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Polycom Firmware Update - Genesys Notification for Availability

  • 1.  Polycom Firmware Update - Genesys Notification for Availability

    Top 25 Contributor
    Posted 13 days ago
    Hi All,

    We have some customers who use Polycom handsets connecting to their Edges.  These are setup to provision from the on-premise Edges and they get their firmware from the Edges too.

    This works fine, however we have noticed a couple of times this year Genesys have updated the firmware that the Edges provide, which again is very useful however we are not aware of this.

    So we have one customer who has over 800 Polycom phones, these were unexpectedly reset due to a brief power outage.  However when they rebooted and connected to the Edges they started to upgrade.  Due to the amount of handsets this took some time, and some handsets took over 2 hours to get the files and upgrade....  This obviously created a much large outage than the brief power outage should have.

    So we would like to know if Genesys communicates this new firmware availability in anyway?

    As ideally, when this is available we would schedule out of hours to upgrade phones so that they are kept up to date and the above will not happen

    Has anybody else experienced this?

    I have noticed that again there is a new firmware on the Edges 5.9.3.2857 from the previous 5.8.1.7278 but this is only to the chance of rebooting a handset and seeing that it has upgraded.

    Thanks Luke
    #Implementation
    #PlatformAdministration
    #Roadmap/NewFeatures
    #SIP/VolP
    #SystemAdministration
    #Telephony

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    Luke Mitchell
    G3 Comms Ltd
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  • 2.  RE: Polycom Firmware Update - Genesys Notification for Availability

    GCAP Member
    Posted 12 days ago
    Hi Luke... yes I had this last week and the phones caused some inconvenience as the agents were disconnected from their Phones/PC/Network whilst the phones updated/rebooted causing numerous requests to the IT department. Fortunately, we only have 200 polycom units therefore for us just a minor annoyance.

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    Matt Calton
    Grove & Dean Ltd
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  • 3.  RE: Polycom Firmware Update - Genesys Notification for Availability

    Top 25 Contributor
    Posted 12 days ago
    Thanks Matt,

    It is not ideal, so adding a function like scheduling phone reboots to take the firmware like the Edges on sites would be ideal.  I have just seen this idea, so will be voting for it:

    https://purecloud.ideas.aha.io/ideas/CLCOLL-I-307

    Thanks Luke

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    Luke Mitchell
    G3 Comms Ltd
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  • 4.  RE: Polycom Firmware Update - Genesys Notification for Availability

    Posted 11 days ago
    We had similar issues at our California location last week where we have over 300 Polycom phones tat were attempting firmware upgrades that caused a serious hit on our stats.

    I have changed the frequency of edge updates from daily to weekly as a means of a alleviating this type of hit in the future.   The edges now update on the weekend for this location

    Todd Smith
    EnvisionRx
    .

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    Todd Smith
    EnvisionRxOptions
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  • 5.  RE: Polycom Firmware Update - Genesys Notification for Availability

    Top 25 Contributor
    Posted 11 days ago
    Hi Todd,

    Yes it is not ideal really, our customers are dual registered so do not upgrade when the Edges upgrade, just when they have network/power issues and reconnect.  Which we cannot schedule, so currently we have to manually test rebooting phones to see if new firmware is available and if it is then schedule time to reboot all phones.  It would be helpful at minimum that Genesys provide a notification that new phone firmware is on the Edges?

    Thanks Luke

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    Luke Mitchell
    G3 Comms Ltd
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