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CCX 500 Phone stop with normal operation when pressing several time the switchhook

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Occasional Advisor

CCX 500 Phone stop with normal operation when pressing several time the switchhook

When you press the switchhook of a CCX 500 phone with teams profile twice consecutively. Then phone UI is starting to freeze and gives a irregular sound. This in not happening with a CCX 400 phone. You have to unplug the phone to bring it back to its normal working state.
Is this a known issue?


Best Regards, 

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Polycom Employee & Community Manager

Re: CCX 500 Phone stop with normal operation when pressing several time the switchhook

Hello @Beyond Conference ,

 

Welcome back to the Poly Community.


Yes our partner Microsoft is aware and this is caused by the Microsoft Teams IP Phone app and also happens on phones from other competitors.

 

We also discussed this >here<

 

I can only advise you to open this via the built-in functionality and then share the ticket number here.

 

I do not have a shareable link to get this into Microsoft

 

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

View solution in original post

Message 2 of 3
2 REPLIES 2
Highlighted
Polycom Employee & Community Manager

Re: CCX 500 Phone stop with normal operation when pressing several time the switchhook

Hello @Beyond Conference ,

 

Welcome back to the Poly Community.


Yes our partner Microsoft is aware and this is caused by the Microsoft Teams IP Phone app and also happens on phones from other competitors.

 

We also discussed this >here<

 

I can only advise you to open this via the built-in functionality and then share the ticket number here.

 

I do not have a shareable link to get this into Microsoft

 

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

View solution in original post

Message 2 of 3
Highlighted
Polycom Employee & Community Manager

Re: CCX 500 Phone stop with normal operation when pressing several time the switchhook

Hi all,

 

Our Partner Microsoft also should now have added the latest 6.2.21 release to all customers being part of their TAP and you should be able to upgrade this via the Teams Admin Center/TAC.

 

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
Message 3 of 3