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[FAQ] Skype for Business frequently asked questions

Polycom Employee & Community Manager

[FAQ] Skype for Business frequently asked questions

  • This is a quick overview of the most common asked questions in regards Skype for Business and the full VoIP FAQ can be found => here <=

  • This Section will be updated from time to time.

  • The Poly Community is not a replacement for Poly Global Services Support and you may be asked to contact your Reseller or if outside warranty to work with Poly Support via PPI (Pay Per Incident)

Mar 8, 2012 Question: What kind of support should I expect from the Community?
Clarification: Please check => here <=

 

NOTE:

Please ensure before posting any new Question in the Community that you:

 

Once a new Post is started please provide the minimum Information:

 

  • Provide the Software Version of your Phone
  • Provide the Phone Model
  • Provide the Details of the Microsoft Platform
  • 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
  • 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 if the issue is a day 1 issue or only happened after an upgrade or any other relevant details
  • For general questions around Support please check here

 

NOTE: Please ensure to consult the Admin Guide as commands provided may very depending on the UC Software Version

 

Jan 17, 2017 Question: How can I troubleshoot simple Skype for Business, Office365 or Teams issues?

Resolution: Have a look => here <=

 

Dec 6, 2011 Question: What Phone Models support the LYNC 2010, LYNC 2013, Microsoft Office365, Skype for Business Online or Teams?

Resolution: Please check => here <=

 

Dec 14, 2011 Question: Where can I find the Software for the Poly CX Phone range?

Resolution: Please check => here <=

 

Jul 11, 2014 Question: Why can we not sign in to Skype for Business via Pin & Extension?

Resolution: Please verify that the phone has the => correct time <= and the Option 43 and Option 120 is setup in the DHCP scope as explained =>here <= or => here <= 

 

Jul 11, 2014 Question: Since upgrading to UCS 5.1.1 BToE is no longer active

Resolution: Please check => here <=

 

Jul 11, 2014 Question: Since upgrading to UCS 5.1.1 or later and running Skype for Business or LYNC base profile I can no longer access the Web Interface

Resolution: Please check => here <=

 

Oct 7, 2011 Question: How can I setup my Phone / Provisioning / Download / Upgrade / Update / Downgrade Software?
Resolution: Please check => here <=

 

Oct 7, 2011 Question: I get the Error Message “Could not contact boot server” on my phone's screen
Resolution: Please check => here <=

 

Oct 10, 2011 Question: I get the error Message "error loading 00xxxxxxxxxx.cfg" and then Phone continues to reboot

Resolution: Please check => here <=

 

Oct 7, 2011 Question: How can I find out the IP Address of my Phone?
Resolution: Please check => here <=

 

Oct 7, 2011 Question: What is the Standard Username and Password for a Poly Phone?

Resolution: Please check => here <=

 

Oct 7, 2011 Question: How can I find out my UC Software Version or the Updater Version of my Phone?
Resolution: Please check => here <=

 

Oct 7, 2011 Question: What UC Software Version or Updater Version is supported by my Phone?

Resolution: Please check => here <=

 

Oct 7, 2011 Question: How can I change the Menu Language of my Phone?
Resolution: Please check => here <=

 

Oct 7, 2011 Question: Do I always need a Provisioning Server or can I configure a Phone via the Web Interface or via the Phone Gui?
Resolution: Please check => here <=

 

 Jul 11, 2014 Question: What is the warning indication/triangle that shows on the phone since UCS 5.1.1?

Resolution: Please check => here <=

 

Jul 11, 2014 Question: How can I display my phone Extension rather than the Username using LYNC?

Resolution: Please check => here <=

 

Sep 30 2014 Question: Can I sign in to Skype for Business using the Web Interface?

Resolution: Please check => here <=

 

Apr 01, 2015 Question: Does a Poly Phone support a Common Area Phone / CAP mode?

Resolution: Please check => here <=

 

Jun 05, 2015 QuestionWhy does the LYNC Base Profile orderable SKU no longer look for DHCP Option 160?

ResolutionIn order to ensure backwards compatibility a new Option 161 was added for the LYNC Base profile

 

Aug 25, 2015 QuestionHow can I add a Skype for Business Favorite to the Phone or Expansion module?

Resolution: Please check this post => here <=

 

Sep 03, 2015 Question: Why is my VVX Phone displaying an icon next to Line Name when in LYNC mode?

Resolution: Please check this post => here <=

 

Jul 14, 2015 Question: Utilizing Pin & Extension Sign in without DHCP Server Option 43 support?

