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Status Under review
Categories Hardware
Created by Richard Kearney
Created on Feb 15, 2022

Presence on deskphones should only show user on first 2 lines, not every line

Prior to an account migration desk phones (such as Polycom VVX311, VVX411, VVX601) would only show the users name on the first 2 presence lines. Now, if no presence entries have already been manually added by the user, every line shows the users name.

This is apparantly from the receiving account being on a newer version (v22) than the originating account (v21). This should be changed back to the user only showing on the first two lines.


  • Joe Cache - 1601
    Feb 28, 2022

    And the VVX 410's


    This is inherent to all the RC extensions on update - they wipe and set to 12 by default.

    Dean's answer is correct. The phones GUI can correct this... until they push an update - then it's back to being 12.

    I've asked that they not keep resetting the phone options on a firmware update, but so far - no one is listening. We've taken to taking out the Auto-provisioning on reboot/time - we can't keep going back on 100 devices every two weeks.


    Good luck.



  • Dean Eckstrom
    Feb 25, 2022

    This happen too when you create a BCA and remove it.


    RC should provide a page with a semi-visual button layout for adminstrators and create a WYSIMYG environement. On a large campus our administrators ca not be guessing how a user phone is displaying, we can not physically visit phones and waiting for a user to say something means we now have a bigger problem.

    One can fix this by logging into the phone over the web (assuming you know the admin password) and adjusting Utilties->Line Configuration. Then click on the Active Line Keys box (anywhere in the box) "No. of Line Appearances' will appear below. Set it back to the normal '2'.

  • Rocco Stevens
    Feb 25, 2022

    Agreed. Having 12 appearances prevents the end-user from being able to assign Speed Dials. The VVX 250 and VVX 450 Polycoms are affected by this.