Microsoft Teams IVR & Queue - VVX Phone

[Gerald Cheminant]

Dear Community,

I would like share an issue with you in an Microsoft Teams environnment.

In Teams Only mode, I meet the following issue : I can not to answer a call comming from a Teams Call Queue using a VVX Phone (test only with VVX 401).

I can reproduce the problem at 100% either the lastest release 5.9 or 5.6 (O365 release).

• The calls is correctly routed to the phone through Teams Call Queue
• The phone is ringing
• We try to answer the call and it seems to be connected few moment
• But the VVX phone seems hang up and the call is again routed on the phone
• And it loops ...

Note : The is any problem in basic calls scenarios. I mean incoming DDI call or a the outgoing call using dialpad. Moreover I came back in Islands mode or SFB Only mode too, no problem is this scenario too.

Thanks for your help

Regards

Gérald

[Gerald Cheminant · Accepted solution]

• Answer from a consultant Polycom :

When users upgrade to Teams, Call Queues will work via the native Teams IP phones. We do not support it today on Skype for Business IP phones.

• Source : https://techcommunity.microsoft.com/t5/Skype-for-Business-Blog/Skype-for-Business-Certified-IP-Phone...

[ThiryDB]

I have also had the same experience  with VVX 411 on the latest 5.9 UC release.  Does Polycom or "Poly" plan on keeping the VVX 311/411 devices operational with TEAMS or will our services  wither and die as Microsoft force migrates us from Skype for Business to TEAMS?

[rgsteele]

I had this issue up until last Friday, when Microsoft performed an upgrade that moved Call Queue and Auto Attendant administration out of the legacy SfB portal and into the Teams portal. Now I am able to answer call queue calls on a VVX phone with my account in Teams-Only mode. Has this upgrade not occurred in your tenant yet? Or did the upgrade not resolve the issue for you?

[Steven_SFBTech]

Did you have to reboot your phones for this to work?  We have the VVX 401 with 5.9.0.9373.  What verson are you on?

[rgsteele]

No, we did not need to reboot our phones. We're using VVX 411's on 5.9.0.9373.

More info about the update is here: https://techcommunity.microsoft.com/t5/Microsoft-Teams-Blog/Auto-Attendant-and-Call-Queues-Service-U...