reset is indeed required.
To prevent an accidental factory reset you are usually required to enter the phone's administrator password before you can access the factory reset option. The default password is 456.
There are three ways to perform a factory reset – from the phone's Main Menu screen, from the Web configuration Utility, or during a phone restart. The latter allows you to perform a reset even if you have changed and have forgotten the admin password.
For security, the phone might prompt you to change your password after a factory reset. If this happens enter the default admin password (456) as the old password, push the down navigation key, and enter and verify the new password.
Factory Reset from the Main Menu
This is the easiest and fastest way to perform a factory reset. If the phone has been configured accordingly, the reset option may be available from the Basic menu without having to enter an administrator password. Otherwise, you will need to use the Advanced menu.
To perform a factory reset without an admin password from the Basic menu (if available):
- Select Settings from Main Menu, and navigate to Basic.
- Select Reset to Factory.
To perform a factory reset from the advanced menu:
- Select Settings from Main Menu, and navigate to Advanced.
- Enter the phone's admin password – 456 (see next if you changed and forgot it.)
- Select Admin Settings.
- Select Reset to Factory.
Factory Reset During a Phone Restart
If you have changed and forgotten your admin password then, before proceeding with the factory reset, you will need to find out the phone's MAC address. You can find the MAC address by doing one of the following:
- Look for a sticker on the back obottom of the phone. The MAC address is the 12 digits hexadecimal number, just above the bar code, that usually starts with 0004F.
- If the sticker is missing or faded you can access the Main Menu screen and select Settings>Status>Platform>Phone.
Write down the 12 digits hexadecimal number in the S/N: or Mac: field.
- Access the phone via the Web Configuration Utility. The MAC address appears on the home page.
To perform a factory reset during restart (with the option to override the admin password):
- Restart the phone as explained above and press the Cancel Softkey to stop the reboot process.
A "countdown autoboot" screen will display. Ignore any of the options here and instead...
- Press and hold the 1, 3, and 5 keys simultaneously on the dial pad.
You can let go of the keys once an admin password prompt appears.
- On the dial pad, enter 456 for the admin password or...
If you have changed and forgotten the admin password, enter the MAC Address you obtained above using capital letters.
Pay attention to the difference between entering digits, capital, or lowercase letters. To switch between letters and digits press the input modifier softkey. It initially appears as 1->Aa, indicating you are entering digits. When entering capital letters it displays as A->a1.
Each numeric key on the dial pad has three letters on it. Press it once to enter the 1st letter, twice (without pausing) for the 2nd letter, and three times for the 3rd.
As you type, pause briefly between each character.
For security, the characters you enter are shown only as asterisk symbols (*).
If you made a mistake you can press the Left Arrow key to delete the last character.
- Select the OK softkey.
After the factory reset process is done the admin password will become the default 456.
Factory Reset From the Web Configuration Utility
The one advantage of the Web Configuration Utility is that it allows you do to a factory reset remotely.
To perform a factory reset from the Web Configuration Utility:
- Log in to the Web Configuration Utility as described here.
- From the Utilities menu select Phone Backup and Restor>Global Settings>Restore.
- Confirm the factory reset prompt to proceed.