It also enables us to verify the entitlement for using features. In addition providing all details at the same time allow us to check logs or look up a potential support partners if an issue needs to come into support.

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Polycom to have an overview of the current software used.

Provide details for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details.

If possible provide the MAC Address or Serial of the device.

If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable.

Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup.

If applicable provide a backup of the phone in question.

Additional Polycom Infrastructure (RPRM,PDMS or BToE).

Provide the Call Platform (aka openSIP,Skype for Business Online, Skype for Business on Premise, Lync).

Provide the exact Software Version of your Phone.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.Īs a reminder the basic information asked for: Both the community's Must Read First and the community's FAQ reference the basic minimum information a new or follow up post should contain.

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