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Skype for Buisness - Call Ques

Occasional Advisor

Skype for Buisness - Call Ques

Currently we are only able to answer inbound calls into a call que from a PC or Laptop device.

Their are no issues unless a "Call Que" is used direct call function normally. Below are the problems we have and some minor workarounds we have found.


If the call is from a non-Teams phone # then the person who answers can be heard by the caller(customer in our case), but the caller cannot hear our personnel from their side.

We have tested a few situations and the best we have come up with is this.


A Teams to Call Que works fine when answered on an Andriod or IOS phone. As long as both the caller and the receiver are using Teams for the call.


A Non-Teams call can be answered only from a PC/Laptop that has microphone ability either from a headset or built in. Right now we are using headset microphones.


A Non-Teams call can be heard with some delay if the call is answered by an IOS device under the following condition. Once the call is answered they must activate then deactivate their speaker phone on the IOS device then both sides can hear each other. This DOES NOT WORK for ANDRIOD devices.


A Non-Teams call can be heard with some delay if the call is answered by an Android device under the following condition. Once the call is answered they must activate then deactivate Hold on the Android device then both sides can hear each other.


External Calls cannot be answered at all by our Polycom Skype for Business phones(VVX - 401). They will pick up the call briefly then disconnect leaving the call on the line with the phone ringing.

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Polycom Employee & Community Manager

Re: Skype for Buisness - Call Ques

Hello @LRose ,

welcome back to the Polycom community.

Some or a couple of your old post(s) or reply(s) to them => here <= are still open / pending as you have not marked these as "Accept as a solution" or at least provided some form of feedback or answer.

If they are in this state nobody finding them via a community search will know if an answer or advice provided was useful and has maybe helped you.

Could you therefore kindly go over them and mark or answer as appropriate ?

If they are marked as "Accept as a solution" other users can find these easier and it helps them to utilise the community more efficiently. Please do not simply mark them without any type of feedback.

As previosely reminded in addition both the community's Must Read First and the community's FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:


  • Provide the exact Software Version of your Phone
  • Provide the Phone Model
  • Provide the Call Platform (aka openSIP,Skype for Business Online, Skype for Business on Premise, Lync)
  • Additional Polycom Infrastructure (RPRM,PDMS or BToE)
  • If applicable provide a backup of the phone in question

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup. Please rename into .TXT or Zip the file to attach.
Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package

  • If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
  • If possible provide the MAC Address or Serial of the device
  • Provide details for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details
  • For questions around Support please check here


Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Polycom to have an overview of the current software used. In addition providing all details at the same time allow us to check logs or look up a potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.


Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up post’s.


In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

End Customers are unable to open a ticket directly with Polycom support.

If this is some sort of an Internet discounter providing your MAC address or your Polycom devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Polycom device from.

If the unit is no longer within warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail 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

Polycom Global Services

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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