Poly Customer Service Issues

Hello, my office recently started using Polycom VVX [redacted] phones for everyone. Most of us are only familiar with basic functions like answering, making, or transferring calls. I was tasked by my boss to master the phone and train others. I thought I knew it all until he requested call forwarding to my phone. I struggled for two days trying to figure it out. I've researched numerous FAQs and support pages, all suggesting using the "forward" soft key or feature menu option. However, our phones don't have those features; only a DND option in the menu. I have admin and user passwords, know the IP addresses, and understand the phone and web configuration settings. I just need some guidance on what to do next to resolve this before my boss gets impatient.

Issue Summary: Following device startup, I am encountering the following problems: 1) The remote is not functioning. 2) The speaker is not working. 3) The microphone is not working. 4) Both the manual power button and the remote power button are non-responsive when trying to shut down. The only option is to directly remove the power cable. 5) The device can only be started once per day. On the second attempt to start, the power light blinks but the device does not stabilize. Regarding the factory reset: When attempting to perform a factory reset on the device, it becomes unresponsive and hangs.