Resolution: Please check => here <=

 

Jul 07, 2015 Question: Unable to display more than 12 Search results from a Lync Server address book service contact search?

Resolution: Utilize the feature.lync.abs.maxResult Parameter for a minimum of 5 or a maximum of 50.

 

Jul 07, 2015 Question:Does a Poly Phone in LYNC base profile support Reverse Name Lookup (RNL)?

Resolution: VVX UC Software 5.8.0 added this feature. The Factory default uses Outlook,SIP,ABS,Local in this order

 

Sep 22, 2015 Question: How to gather logs from a CX5500 unit?

Resolution: Please check this post => here <=

 

Dec 04, 2015 Question: How can I provision the RealPresence Trio 8800 and/or Visual+/VisualPro?

Resolution: Please check this post => here <=

 

Jan 04, 2016 Question:How do I upgrade a CX5500 unit?

Resolution: Please check this post => here <=

 

Jan 04, 2016 Question: Can I change / re-assign the appearance of a Line and/or Presence Keys?

Resolution: Please check => here <= and the limit using EFLK is 100.

 

Jan 08, 2016 Question: Can I use the Paper Expansion Module with LYNC / Skype for Business?

Resolution: The VVX Paper Expansion Module does not support Microsoft® Lync® / Office365® / Skype® for Business

 

Jan 25, 2016 Question: How many Lines can I register using Poly phones with Skype for Business server?

Resolution: UC Software 5.8.0 for VVX phones and UC Software 5.5.2 for Poly Trio added the Hybrid registration feature. Details are in the Admin Guide or => here <= up to 3 different lines. The first one must be Skype for Business / Office 365

 

Jan 26, 2016 Question: Can I make Video Calls between a VVX phone and a Client on a Lync Server / Skype for Business server?

Resolution: Using a Poly EagleEye Mini USB Camera and a Poly VVX501 or VVX 601 utilizing UC Software 5.8.1 or later. Please check => here <= for details on Video Calls

 

Jan 26, 2016 Question: Can I troubleshoot BToE or changes settings?

Resolution: Please check => here <= for details

 

Jan 27, 2016 Question: Are there any firewall ports required to be open when using BToE ?

Resolution: Please check => here <= for details

 

Jan 27, 2016 Question: Why do I receive a missed call email notification using a Poly VVX Business Media Phone?

Resolution: Please check => here <= for details

 

Feb 01, 2016 QuestionWhy am I unable to disable the call forwarding softkey on a Poly VVX Phone since upgrading to UC Software 5.4.0 or later?

ResolutionWhen using a Poly VVX Phone running UC Software 5.4.0 or later in LYNC Base profile the Skype for Business / LYNC Voice Routing => Voice Policy takes precedence over the softkey.feature.forward=”0” parameter. Either creating a new Voice Policy for these phones or removing the “Enable call forwarding” and/or “Enable simultaneous ringing of phones” will disable the key.

 

Feb 02, 2016 Question: How can I prevent a Poly Phone to be downgraded/upgraded automatically via Skype for Business and/or Office365?

Resolution: For Skype for Busines please download, unpack and import the attached LyncProvisionDeviceParams. For Skype for Business Online / O365 in addition please set the EnableDeviceUpdate to false as explained => here <=

 

Feb 16, 2016 Question: What type of content-sharing experience should I expect of the Poly  Visual+?

ResolutionThe original performance of the Poly Trio content sharing over Microsoft Skype for Business is designed for static and semi-static content such as PowerPoint, Excel documents, standard PDF, etc. The content was limited to a maximum of 5 frames per second (fps). A low framerate would cause content sharing of full-motion video, quick screen refresh, fast scrolling and quick mouse movement to appear choppy and slow. Content sharing performance of the Poly Trio was on par with that of the receiving Microsoft Lync or Skype for Business desktop client.

  • UC Software 5.5.3 added VBSS receive capabilities using a Visual+
  • UC Software 5.7.1 Rev AB in combination with a VisualPro added VBSS send / transmit capabilities

 

Mar 03, 2016 QuestionUnable to establish a Video Call or Content between a Lync for Mac 2011 client and a Poly Trio Visual+/VisualPro

Resolution:The Lync for Mac 2011 client supports only RTV and not xh264uc. There are no plans for the Poly Trio Visual+/VisualPro to support the RTV codec and Microsoft is working on a new Lync for Mac client which should add SVC support. Please contact Microsoft for more details

 

Mar 30, 2016 Question: Can I enable the Web Interface on a Poly Trio?

