Hello kyiu@yius.ca
every change or troubleshooting step can be done via the Web Interface and all the proposed FAQ's include screenshots.
If you are unable to follow these you will need to open a support ticket.
In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.
In case this is some sort of an Internet discounter please post your phone's MAC address so I can look up who would be able to support you.
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