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Advisor
Posts: 16
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Non Skype Contact displayed as phone number and not name

[ Edited ]

Problem: if we add a non Skype contact into Outlook and then add that contact to Skype as a favorite, they are displayed on the phone speed dial keys  as their phone number for the display name.

 

Environment: SFB Online

 

Phone testing: VVX 411 P/N 3111-48450-001 Rev:A

 

UC Software Version: 5.5.1.15937 (also tried with earlier versions)

 

Log Results:

(added a contact as a favorite.  Please note the phone has been XXX out but was present in the log)

 

 

 
0404125549|app1 |2|00|AppPhoneC::OnEvContactsUpdate - Action: 0, szNumber: +1XXXXXXXXXX@company.com, szDisplayName: +1XXXXXXXXXX@company.com, subscribed 1, bRefresh 1
0404125549|app1 |2|00|BuddyListC::Delete (Directory not updated)
0404125549|app1 |2|00|BuddyListC::AddItem2 name:+1XXXXXXXXXX number:+1XXXXXXXXXX@company.com status:20
0404125549|app1 |2|00|appUi::updateLyncContacts - refresh 1
0404125549|app1 |2|00|compareEMLineKeys - lines are same - 0
0404125549|app1 |2|00|EM Line keys are equal hence not sending to EM
0404125549|app1 |2|00|AppPhoneC::OnEvContactPresenceUpdate - szNumber: +1XXXXXXXXXX@company.com, szDisplayName: , status: 21, ActivityToken: , CustomMessage: , HomNumb: ,  MobNumb: ,  WorkNumb  : , OtherTel:  voiceMail: bcontactcardupdate = 1 bOOOUpdate:0 bOOOStatus:0 isMostActive=0
0404125549|app1 |2|00|BuddyItemC::IsForceRefershRequired - PrevToken , PrevCusMeg  ForceRefresh 0
0404125549|app1 |2|00|updatePresenceStatus number: +1XXXXXXXXXX@company.com, displayname: , status: 21, bOOOUpdate: 0, bOOOStatus: 0
0404125549|app1 |2|00|AppExchangeUiC::setMostActivedevice  isMostActiveDevice 0
0404125549|app1 |2|00|compareEMLineKeys - lines are same - 0
0404125549|app1 |2|00|EM Line keys are equal hence not sending to EM

 

 

 I did serach FAQ and the community forums...some similar questions but eiether the member didnt follow through on required info or the thread wandered down a different path from what the original issue was.

Polycom Employee & Community Manager
Posts: 13,755
0

Re: Non Skype Contact displayed as phone number and not name

Hello RobYoung,

welcome to the Polycom Community.

Is this a phone signed in via PIN and Extension or Single Sign In ?

 

Does this contact have an Email?

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

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.
Advisor
Posts: 16
0

Re: Non Skype Contact displayed as phone number and not name

Is this a phone signed in via PIN and Extension or Single Sign In ?

 

We are using BTOE and SSO.

Pin and Extension I believe is online available for Skype On-Premise and we are using SFB Online(O365).

 

Does this contact have an Email?

 

The user does not.  I beleieve if I populate an email address, then when I add this contact to my favorite, it places the email address into their im field as well.  The name will display on the phone contact list at this point but then I cannot call this contact because the phone assumes it is making a skype call and fails.

 

I will capture this log as an example and post shortly.

Polycom Employee & Community Manager
Posts: 13,755
0

Re: Non Skype Contact displayed as phone number and not name

Hello RobYoung,

SIP logging at debug and general Logging at debug and the log size to 180 should show if we get any details from Skype for Business.


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

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.
Advisor
Posts: 16
0

Re: Non Skype Contact displayed as phone number and not name

see attached

Polycom Employee & Community Manager
Posts: 13,755
0

Re: Non Skype Contact displayed as phone number and not name

Hello RobYoung,

I did not see any activity of adding a contact or anything similar in the log but I suggest for further support to work directly with INGRAM MICRO CANADA who sold this phone back in 20/12/2016.

 

They should be able to open a Polycom ticket for you.

 

If you are using Single Sign on and the Contact has at least a full name assigned to it it should show the name instead of the Number if added as a favorite.

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

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.
Highlighted
Advisor
Posts: 16
0

Re: Non Skype Contact displayed as phone number and not name

I did open a ticket (SR  1-582003346) not sure I am getting anyware though.  We have our first deployment tomorrow and until this is resolved, we need to tell the users that if they add an external contact, they will need to longpress on the contact name and select the number they wish to call for that contact.  Not ideal but it will have to do for now.

 

Occasional Advisor
Posts: 10
0

Re: Non Skype Contact displayed as phone number and not name

Hi,

 

Did you end up resolving this issue? We've been seeing the same issue and have opened support tickets with Polycom but have had no luck resolving it.

 

Thanks in advance.

Advisor
Posts: 16
0

Re: Non Skype Contact displayed as phone number and not name

No luck.  I was able to have a single contact show up as a name and dial properly...cant replicate how i did it and it eventually reverted back to a phone number.

 

Polycom support suggested that I try adding 'call.urlNumberModeToggling=1'   but this did not resolve anything.

Advisor
Posts: 16
0

Re: Non Skype Contact displayed as phone number and not name

I ws told this should be resolved in 5.5.3