Resolution: Please check => here <= for details

 

Mar 30, 2016 Question: How can I pair a Poly Visual+ with a Poly Trio?

Resolution: Please check => here <= for details

 




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
3 REPLIES 3
Polycom Employee & Community Manager

Re: [FAQ] Skype for Business frequently asked questions

Apr 5, 2016 Question:Can I customize the Skype for Business sign in and out options on a Poly Trio or VVX Phone?

Resolution: Please check => here <= for details

 

Apr 5, 2016 Question:Can I remove the Poly Logo from a Poly Visual+/VisualPro connected to a Poly Trio 8800/8500?

Resolution: Please check => here <= for details

 

Apr 5, 2016 Question:Can I customize the Home Screen on a Poly Trio 8800/8500?

Resolution: Please check => here <= for details

 

Apr 5, 2016 Question:Can I customize the background Picture of a Poly Visual+/VisualPro  connected to a Polycom Trio 8800/8500?

Resolution: Please check => here <= for details

 

Apr 22, 2016 Question:Why am I being asked to contact my Poly reseller for further support?

Resolution: Please check => here <= for details

 

Apr 22, 2016 Question:Why am I being asked to to provide my products MAC address?

Resolution: Poly only sells to qualified resellers and these may sell via dealers who may not be trained on these products. In order to identify the reseller the unit was sold via we need the MAC address to provide their details so they can open a support ticket as explained => here <= 

 

May 02, 2016 Question:Determine the Skype for Business status via the Polycom Trio or a Polycom VVX Business Media phone Web Interface?

Resolution:Browse to the Phones Web Address and after identifying as the Admin User browse to Diagnostics > Skype for Business Status

 

LyncStatus.PNG

 

Jun 02, 2016 Question:How can I disable the Skype for Business lock Policies for Poly phones?

Resolution: Please check => here <= 

 

Jun 15, 2016 Question:Unable to receive content from a Skype for Business 2016 client

Resolution:The Poly Trio prior to UC Software 5.5.3 did not support VBSS.

 

Jun 25, 2016 Question:Can a Poly VVX Business Media Phone or a Polycom Trio enable Simultaneous Ring via the Phone GUI?

Resolution:Poly VVX Business Media Phone can do this since UC Software 5.9.0
A Poly Trio cannot enable or assign Delegates or Boss-Admin and a Lync or Skype for Business Client is required to assign this. Please check the “Using Polycom® VVX® Phones in a Microsoft® Lync™ Environment Quick User” Guide

 

Jul 13, 2016 Question:How do I sign into an O365 account?

Resolution:Please check => here <=

 

Aug 10, 2016 Question:Why does the Poly Trio 8800/8500 not display the Meeting Subject if using a Room Account?

Resolution:Please check => here <=

 

Sep 20, 2016 Question:Does the Poly Visual+ require to be set into Lync Base Profile?

Resolution:There is no need to change any setting on the Visual+ as all relevant configuration changes are controlled by the Trio itself.

 

Jan 04, 2017 Question:Can I change the Theme into Classic on a Phone running the Skype for Business Base Profile and UC Software 5.5.1 or later?

Resolution: No you cannot change this.

 

Apr 1, 2016 Question: Can a Poly Visual+/VisualPro/Trio 8800/8500 receive PowerPoint Files and/or Whiteboard?

Resolution: This is at present not supported.

 

Jan 27, 2017 Question:What Mac OS Versions are supported by the CX5100 or CX5500?

Resolution: Software 1.3.x supports

 

OS X 10.12 Sierra (Fuji)
OS X 0.11 El Capitan (Gala)
OS X 0.10 Yosemite (Syrah)
OS X 10.9 Mavericks (Cabernet)


Feb 02, 2017 Question:Can I select what details the Poly Trio removes from a Private Meeting?

Resolution: Have a look => here <=

 

Feb 13, 2017 Question:Why am I receiving a "Hold Failed. Moving back to call" Message and am unable to transfer or hold a call?

Resolution: Have a look => here <=

 

Jan 26, 2016 Question:Do I require a License to use Poly VVX Business Media Phones with a  Skype for Business server ?

