CCX500 Phones -- Firmware 7.0.0.4272

[Nerdcentric]

We are testing a few CCX500 phones for a future Teams Voice deployment and we are seeing issues with interface lag.  Navigation on the phone and picking up calls is laggy and sometimes the device pauses long enough trying to pickup a call that you miss it.

We have tried firmware 7.0.0.4272 and 6.2.23.0202 and are seeing the same issues.  The problems seem to be network independent, as we have tried a few locations and in each case our test users are experiencing the lag.

Any ideas?

[SteffenBaierUK]

Hello @Nerdcentric ,

Welcome to the Poly Community.

In regards to 7.0.0 please read >here<

I believe we are aware of the issue on the CCX 500 and our partner Microsoft is looking into this. 

If you want us to track this and update you please raise a ticket via your reseller.

In order to raise a support ticket, you need to work with your Poly reseller as they may need to do this for you.

End Customers are usually unable to open a ticket directly with Poly support. Available End User Poly services offerings are detailed here

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.

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

Best Regards

Steffen Baier

[Nerdcentric]

The link does not relate to my phone (CCX500) or the platform we are using (Teams).  It also doesn't seem to match up with the issue laggy UI.  I did some more research and it does seem to be a common issue with this model of phone: https://www.reddit.com/r/MicrosoftTeams/comments/keo4hm/teams_desk_phone_nightmare_polycom_ccx500/.

[SteffenBaierUK]

Hello @Nerdcentric 

The link simply outlines that 7.0.0 is not for any Microsoft deployments so should not be used and neither should any errors being reported

i already explained the next steps

replied via a mobile device 

[Nerdcentric]

The next steps are to send me a a reseller to provide technical support, which in all honesty they are not able to provide.  As I mentioned in my initial post we are seeing the slow interface in all of the 6.x versions as well. We only updated to 7.0.0.4272 in an attempt to fix the problems.  We have since reverted to 6.2.23.0202 and continue to see the issue.

One change we made that seem to help a little is we turned off the "Home Screen" setting.  That has made answering calls a little quicker and the phone is faster to respond to a Speaker or Headset off hook request.  But there is still a noticeable pause. 

[SteffenBaierUK]

Hello @Nerdcentric 

i explained why you cannot use 7.0.0 as stated in your subject and shared a link educating you of the reason behind it. 

i also shared the Common method to get this via a reseller to Poly support. 

i you provide the requested data I can, once back in the office, inform you who to contact so we can track this and update you. 

replied via a mobile device 

[SteffenBaierUK]

Hello @Nerdcentric ,

Any luck with the serial?

The official advise for now is:

• “Poly is working with Microsoft on this issue. While we’ve created a ticket and will track Microsoft’s progress with this ticket, we ask that you open a ticket with Microsoft as well and provide Poly the Microsoft ticket number.
  This ensures Poly your issue is recorded at Microsoft and considered in determining a resolution.”

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

Best Regards

Steffen Baier