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Cant dial out with CCX500 on 6.2.22.0185 firmware - Teams DR

SOLVED
ozgood22
Visitor

Cant dial out with CCX500 on 6.2.22.0185 firmware - Teams DR

"Please contact your administrator for dialpad support" when trying to dial out.  

 

Did not have this problem with 6.2.21.1428.  I know it's not a provisioning problem because this user account can dialout from the soft client and from their yeahlink phone.  This firmware also has issues with significant lag on certain menus and many times doesnt bring up the "ok" dialog box and just "sits" there.  

I attempted to factory reset, and downgrade and upgrade again.  Same results.  This is my test unit.  I will try with a different physical phone and see if the issue replicates.  Just curious if this is a know issue or not.

 

-Brandon

Message 1 of 6
1 ACCEPTED SOLUTION

Accepted Solutions
SteffenBaierUK
Polycom Employee & Community Manager

Re: Cant dial out with CCX500 on 6.2.22.0185 firmware - Teams DR

Hello @ozgood22 ,

 

Welcome to the Poly Community.


We had similar reports and one of them is tracked by our partner Microsoft as 22259082

 

When comparing with other manufacturers phones and/or our own it's important to also check the currently used Teams and Intune version as these may be causing the issue.

 

We, Poly, only provide the Android Platform to our partners like Microsoft and it is their own APK's running on the phone.


We, Poly, are unable to track this on behalf of a customer and therefore you would need to report this directly to Microsoft.

 

July 31. 2019 Question: How can I report Issues with Teams running on a Poly phone in Native Teams mode?

Resolution: Please collect the Logs as shown => here <=  and submit them to our Partner Microsoft. You will need to work with Microsoft for this via the explained method >here<.

 

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 Poly 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. All posts and words are my own & do not represent the views of Employer.

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

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 6
5 REPLIES 5
SteffenBaierUK
Polycom Employee & Community Manager

Re: Cant dial out with CCX500 on 6.2.22.0185 firmware - Teams DR

Hello @ozgood22 ,

 

Welcome to the Poly Community.


We had similar reports and one of them is tracked by our partner Microsoft as 22259082

 

When comparing with other manufacturers phones and/or our own it's important to also check the currently used Teams and Intune version as these may be causing the issue.

 

We, Poly, only provide the Android Platform to our partners like Microsoft and it is their own APK's running on the phone.


We, Poly, are unable to track this on behalf of a customer and therefore you would need to report this directly to Microsoft.

 

July 31. 2019 Question: How can I report Issues with Teams running on a Poly phone in Native Teams mode?

Resolution: Please collect the Logs as shown => here <=  and submit them to our Partner Microsoft. You will need to work with Microsoft for this via the explained method >here<.

 

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 Poly 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. All posts and words are my own & do not represent the views of Employer.

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

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 6
HuntHunt
Occasional Advisor

Re: Cant dial out with CCX500 on 6.2.22.0185 firmware - Teams DR

Also having this issue.

 

Strangely, it didn't happen on phones I upgraded to the latest firmware ~2 weeks ago. 

Absolutely despise the way Poly have been dealing with these issues, though. I get that there's only so much you can do, but surely pushing Microsoft on behalf of the customer is your job?

Message 3 of 6
SteffenBaierUK
Polycom Employee & Community Manager

Re: Cant dial out with CCX500 on 6.2.22.0185 firmware - Teams DR

Hello @HuntHunt ,

 

Welcome to the Poly Community.


First of all this community does not have any direct connection to our official service infrastructure and is run by volunteers (as detailed in my signature)

 

Therefore any issues posted here are like anything else out there on the internet.

 

If a volunteer, who may also be a Poly employee sees an issue, we often do try and replicate this and if we are able we can report this to Microsoft BUT this does not have the same impact as a Microsoft Customer reporting this to them.

 

We have no relationship with an anonymous person posting something here and have no way of gauging how this can impact their organisation as it may only be a single user or multiple thousand.

 

Microsoft via Teams has a built-in facility to open a ticket and work with Microsoft Employees who completely control the Microsoft Teams application running on our phones. Therefore, as outlined in this and many other posts, the quickest, most direct and most efficient way is to report this directly to Microsoft. In addition, there is no extra cost with this and no contract required as this is part of Teams.

 

Every customer has their Poly reseller who they can report an issue into Poly support, or if additional services have been purchased, work directly with Poly support.

 

As you can see, this post was not updated by the original poster @ozgood22 so we cannot share what their findings have been.

 

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 Poly 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. All posts and words are my own & do not represent the views of Employer.

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

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 4 of 6
ozgood22
Visitor

Re: Cant dial out with CCX500 on 6.2.22.0185 firmware - Teams DR

I put in a ticket with premier support and after some back and forth with them and the product group they said this would be fixed in the next December Firmware update due out around the 7th of December.  I am just standing by for that update to see if this issue is resolved.  

Message 5 of 6
ozgood22
Visitor

Re: Cant dial out with CCX500 on 6.2.22.0185 firmware - Teams DR

After the new update 6.2.23.0202 and a factory reset I now have the dialpad and can make calls! 

 

 

Message 6 of 6