License requirements for Poly VVX Business Media Phones not using a Skype for Business SKU:

 

Please be aware of the following License requirement:

 

The use of Poly UC Software versions 4.1.X (“Software”) requires the purchase of a separate Software license for every device that will use the Software in a Lync / Skype for Business environment. You may not install, access, or use the Software in a Lync / Skype for Business environment on more devices than are listed on your license until additional licenses have been purchased and authorized by Poly. These licenses should be purchased from the same company from which you purchased the devices. You may operate devices against a Lync / Skype for Business server for trial purposes for up to 30 days without purchasing a license. Use of the Software is subject to the terms and conditions of the End User License Agreement. 

Poly reserves the right to audit your deployment to verify that you have sufficient licenses to match the number of devices being used.

 

 

5150-49252-001 SW,LIC,LYNC ENTERPRISE IND PHONE
5150-49253-001 SW,LIC,LYNC ENTERPRISE SITE (5 UNITS)
5150-49254-001 SW,LIC,LYNC ENTERPRISE SITE (10 UNITS)
5150-49255-001 SW,LIC,LYNC ENTERPRISE SITE (100 UNITS)
5150-49256-001 SW,LIC,LYNC ENTERPRISE SITE (1000 UNITS)
5150-49257-001 SW,LIC,LYNC ENTERPRISE SITE (10000 UNITS)

 

 

Poly Phones Skype for Business :

 

Microsoft Skype for Business/Lync edition VVX 201 2-line Desktop Phone with HD Voice, dual 10/100 Ethernet ports and Polycom UCS SfB/Lync License. Ships without power supply. 2200-40450-019
Microsoft Skype for Business/Lync edition VVX 300 6-line Desktop Phone with HD Voice, dual 10/100 Ethernet ports and Polycom UCS SfB/Lync License. Ships without power supply. 2200-46135-019
Microsoft Skype for Business/Lync edition VVX 310 6-line Desktop Phone with HD Voice, GigE and Polycom UCS SfB/Lync License. Ships without power supply. 2200-46161-019
Microsoft Skype for Business/Lync edition VVX 301 6-line Desktop Phone with HD Voice, dual 10/100 Ethernet ports and Polycom UCS SfB/Lync License. Ships without power supply. 2200-48300-019
Microsoft Skype for Business/Lync edition VVX 311 6-line Desktop Phone with HD Voice, GigE and Polycom UCS SfB/Lync License. Ships without power supply. 2200-48350-019
Microsoft Skype for Business/Lync edition VVX 400 12-line Desktop Phone with HD Voice, dual 10/100 Ethernet ports, HD Voice and Polycom UCS SfB/Lync License. Ships without power supply. 2200-46157-019
Microsoft Skype for Business/Lync edition VVX 410 12-line Desktop Phone with HD Voice, GigE and Polycom UCS SfB/Lync License. Ships without power supply. 2200-46162-019
Microsoft Skype for Business/Lync edition VVX 401 12-line Desktop Phone with HD Voice, dual 10/100 Ethernet ports, HD Voice and Polycom UCS SfB/Lync License. Ships without power supply. 2200-48400-019
Microsoft Skype for Business/Lync edition VVX 411 12-line Desktop Phone with HD Voice, GigE and Polycom UCS SfB/Lync License. Ships without power supply. 2200-48450-019
Microsoft Skype for Business/Lync edition VVX 501 12-line Desktop Phone with HD Voice, GigE and Polycom UCS SfB/Lync License. Ships without power supply. 2200-48500-019
Microsoft Skype for Business/Lync edition VVX 600 16-line Desktop Phone with HD Voice, GigE and Polycom UCS SfB/Lync License. Ships without power supply. 2200-44600-019
Microsoft Skype for Business/Lync edition VVX 601 16-line Desktop Phone with HD Voice, Bluetooth, GigE and Polycom UCS SfB/Lync License. Ships without power supply. 2200-48600-019
Skype for Business/O365/Lync Ed. RP Trio 8800 Collab. Kit,Polycom UCS SfB Lic.,802.3af/at PoE. Incl. Trio 8800,Trio Visual+,Logitech C930e,network cables,USB and HDMI cable (1.8m),VESA mount NO PWR KIT. Incl 1yr Prem CALA,3yr PP China. Maint Cont Reqd 7200-25500-019
Skype for Business/O365/Lync Ed. RP Trio 8800 Collab. Kit,Polycom UCS SfB Lic.,802.3af/at PoE. Incl. Trio 8800,Trio Visual+,Logitech C930e,network cables,USB and HDMI cable (1.8m),VESA mount NO PWR KIT. Incl 1yr Prem CALA,3yr PP China. Maint Cont Reqd 7200-25500-019
Skype for Business/O365/Lync Edition Polycom Trio 8500 conf. phone with Polycom UCS SfB Lic., built-in Bluetooth. 802.3af PoE. NO PWR KIT. Incl. 7.6m/25ft Ethernet cable. (CHINA: incl. 3 yr Partner Premier) 2200-66700-019
Skype for Business/O365/Lync Ed. RP Trio 8500 Collab. Kit, Polycom UCS SfB Lic.,802.3af PoE. Incl. Trio 8500, Trio Visual+, Logitech C930e, network cables, 1.8m HDMI cable, VESA mount NO PWR KIT. Incl 1yr Prem CALA. Maint Cont Reqd 7200-66779-019



