Follow these steps to resolve most phone issues, especially if you encounter an error indicating a loss of communication with the Genesys Cloud server.
On a Polycom VVX phone that has lost its connection, the display shows a handset icon with an X through it next to the line label at the top left, and a warning triangle at the top right. If you see either of these, the phone is disconnected from the server and needs to be rebooted.
1. Initiate Reboot:
- Press and hold the dial pad keys "0, 1, and 3" simultaneously for about three seconds, or until you hear a confirmation tone.
The 1 and 3 keys are in the top row of the dial pad; the 0 key (labeled OPER) is in the bottom row, between the star and pound keys.
2. Wait for Reboot:
- Allow the phone to reboot. This process may take a few moments.
While it restarts, the phone's display shows the message Reboot initiated.
3. Check Connection:
- Once the phone has rebooted, verify that it has successfully reconnected to the server.
On a successfully reconnected phone, the handset icon next to the line label at the top left is shown normally with no X through it, and the warning triangle no longer appears at the top right.
This process helps in re-establishing communication with the Genesys Cloud server and resolving common connectivity issues.