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Poly CCX 500 Microsoft Teams Music on Hold

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Occasional Contributor

Poly CCX 500 Microsoft Teams Music on Hold

Hello all,

I recently purchased the newly released Poly CCX 500 and began testing it to work in our company's environment, which is trying to move to a complete Microsoft Teams infrastructure.

During the testing, I noticed that there isn't On-Hold Music when calls are placed on hold, nor when trying to transfer the call, which temporarily places the call on hold.

However, when a call is parked, the caller receives On-Hold Music, so that still works.

When digging through the phone's settings, as well as looking at the web interface, there is no option to configure the On-Hold Music.

I understand if you change the mode from Microsoft Teams to Skype for Business you have the ability to change On-Hold Music but unfortunately while in Skype for Business mode credentials are not accepted regardless of whose I use, but that is a different problem entirely.

Message 1 of 4
3 REPLIES 3
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Polycom Employee & Community Manager

Re: Poly CCX 500 Microsoft Teams Music on Hold

Hello @SPetersen ,

 

Welcome to the Poly Community.

 

The CCX500 running in Teams mode uses the Microsoft Android Teams app. This app is supplied by our partner Microsoft and any issues found with the app on its functionality need to be reported to our Partner Microsoft.

 

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

Resolution: Please collect the Logs as shown here => 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 4
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Visitor

Re: Poly CCX 500 Microsoft Teams Music on Hold

We are experiencing this issue with our PolyCom CCX500 units and it's a major problem.  This is a $300-350 phone.  These shouldn't be issues.  Here are some other issues with the CCX500:

 

 

  • Cannot conference call in another number (only contacts) - no dialpad appears
  • NO Hold music if you put a call on hold from PolyCom (but DOES work via Teams Desktop) [As was stated in original poster]

  • Missed call light doesn’t clear even if you acknowledge the call on Team Desktop

Please fix these issues!  Don't ask us to go to Microsoft.  YOU the vendor should be taking this feedback and going to Microsoft.  YOU Are selling the phone capable of running teams.  Don't sell it if it won't work as a basic phone - PLEASE!

 

Regards

 

Message 3 of 4
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Polycom Employee & Community Manager

Re: Poly CCX 500 Microsoft Teams Music on Hold

Hello all,

 

we just released CCX 400, 500, 600 Software 6.2.22.0185 >here<

 

The CCX 400 support page holds a USB Stick software in case the device runs software 1.0.0 or 1.0.1

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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.

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

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 4