Absolute Frustration with Polycom Contacts

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Absolute Frustration with Polycom Contacts

Hi Folks,

I am hoping some of you may be able to help with a very frustrating issue.


We have recently started to provide polycom vxx411 telephones to our VoIP customers. In general the phones are great with one major flaw. They simple cant handle basic contacts. From my research there seems to be two ways to store contacts. One way is to store them locally on the phone and the other is to store them on a corporate directory. 

When we store our contacts locally on the phone they simply disappear when the phone is rebooted. I dont mean reset.. Simple powered off and then on again. This means that we have to start entering all our contacts again from scratch. Given that there can be powercuts etc at any time throughout the year this is simply unacceptable.

When we use the corporate directory our contacts are not displayed on the phone screen. Even when you use the telpehone buttons to navigate to the corporate directory you can only search for specific contacts if you know how to spell their name. There is no list to scroll through.

Surely this phone must either store the local direcory to non volatile memory or make the corporate directory display as a simple list which can be scrolled.


I have tried googling this for hours now and have to make a decision on whether to replace all the handsets with a different brand. I am putting this out as a last ditch hope that someone out there can make sense of how polycom are managing contacts. I know this will deinately put me off purchasing them in the future.


Kindest Regards



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Polycom Employee & Community Manager

Re: Absolute Frustration with Polycom Contacts

Hello @in2thepit,

welcome to the Polycom Community.

It is always useful to include the currently used UC Software version as issues experienced or a question asked may already be addressed in a newer release.

This also allows yourself and others to check against current software release notes, Administrator Guides or FAQ post’s.

The above is also stated in the "Must Read First" and is the absolute minimum requirement every new post should include. .

In addition providing us with this basic information gives Polycom an idea what Software Versions are used in the field and avoids wasting time trying to troubleshoot issues which have already been addressed.

Therefore the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP or UC Software Version of my Phone?
Resolution: Please check here


The above mentioned FAQ also has this:


Jan 6, 2012 Question: How can I create a local directory or what is the 000000000000-directory.xml used for?

Resolution: Please check => here <=


Depending how your phone is provisioned a parameter can be set to make the directory read only so this could be the issue you are facing.


The LDAP aka Corporate Directory only allows you to browse large directories which can change at any point so the feature to display all the information is not feasible.


I suggest you provide us with some basic details and maybe a backup of your configuration.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services


If official support is required please check how to phone or open a case here

The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.


Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
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