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CCX 500 issues

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Occasional Contributor

CCX 500 issues

Hello wondering if anyone else has saw this issue or can help? 

I have two CCX 500 phones both set to Teams mode. One device signed in and registers with the Microsoft teams portal. 

The other signed in but never shows up in the portal. 

Both Phones have the same software version: 

UC Software Version1.0.0.2535 (Beta software)
Updater SignatureRelease

 

Phone one when first turned on registers it self to the PDMS-E via the old DHCP options in place. Removed these and reset the device to factory and signed in. Phone was able to sign in but i cannot sign out using the GUI just hangs there. pick up the handset and it goes back to dial pad then back to main screen. Only way to sign out is factory reset. 

 

Phone two never touched the PDMS-E signed on and shows up in Teams portal. Sign out also works. This device looks like it works fine. 

 

Is there any way to factory reload the firmware like VVX phones via TFTP or other options on CCX phones as it sounds like phone one has something corrupted. 

 

Message 1 of 4
3 REPLIES 3
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Polycom Employee & Community Manager

Re: CCX 500 issues

Hello @CaptCrunch 

 

Welcome back to the Poly Community.

This would need to come into support.


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

End Customers are usually unable to open a ticket directly with Poly support. Available End User Poly services offerings are detailed here

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


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

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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
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Occasional Contributor

Re: CCX 500 issues

Thanks, 

 

Have no issue with need to raise that with the seller was just looking to see if there is a faster resolution to this. 

 

The chain of support to open a ticket is not a great customer experience.  

Message 3 of 4
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Polycom Employee & Community Manager

Re: CCX 500 issues

Hello  @CaptCrunch 

 

as outlined in our FAQ:

 

  • Please be aware:For questions about the type of support to expect please check here

You can purchase additional service to directly contact Poly support.

 

If you have not done this I already outlined the next action.

 

Best regards

 

Steffen Baier

----------------

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 4