If your pre-installed Polycom phone was reset or if you are experiencing phone registration issues (e.g., can't make or receive calls), use the below steps to update or verify your current Polycom phone settings.
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If you are attempting to configure your Polycom phone for the first time and have not used our configuration instructions, please refer to our Aptela purchased or non-Aptela purchased Polycom Configuration Guides. |
First make sure the correct MAC address and Phone Type are assigned to the appropriate extension.
- Locate the phone’s MAC Address. The MAC Address is located on the back of the phone on a white sticker with a serial bar. It begins with “000”.
- Log into Aptela at my.aptela.com.
- Users: Click My Account at the top of the page, and then click the My Phones tab.
- Admins: Click on the user the phone is assigned to, and then click the Edit Phones button.
- Make sure the MAC Address reads the MAC Address on the back of the phone and that the Phone Type is Polycom.
- If the phone is not listed, click Add a Phone to enter these settings. If the settings were not entered correctly, remove the existing phone and then readd it. To do this, click Options, select Remove this phone, and then click Add a Phone to reenter the correct settings. Click Add Phone to save all changes. If changes were made, unplug phone for 10 seconds then plug it in again.
Next verify that the phone settings are correct.
Step 1
Make note of your account’s FTP settings. If you are not the account admin, please refer to them to get this info.
- Log into Aptela as the account admin: my.aptela.com.
- Click My Account at the top of the page, and then click the Account Info tab.
- Locate the FTP User and FTP Password. This information is made up of a string of numbers.
- Make note of this information as it is needed it to check or update the phone’s configuration.
Step 2
Verify the phone settings.- If the phone is on an idle screen, press the Menu button.
- If the phone does not reach an idle screen, quickly press the Setup soft key when you see the Welcome screen, type in 456 for the password and press Enter. Then go to Step 7.
- Choose 3 – Settings.
- Choose 2 – Advanced.
- Type in the password 456 and press Enter.
- Choose 1 – Admin Settings.
- Choose 1 – Network Configuration.
- Arrow down to Server Menu and hit Select or the check mark button.
- Make sure the Server Type is FTP
- Make sure the Server Address is a5.ftp.aptela.com
- If necessary, press Edit then type in a5.ftp.aptela.com and hit OK or the check mark button. NOTES: Use the # key or 1/A/a button to cycle between numbers and letters. Use the * button for periods. The server address must be in all lower case letters.
- Make sure the Server User is your FTP User (collected in previous steps).
- If necessary, press Edit then type in your FTP User and hit OK or the check mark button. Next arrow down to Server Password and press Edit. Type in your FTP Password and hit OK or the check mark button.
- Press the Back or Exit button until prompted to Save configuration or Reboot.
Server Type: FTP
Server Address: a5.ftp.aptela.com
Server User: your FTP User
Server Password: ****** (your FTP Password)
If problems persist, have your IT administrator make sure your router or firewall settings are correct.
