Polycom needs to contact 3CX

[YossieFrankel]

I have been having a huge issue with V20 and my Polycom VVX phones. There is an error in the firmware version that 3CX pushes out to my phones. I have been working with Polycom (HP) for the last two weeks and they have a solution, but they need to contact 3CX and apparently, the team I am working with at Poly does not how to do this. What email/phone, etc. can I give them so that they may contact someone at 3CX (technical) so this can be resolved for me and the (I am sure) hundreds of other 3CX users have the same issue with V20? Please help! and... THANK YOU!!!

 

[Charles_3CX]

Please note that these phones are no longer supported from our side. They are either legacy (EOL) or 3rd party supported, meaning support, meaning support is through the vendor and not 3cx/

Firmware is as stated here: https://www.3cx.com/sip-phones/firmware-update-polycom-vvx/

https://www.3cx.com/sip-phones/
https://www.3cx.com/sip-phones/polycom-vvx/

• VVX101, 201, 300, 301, 400, 410, 500, 501, 600, and 601 models are marked as EOL.
• Polycom VVX Series: 150, 250, 301/311, 350, 401/411 and others (3rd-party supported)

 

[YossieFrankel]

Thank you for your reply!

On V18, this worked just fine. That's exactly what we did (your link to instructions) - no problem.

As soon as V20 was pushed out to us (we are hosted by 3CX) it all stopped working. What happens now is that with provisioning turned on (so that we can update the BLF, etc.) a version of the firmware that has an error it in is forced to load to the phone. This is apparently being done by the 3CX server. I paid for a support ticket to look into this and I was told that the vendor - Polycom - would have to fix this. OK... so I worked with Polycom and it is now fixed BUT every single time that I turn provisioning back on to the 3CX V20 hosted server it forces a new updater to load, erases the correct firmware and then loads the incorrect firmware version. Polycom insists that it is not anything that they are doing to force the new updater to load. They indicate that it must be coming from the 3CX V20 hosted server and would like to speak with someone at 3CX (tech) to further explore and fix the issue.

We are a school (and I am aware of of at least 3 other schools in our area that will soon have the same problem once their hosts force them to upgrade to V20 as we were) and we really can't afford to change all our phones.

What can you suggest that will help us and other folks using Polycom phones that worked just fine with V18 and now won't.

Thank you.

 

[Charles_3CX]

You mentioned Multicast paging in the ticket, but this is not supported remotely. Multicast paging can only be used when the 3CX System and the IP phones are on the same LAN, so I'm not entirely sure how they worked with version 18.

Let's continue on the ticket for further info.

 

[YossieFrankel]

Unfortunately, you have locked me out of the support ticket that you indicated I needed to use to ask you for assistance so I will conclude in the public forums.

1) Please, how does Polycom support contact 3CX to resolve the loading of the correct firmware version on the V20 3CX hosted system?

That's it. They have fixed the issue so you don't have to keep on rambling on about unsupported use. I am sure that the other Polycom users who opt - mistakenly - to use the 3CX hosted server (vs hosting it themselves or with another host service) will appreciate the effort.

 

[Charles_3CX]

We will reply to the ticket once an update is received from the relevant department.