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Non Skype Contact displayed as phone number and not name

robyoung
Advisor

Non Skype Contact displayed as phone number and not name

Problem: if we add a non Skype contact into Outlook and then add that contact to Skype as a favorite, they are displayed on the phone speed dial keys  as their phone number for the display name.

 

Environment: SFB Online

 

Phone testing: VVX 411 P/N 3111-48450-001 Rev:A

 

UC Software Version: 5.5.1.15937 (also tried with earlier versions)

 

Log Results:

(added a contact as a favorite.  Please note the phone has been XXX out but was present in the log)

 

 

 
0404125549|app1 |2|00|AppPhoneC::OnEvContactsUpdate - Action: 0, szNumber: +1XXXXXXXXXX@company.com, szDisplayName: +1XXXXXXXXXX@company.com, subscribed 1, bRefresh 1
0404125549|app1 |2|00|BuddyListC::Delete (Directory not updated)
0404125549|app1 |2|00|BuddyListC::AddItem2 name:+1XXXXXXXXXX number:+1XXXXXXXXXX@company.com status:20
0404125549|app1 |2|00|appUi::updateLyncContacts - refresh 1
0404125549|app1 |2|00|compareEMLineKeys - lines are same - 0
0404125549|app1 |2|00|EM Line keys are equal hence not sending to EM
0404125549|app1 |2|00|AppPhoneC::OnEvContactPresenceUpdate - szNumber: +1XXXXXXXXXX@company.com, szDisplayName: , status: 21, ActivityToken: , CustomMessage: , HomNumb: ,  MobNumb: ,  WorkNumb  : , OtherTel:  voiceMail: bcontactcardupdate = 1 bOOOUpdate:0 bOOOStatus:0 isMostActive=0
0404125549|app1 |2|00|BuddyItemC::IsForceRefershRequired - PrevToken , PrevCusMeg  ForceRefresh 0
0404125549|app1 |2|00|updatePresenceStatus number: +1XXXXXXXXXX@company.com, displayname: , status: 21, bOOOUpdate: 0, bOOOStatus: 0
0404125549|app1 |2|00|AppExchangeUiC::setMostActivedevice  isMostActiveDevice 0
0404125549|app1 |2|00|compareEMLineKeys - lines are same - 0
0404125549|app1 |2|00|EM Line keys are equal hence not sending to EM

 

 

 I did serach FAQ and the community forums...some similar questions but eiether the member didnt follow through on required info or the thread wandered down a different path from what the original issue was.

Message 1 of 14
13 REPLIES 13
SteffenBaierUK
Polycom Employee & Community Manager

Re: Non Skype Contact displayed as phone number and not name

Hello RobYoung,

welcome to the Polycom Community.

Is this a phone signed in via PIN and Extension or Single Sign In ?

 

Does this contact have an Email?

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

Best Regards

Steffen Baier

Polycom Global Services

----------------
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. 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 2 of 14
robyoung
Advisor

Re: Non Skype Contact displayed as phone number and not name

Is this a phone signed in via PIN and Extension or Single Sign In ?

 

We are using BTOE and SSO.

Pin and Extension I believe is online available for Skype On-Premise and we are using SFB Online(O365).

 

Does this contact have an Email?

 

The user does not.  I beleieve if I populate an email address, then when I add this contact to my favorite, it places the email address into their im field as well.  The name will display on the phone contact list at this point but then I cannot call this contact because the phone assumes it is making a skype call and fails.

 

I will capture this log as an example and post shortly.

Message 3 of 14
SteffenBaierUK
Polycom Employee & Community Manager

Re: Non Skype Contact displayed as phone number and not name

Hello RobYoung,

SIP logging at debug and general Logging at debug and the log size to 180 should show if we get any details from Skype for Business.


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

Best Regards

Steffen Baier

Polycom Global Services

----------------
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. 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 14
robyoung
Advisor

Re: Non Skype Contact displayed as phone number and not name

see attached

Message 5 of 14
SteffenBaierUK
Polycom Employee & Community Manager

Re: Non Skype Contact displayed as phone number and not name

Hello RobYoung,

I did not see any activity of adding a contact or anything similar in the log but I suggest for further support to work directly with INGRAM MICRO CANADA who sold this phone back in 20/12/2016.

 

They should be able to open a Polycom ticket for you.

 

If you are using Single Sign on and the Contact has at least a full name assigned to it it should show the name instead of the Number if added as a favorite.

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

Best Regards

Steffen Baier

Polycom Global Services

----------------
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. 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 6 of 14
robyoung
Advisor

Re: Non Skype Contact displayed as phone number and not name

I did open a ticket (SR  1-582003346) not sure I am getting anyware though.  We have our first deployment tomorrow and until this is resolved, we need to tell the users that if they add an external contact, they will need to longpress on the contact name and select the number they wish to call for that contact.  Not ideal but it will have to do for now.

 

Message 7 of 14
Frosty_NZ
Occasional Advisor

Re: Non Skype Contact displayed as phone number and not name

Hi,

 

Did you end up resolving this issue? We've been seeing the same issue and have opened support tickets with Polycom but have had no luck resolving it.

 

Thanks in advance.

Message 8 of 14
robyoung
Advisor

Re: Non Skype Contact displayed as phone number and not name

No luck.  I was able to have a single contact show up as a name and dial properly...cant replicate how i did it and it eventually reverted back to a phone number.

 

Polycom support suggested that I try adding 'call.urlNumberModeToggling=1'   but this did not resolve anything.

Message 9 of 14
robyoung
Advisor

Re: Non Skype Contact displayed as phone number and not name

I ws told this should be resolved in 5.5.3

Message 10 of 14