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The VoIP Addict’s Guide – Polycom and TFTP - VoIP Supply - ContactCenterWorld.com Blog

The VoIP Addict’s Guide – Polycom and TFTP

Simply put: Trivial File Transfer Protocol (TFTP) is a no-frills method of moving files from one place to another. There’s no authentication, and there’s no encryption. It is, however, one of the most common ways to place a select version of firmware on a phone, and for our discussion, a Polycom phone.

Why Polycom? Well, it’s the golden standard by which we measure all other phones. Also, because it has the most confusing firmware.

So, why even bother changing firmware?

Well, you might not need to. However, we may change firmware on a phone for a few reasons:

  1. There might be a software bug
  2. There might be a vulnerability
  3. There might be an interoperability issue
  4. There might be a new feature

Typically, upgrading your phone system will require a phone firmware upgrade. Documentation might suggest making a phone firmware change to leverage a new feature. If you are an installer, or integrator, and want to be good at your job, always read your system’s firmware release documentation.

How to Upgrade a Polycom Phone Firmware

Let’s get down to business. First, install a TFTP server.

Luckily, most TFTP servers are free, just like the best things in life. We recommend the one from SolarWinds.

After installing, open the TFTP server.

By default, TFTP uses UDP port 69, and c:\TFTP-Root as the root directory. You’re welcome to change the root directory by going to File -> Configure, and going to Storage, but for our purpose, we’ll leave it as it is.

Next, download the recommended firmware from Polycom. Double check your documentation for the correct version and also check your bootrom version currently on the phone.

Bootrom is code that is run when a phone first starts, and it executes the actual firmware. Older bootrom versions will not always be compatible with newer firmware, so when downloading from Polycom, make sure to RTFM (Google it if you don’t know) before proceeding with an upgrade because you end up in a boot loop. Luckily you should be provided with the correct bootrom file for the intended firmware version.

Extract the files you downloaded into the TFTP root directory, which is indicated on the bottom of the TFTP server window. Make sure the firmware files AND the bootrom file in included in the root directory to avoid any mishaps.

You’ll also notice that there are two types of downloads, combined, and split. Combined is a single universally accepted firmware across a range of phone models. The split has the firmware broken out by phone model. The split will load faster due to the files being much smaller.

Now configure your Polycom phone to connect to the TFTP server:

  1. Plug in your Polycom IP Phone and press the SETUP button to stop the auto-boot process when prompted.
  2. Enter the password 456 when prompted
  3. Scroll down and select server menu
  4. Edit the server type to “Trivial FTP”
  5. Edit the server address to the IP address of the PC running the TFTP server
  6. Exit the server menu, and exit the setup menu.
  7. The phone will prompt you to save and reboot, select OK
  8. After rebooting, the phone will go through its auto-boot process again, and then display “Uploading Bootrom” on the screen
  9. You will also see verification on the TFTP Server as the bootrom and firmware files are being uploaded to the phone
  10. When the phone completes its boot cycle, it will briefly display a welcome screen, which shows the current firmware version loaded
  11. If you see this version, you have successfully upgraded your Polycom phone

Using the DHCP option 66 method:

DHCP option 66 is a pointer some devices read when they receive their IP address information. By setting option 66 in your DHCP server to the IP address of the TFTP server, you can avoid manually setting the TFTP server address in all of the phones you are upgrading.

Multiple phones may upgrade at once, but if you are using the combined firmware, you could experience a much-delayed process.

Also keep in mind that because TFTP is an extremely unsecured protocol, you’ll want to keep these file transactions on your local network.

Thanks for reading and happy VoIPing!

Source: https://www.voipsupply.com/blog/voip-insider/voip-addicts-guide-polycom-tftp/

Publish Date: March 27, 2018 5:00 AM


2021 Buyers Guide Consultancies

 
1.) 
3D Vision Consulting

. Contact Center setup, management and transformation across all key components including Vision & Strategy, People, Technology, Quality, Processes, Communication and Facilities.
• Customer Experience strategy, design and implementation across multiple delivery channels.
• Design and implementation of full-cycle Ticket/Complaint Management Process/System.
• Develop Customer Satisfaction, Staff Satisfaction and Staff Motivation strategy and programs.
• Develop end-to-end Business Processes, efficient SOPs and well-structured SLAs.
• Build modern customer communication channels including Live Chat, AI Chat Bots, WhatsApp and Social Media Integration.
• Design Sales/Telesales structure, p...
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2.) 
Call Center Masters

Giving consulting services to call centers

3.) 
CC-CMM Certification Institute

CC-CMM Certification

4.) 
COPC

Service Journey Thinking
Service Journey Thinking is a comprehensive approach for improving the experience customers have along the service journey. It considers the service journey not only from the customer’s perspective, but it also examines the components that support the experience, including people, technology, processes and policies. By applying Service Journey Thinking, COPC Inc. helps brands promote greater efficiency, improved performance and reduced cost within their operations. For customers, this means reduced effort, improved satisfaction and enhanced loyalty.

