Plantronics + Polycom. Now together as Poly Logo

VVX500 unable to call Direct Access Lync clients

Occasional Contributor

VVX500 unable to call Direct Access Lync clients

Hi All,

We are currently deploying VVX 500 phones across our user base.

These are the Lync skew devices.

We are running Lync 2013 (this is currently being upgraded to Skype for business).

We have a dual stacked network (IPv4 & IPv6).

We have discovered that users connected via Direct Access are unable to have a phone call (using Lync 2013 (SFB) client on their DA connected PC), to a VVX500 phone on the corporate network. The SFB DA client calls the VVX connected user and the phone rings, however when the call is answered via the VVX 500 phone the call fails to establish.

Users are logging onto the phones using the BToE client.

They can successfully call to a Lync client on a pc on the corporate network.

We also have some old CX600 phones, I tested calling a CX600 from a Direct Access client and the call successfully establishes, this to me indicates perhaps a firmware issue on the phone?

I hope someone out there can shed some light on this many thanks.

VVX phones are running firmware 5.3.1

BToE v 3.0.0

Message 1 of 4
Polycom Employee & Community Manager

Re: VVX500 unable to call Direct Access Lync clients

Hello MrVirtual,

The currently latest released UC Software 5.3.1 is certified for LYNC 2013 and usage with LYNC 2013 Clients.


At present we neither support Skype4Business / O365 servers or clients.


I am not familiar with the terminology of a Direct Access Lync clients so I can only advise you to raise a Polycom Service Ticket in your area via your Polycom reseller so we can look into this issue.

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
Message 2 of 4
Regular Advisor

Re: VVX500 unable to call Direct Access Lync clients

Do you have a Lync/SfB Edge setup for external access?


It is not recommended to use a VPN(including DA) with enterprise voice.  With DA your Lync/SfB service FQDNs should be excluded.  This will cause External Lync/SfB users to connect to your Edge.  DA can also cause problems with multi party calls it adds latency and is no more secure than using the Lync/SfB Edge.


Message 3 of 4

Re: VVX500 unable to call Direct Access Lync clients

I agree with James, we have Direct Access and Lync 2013 and we had to add all of the Lync edge server fqdns as exemptions in the Infrastructure Server Setup on our Direct Access server.

Message 4 of 4