Genesys Cloud - Main

Yesterday, our customer set the "TCP Keep-Alive" under Phone Management/Base Settings/Polycom VVX 311. Then, under the Phone Base Settings/Network/Signaling to Send messages every 30 seconds.
This phone settings apply only to a few polycom phones.
We noticed the connectivity improved because we were getting many messages of "ERROR.ININEDGECONTROL.CALLFLOW.DOCUMENT.ACCEPT.MEDIA" before the change. After the change, the errors were all gone.

Today we found one station that was still having the issue and when we check the phone, it was pointing to the right Phone Setting, but when I click on the phone base setting, I noticed that the TCP Keep alive was not set.

I am wondering if anyone has seen this before, somehow the change did not propagate to this specific phone although we even restarted the phone.

Any ideas on how to ensure the setting propagates properly?

Hello Roberto,

I haven't heard of a setting like that reverting to any previous configurations unless an admin re-provisioned the phone. Have the phone settings stayed consistent after you caught this one and updated the settings?

I'm wondering if maybe this phone wasn't saved before. If the phone has reverted back again after a configuration update, I would recommend reaching out to Product Support to investigate why the phone isn't saving with the proper settings.

Yesterday, our customer set the "TCP Keep-Alive" under Phone Management/Base Settings/Polycom VVX 311. Then, under the Phone Base Settings/Network/Signaling to Send messages every 30 seconds.
This phone settings apply only to a few polycom phones.
We noticed the connectivity improved because we were getting many messages of "ERROR.ININEDGECONTROL.CALLFLOW.DOCUMENT.ACCEPT.MEDIA" before the change. After the change, the errors were all gone.

Today we found one station that was still having the issue and when we check the phone, it was pointing to the right Phone Setting, but when I click on the phone base setting, I noticed that the TCP Keep alive was not set.

I am wondering if anyone has seen this before, somehow the change did not propagate to this specific phone although we even restarted the phone.

Any ideas on how to ensure the setting propagates properly?