Plantronics + Polycom. Now together as Poly Logo

Skype for Business Favorite Contacts Not Showing on VVX 500

SOLVED
jbanh88
Advisor

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

Hello JPSB,

 

Please let me know if deleting and recreating the user works for you. I have gone through this process with Microsoft as well and it did not seem to help me at all.

 

The process of deleting a recreating the user was also suggested with another SFB user that was not able to access her voicemail option to have an email notification sent to her when she receives a voicemail.

 

Good luck!!

Message 21 of 27
JPSB
Member

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

jbanh88,

I did end up going through the deletion and recreation process to resolve this issue. Microsoft Support tried a number of other options before we went that route. We ending up having to create a new user, transfer all Exchange data from the old user, then soft delete and hard delete the old user and change the new user's name to the original login information. It seems like it was an excessive procedure but it went smoothly and the issue has been resolved. Sorry I can't provide any better alternative.

Message 22 of 27
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
SteffenBaierUK
Polycom Employee & Community Manager

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

Hello ijtech,

welcome to the Polycom Community.

I raised this internally and will get back to you.


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. 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 24 of 27
itc2011
Occasional Advisor

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

Hi ijtech,

Have similar issue, we are running on-premise so I know the simple fix was posted for those using the all cloud solution, however we are having exact same issue, have also tried the latest UCS firmware on the Polycoms to no avail, when I try to add a group "Pinned Contacts" to the S4B client it is not allowed as it sees a group already named Pinned Contacts - the Favorites group as per your research. We have tried this with and without clients/polycoms coupled with BTOE also to no avail.

 

 

 

Message 25 of 27
SteffenBaierUK
Polycom Employee & Community Manager

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

Hello itc2011,

welcome to the Polycom Community.

The community's search find this reply => here <=

 

I also added this to the FAQ:

 

Apr 06, 2017 Question:Polycom VVX Business Media Phone and RealPresence Trio unable to add Favourites from Skype for Business or LYNC

Resolution: Please check => 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 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 26 of 27
itc2011
Occasional Advisor

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

Hi Folks,

Found the other post - related and solution included

<Solution Here>

 

Thanks

Message 27 of 27