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Skype for Business Favorite Contacts Not Showing on VVX 500

SOLVED
jbanh88
Advisor

Skype for Business Favorite Contacts Not Showing on VVX 500

Hello,

 

I have a total of 10x VVX 500's and 2x VVX 600's working in our office. They are also setup with BToE. The issues we are experiencing are with our VVX 500's. About 5 of them are not showing the users favorite contacts on their phones.

 

I'm not sure why this is the case, as I've performed the same procedure with all our polycom VVX's. Has anyone ran into this issue and was there a solution?

 

VVX 500 Detailed Info

Part Number - 3111-44500-001 Rev:A

UC Software Version - 5.4.1.17653

Updater Version - 5.6.1.23083

BTOE Connector - 3.3.0.0

Message 1 of 27
1 ACCEPTED SOLUTION

Accepted Solutions
ijtech
Visitor

Re: Skype for Business Favorite Contacts Not Showing on VVX 500

After much consternation and back and forth with microsoft, I found the fix.  To be honest, it's so simple (as a workaround) that I don't know why I didn't think of it earlier.

 

First - a root cause analysis.  (THIS IS ASSUMING YOU HAVE AN ALL-CLOUD SOLUTION FROM MSFT) The issue is completely Microsoft's.  User profiles, when they are created, have two contact groups made by default: "Other Contacts" and "Favorites".  In the server's XML schema, "Other Contacts" is represented with a tilde "~", and "Favorites" is represented by "Pinned Contacts".  At least, that's how its supposed to be.  For some unknown reason (microsoft would NOT tell me) they started creating user profiles with the "Favorites" group being SOMETIMES represented by "pinnedGroup" and SOMETIMES by "Pinned Contacts".  Unfortunately, it appears they have NOT informed Polycom of this change, as the latest UC firmware (5.5.1) still does not recognize the S4B favorites - the VVX phones are looking for "Pinned Contacts".  The other fun part of this is the decision to name the Favorites group "Pinned Contacts" or "pinnedGroup" appears to be arbitrary.  3 out of 10 of my users, all created within 15 minutes, are set for "Pinned Contacts", while the other 7 are "pinnedGroup".

 

I had to do ALL of this research on my own, Microsoft was no help.  This is an issue strictly for Polycom/Skype For Business Online users.  They repeatedly told me I had to go back to Polycom to have them update their firmware.  I said, "IT'S YOUR ISSUE, MICROSOFT!"

 

NOW for the fix - I said it was simple.  ALL you have to do is create a new contacts group named "Pinned Contacts", add your desired contacts into that new group and - Voila! - your contacts show up in the VVX phone's "Favorites Group" and on your home screen shortcuts.  It's crap that we even have to do this, but the workaround works.  As long as users don't mind ignoring the S4B client's favorites group and using the "Pinned Contacts" group for all their favorites, no harm no foul.

 

Unfortunately there is NO way whatsoever for an admin to change the Favorites contact group name.  Microsoft holds the keys because they own the server.  There is no cmdlet to modify it, no xml file to change, nothing.  I don't get why they can't change a friggin name, but they can't (or rather, WON'T).

 

I hope this helps someone avoid the 20+ hours of research I had to do!

View solution in original post

Message 23 of 27
26 REPLIES 26
SteffenBaierUK
Polycom Employee & Community Manager

Re: Skype for Business Favorite Contacts Not Showing on VVX 500

Hello jbanh88,

welcome back to the Polycom Community.

Please upgrade to UC Software 5.4.5 first and test this again.


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 27
jbanh88
Advisor

Re: Skype for Business Favorite Contacts Not Showing on VVX 500

Hello Steffen,

 

FWIW, in the past when I've updated our UC Software to a later version than 5.4.1.17653, the phone would automatically revert back.

 

I will attempt to install the UC Software you suggested and see if there is any change.

 

Thanks,

Jon

Message 3 of 27
SteffenBaierUK
Polycom Employee & Community Manager

Re: Skype for Business Favorite Contacts Not Showing on VVX 500

Hello Jon,

You stated Skype for Business, I assume you mean O365?

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 27
jbanh88
Advisor

Re: Skype for Business Favorite Contacts Not Showing on VVX 500

Steffen,

 

Yes, you assume correctly. We are using Skype for Business thru Office 365.

Message 5 of 27
SteffenBaierUK
Polycom Employee & Community Manager

Re: Skype for Business Favorite Contacts Not Showing on VVX 500

Hello jbanh88,

Please open a support case.

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

If this is some sort of an Internet discounter please post your phone's MAC address so I can look up who would be able to support you.

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 27
jbanh88
Advisor

Re: Skype for Business Favorite Contacts Not Showing on VVX 500

Steffen,

 

The Polycom's were purchased off Amazon.com. Would the MAC still help you identify or should I just open a support ticket with Office 365?

Message 7 of 27
SteffenBaierUK
Polycom Employee & Community Manager

Re: Skype for Business Favorite Contacts Not Showing on VVX 500

Hello jbanh88,

Please post your MAC's

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 8 of 27
jbanh88
Advisor

Re: Skype for Business Favorite Contacts Not Showing on VVX 500

Here are two that I was able to get MAC's to that are having the issue.

 

1) 0004F2D30989

2) 0004F264701D

Message 9 of 27
DT_Kevin
Occasional Advisor

Re: Skype for Business Favorite Contacts Not Showing on VVX 500

I am having this same issue with 1 (out of 10) VVX 600 users.  I can login to the phone as a different user and the favorites display for that user but any phone i log into for this one user, there are no favorites displayed. Firmware is 5.4.1.17653  What did you find out?

Message 10 of 27