5.) 
CTCOMM

Genesys PureConnect
Call Centers, Contact Centers and Cloud Solutions Consultancies

6.) 
Customer Support Asia

Offshoring
Customer Support Asia assures the success of service offshoring initiatives in the Philippines. Our consultancy serves both:
- clients that have service partners in the Philippines, and need to implement a major service initiative (performance/CX improvement, service change, site expansion, etc); and
- clients that desire to outsource services to the Philippines for the first time, and need expert help to qualify an an "ideal fit" partner, and manage an end-to-end service transition

We support both contact center services and "back office" BPO projects, limiting our practice to sites in the Philippines

7.) 
CX Central

Contact Centre Specialist Consulting
CX Consult provides specialist contact centre consulting with decades of experience across Australia and Asia/Pacific lead by industry expert Justin Tippett. Services include health checks, optimisation, outsourcing (local and offshore), technology upgrades, strategy and more.

Whether you have a 5 seat contact centre or a large multi-site operation we'll provide you with expert advice to ensure you can achieve your business objectives.

8.) 
ERIC YOUNG ASSOCIATES (Tele-Centre Assist Inc.)

Contact Center Consulting & Profit Improvement (Lean Six Sigma), Inside Sales, Efficiencies, Call Center Audit, Technology & vendor selection, Telephony, Recruiting, Training, Performance Management, Customer Journey Mapping, Software (CRM) Implementations

9.) 
Lieber & Associates

Contact Center Consulting
Lieber & Associates assists organizations with contact center issues.This includes management, processes, training, and technology. The firm's assessments evaluate and make recommendations for 15 call center areas ranging from call seasonalities to staffing to better use of the telephone systems. Contact center technology services range from new technology selection and implementation to problem-solving and optimization to technical trouble-shooting. Senior consultants have more than 20 years of experience each and are leaders in their discipline. Clients span most business sectors.

10.) 
Mpathy Plus

Mpathy Plus transform service, improve performance and provide operational support. We work in all areas of customer service and contact centres from initial strategy, feasibility studies, business cases, project management through to operational reviews, resource planning etc. We are independent and have vast experience of implementing, managing and changing contact centres and the customer experience.

11.) 
Outsourcing Solutions

Outsourcing Solutions Europe is an advisory firm that helps companies to find the right contact center/BPO partner to serve European customers

12.) 
PCA Advisors Ltd

Contact Center Sales - growth and marketing strategies
I work with contact centers to position their companies to take advantage of opportunities that exist for them. We also work with their existing sales team to improve their communication and hunting skills. 'Growth' is our greatest ability.

13.) 
Pelorus Associates

Marketing Communications
Pelorus Associates is a market research and marketing communications company that assists developers of contact center solutions by providing in-depth market research and by authoring white papers, e-books, and blog posts.

14.) 
proceo.consulting

We can help You boost Your business results by:

- Building or developing high performing multi-channel customer care operations

- Improving metrics like Customer Satisfaction, Net Promoter Score (NPS), Customer Effort Score (CES), First Contact Resolution (FCR), Customer Retention rate, Inbound conversions

- Developing Your teams' skills to excel front and back-office operations and Customer relations

- Preparing and executing efficient Voice of the Customer and Customer Advocacy approach

- We will help You manage challenges and risks when changes affect people, operations and technology.

15.) 
Vads

PT VADS Indonesia provides consultancies with trainers, modules, a development programs for individuals and/or teams. Types of consultancies provided by PT VADS: Knowledge Process, Transformation Consultancy, Customer Services, Contact Center, Leadership, Interpersonal Development, Motivation, Training for Trainers and Digital Marketing.

16.) 
SCC Services Group

Contact Center Operations Performance Management
In today’s competitive business environment, contact center and marketing professionals are constantly challenged to manage a growing business, achieve superior performance levels and at times are asked to support services and products that are becoming more complex.

Faced with this reality, the consulting disciplines that SCC Services Group focuses on are operations management and service delivery excellence in the customer service, contact center and brand marketing arenas.

Our consulting practice puts emphasis on:

- Contact Center Operational Assessments
- Human Capital Management
- Organizational Structure
- Brand Marketing
- Strategic Planning
- Sales and Customer Care Tra...
(read more)

17.) 
The Taylor Reach Group

Established in 2003, The Taylor Reach Group is an award winning, call, contact centre and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Washington, Ottawa, London, Bangalore, Hong Kong and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. The only one who pays us are our clients. Each of our consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project.
Taylor Reach has worked with contact cen...
(read more)

18.) 
Triad Services

Services Triad is a consulting firm with experience in the field of customer relations. He will celebrate his 25th professional anniversary in 2021. His facilitation skills and creativity allow him to work on many transformations related to the operational management challenges of customer contact centers.
With the support of his consulting team, he collaborates to many projects in Canada and abroad for public and private sector organizations. More than 275 consulting assignments and 150 benchmarking studies are part of his curriculum.
 



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