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Poly CCX 500 call dropped

Occasional Contributor

Poly CCX 500 call dropped

We have some Poly CCX 500 phone have problems.


Most of the time, an incoming call from the outside cannot be answered on the phone.  It will say call dropped.  It can however be answered through Teams via the computer.  

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Polycom Employee & Community Manager

Re: Poly CCX 500 call dropped

Hello @pci.lchan ,


Welcome to the Poly Community.

It would be of interest what software version is running on these phones to ensure you are on the latest. As we assume the phone is running Microsoft Teams it is super easy to work with our Partner Microsoft as they can investigate the calls being dropped.


The phone most likely is on a completely different network to the PC Teams client so this cannot be really compared@


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 work with our Partner Microsoft.


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
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