Solved: Re: CCX 400 skype for business

LRamos · ‎09-24-2020

My customer acquired several CCX400 models to use with Skype for Business and to add them to the Polycom RPRM.

The phones are failing to reach the RPRM

We noticed that this models come pre-configure with firmware version 5.0.4569.0 and in Teams.

There is nothing on the menus:

- to activate the web admin UI

- to switch to Skype for Business

I can see that Polycom released firmware v6.2 that supports Skype for Business, but following the manual USB update instructions, it doesn't seem to react.

What can we do to switch them to SfB?

Can those be managed by RPRM (for SfB and when the customer switch to Teams)?

SteffenBaierUK · ‎09-24-2020

Hello @LRamos

please share the SR number starting with 1-

it can do both Skype or Teams once it is on software 6.2.x.xxxx

replied via a mobile device

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The title Polycom 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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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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

View solution in original post

SteffenBaierUK · ‎09-24-2020

Hello @LRamos

Welcome to the Poly Community.

I suggest you check this link >here<

The initial release for the CCX400 does not have a web interface and/or the same features as the CCX500 and CCX600 so there is no option to check for firmware upgrades via the Web UI.

I can only suggest you open a Poly support ticket so we can share software with you to upgrade the CCX 400 via a USB stick.

The CCX 400, unlike the other CCX phones, was developed by a different Team and can only be upgraded via:

The Teams Admin Center TAC (once we share a compatible software with Microsoft)
A USB stick (but not the "known" method that works with a Trio as an example)

Please share the SR number in case you get any issues.

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

Best Regards

Steffen Baier

----------------
The title Polycom 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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

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

LRamos · ‎09-24-2020

Thanks for the mention.

All I got from the initial call support team is that the CCX400 is for Teams

only and that they don't have any info for SfB even when I showed them the v6.2 link

I will try again now.

SteffenBaierUK · ‎09-24-2020

Hello @LRamos

please share the SR number starting with 1-

it can do both Skype or Teams once it is on software 6.2.x.xxxx

replied via a mobile device

----------------
The title Polycom 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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

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

View solution in original post

SteffenBaierUK

Hello all,

we just released CCX 400, 500, 600 Software 6.2.22.0185 >here<

The CCX 400 support page holds a USB Stick software in case the device runs software 1.0.0 or 1.0.1

----------------
The title Polycom 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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

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

andrew_mc

Hi Steffen,

I just upgraded a CCX 400 via the Teams Admin Center and now it has rebooted in some kind of Skype for Business mode??

Not good at all.

Andrew