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MS Teams - Unable to add Contacts from CCX phone history

Aramesh
Occasional Advisor

MS Teams - Unable to add Contacts from CCX phone history

Hello, First of all thanks for this community, I could find solutions for all of my problems in these forum. Here is the issue that I am facing. We have deployed CCX 400 and 500 series phones for MS Teams in our Tenant. One of our remote team uses CCX 500 to receive and make calls. They don't use a desktop or laptop.

 

The problem with this setup is we couldn't add numbers to the contacts from Call History. But we can add them to Favorites.  When I add it, the phone asks me to create a group and I get " Java.Net.UnknownHostException: Unable to resolve host "teams.microsoft.com": no address associated with hostname" error.

 

If I choose an existing group, I get "Error This user cannot be added as a contact as its invalid" error. I tried multiple formats and it didn't let me add it

 

 

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Message 1 of 6
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SteffenBaierUK
Polycom Employee & Community Manager

Re: MS Teams - Unable to add Contacts from CCX phone history

Hello @Aramesh ,

 

Welcome back to the Poly Community.

 

It would be interesting to find what software version you are seeing this with. If this is on the current 6.2.22.0185 please follow below:

 

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

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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
Message 2 of 6
Aramesh
Occasional Advisor

Re: MS Teams - Unable to add Contacts from CCX phone history

Hello Steffen Baier, here are the version details

Teams app version: 1449/1.0.94.2020091801

Phone Firmware Version: 6.2.22.0185.

I will open a ticket with MS Premier Support

Message 3 of 6
SteffenBaierUK
Polycom Employee & Community Manager

Re: MS Teams - Unable to add Contacts from CCX phone history

Hello @Aramesh 

 

thanks for this as Microsoft owns the application. We simply cannot open a ticket on a customers behalf especially if we are unable to replicate the issue.

 

To my own personal knowledge, this has not as of yet been reported anywhere globally.

 

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 4 of 6
Aramesh
Occasional Advisor

Re: MS Teams - Unable to add Contacts from CCX phone history

Hello @SteffenBaierUK,

 

I agree with you. I wanted to check whether you or @jschertz has seen this issue before. I will keep this thread updated in case I get any update from MS. The unique thing about this is, the users don't use the same outlook account or desktop application. The phone is used as a common area phone with O365 F3 and a phone system license. I could replicate the issue on my test phone too, where I have an E5 license. 

Message 5 of 6

Re: MS Teams - Unable to add Contacts from CCX phone history

Hi Aramesh, Do you mean that you cannot add a contact successful or that there is no option to add.

The option to add a caller from the recent list is as below.
Select the phone number you want to add. there you see three options under the phone number: 
call - contact card - favorites. select the contact card there you have in the right upper corner the ... (three dots) select these and you get the option add to contacts. You have indeed to add the contact to a group.

At this point I get the same message during testing, but I am able to add it to the favorite successful.

Message 6 of 6