<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 2 of 4
Polycom Employee & Community Manager

Re: [FAQ] Skype for Business frequently asked questions

Changing the Base Profile to LYNC / Skype for Business / Zoom / Skype for Business USB Optimized

 

Using the Web Interface as explained => here <= and then change the Base Profile

  • Teams_Support_01.png

 

Manually using the Phone UI:

 

  • Press Settings or Menu Key and then Settings
    Trio_01.PNGVVX_01.PNG

  • Select Advanced
    Trio_02.PNGVVX_02.PNG

  • Enter the Password (Factory default 456)

    Trio_03.PNGVVX_03.PNG

  • Select Administration Settings

    Trio_04.PNGVVX_04.PNG

  • Select Network Configuration

    Trio_05.PNGVVX_05.PNG

  • Scroll down and change the Base Profile to Lync / Skype for Business

    Trio_06.PNGVVX_06.PNG

The Phone will reboot and the Web Interface will be disabled. To activate the Web Interface please check => here <=

 

Option 2 for VVX Phones:

 

To set the Base Profile to Lync using the multi-key combo shortcut:

 

  1. Press the phone’s Home/Menu key.

  2. From the idle screen, press and hold the following key combination on the phone keypad for about 3 seconds. These multi-key combo (MKC) keys vary by phone.

  3. Polycom SoundPoint IP 550, 560, and 650 desktop phones: 5, 7, 8, *

  4. VVX 300, 310, 400, and 410 business media phones: 1, 4, 9

  5. VVX 500 and 600 business media phones: 1, 4, 9

  6. VVX 1500 business media phones: 1, 4, 9

  7. SoundPoint IP 321, 331, 335, 450 desktop phones; SoundStation 5000, SoundStation Duo conference phones: 1, 2, 4, 5

  8. Pressing and holding the MKC keys causes the Base Profile Password menu to display.

  9. In the Base Profile Password screen, enter the password (default 456) and press Enter.

    LyncBaseProfile_01.PNG

  10. In the Base Profile menu, select Lync.

    LyncBaseProfile_02.PNG

The Phone will reboot and the Web Interface will be disabled. To activate the Web Interface please check => here <=




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 3 of 4
Polycom Employee & Community Manager

Re: [FAQ] Skype for Business frequently asked questions

Feb 15, 2017 Question:What is a Skype for Business / LYNC SKU / Stock Keeping Unit?

Resolution: Have a look => here <= or check the License requirement described above => here <=

 

Mar 22, 2017 Question:Can I pair a Poly D60 with a Phone in Skype for Business / LYNC base profile?

Resolution: No this is not possible.

 

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

Resolution: Please check => here <=

 

Apr 21, 2017 Question:Can I arrange my Skype for Business Favorites alphabetically on my Phone?

Resolution: Please check => here <=

 

Apr 21, 2017 Question:Can I call a Voice Mail directly of a Skype for Business contact?

Resolution: Please check => here <=

 

Apr 21, 2017 Question:Where can I find a full list of parameters that are supported by Poly VVX phones in a QoE report?

Resolution: Please check page 66 => here <=

 

May 18, 2017 Question: Unable to answer a call on a SLA / Shared Line Appearance by simply lifting the handset?

Resolution: The factory default ringer for a SLA is the silent ring as explained => here <=

 

Jul 31, 2017 Question: How can I prevent a Poly VVX Phone or a Poly Trio to accept some settings automatically via Skype for Business and/or Office365?

Resolution: Please check this post => here <=

 

Aug 01, 2017 Question: Why am I unable to activate BToE using a VVX phone and Skype for Business Online?

Resolution: Some parameters are provisioned via Skype for Business online as explained in this post => here <=

 

Sep 04, 2017 Question: Does a SoundStation or SoundPoint IP support Skype for Business Online aka O365?

Resolution: As explained => here <= they are only compatible with LYNC 2010 and LYNC 2013

 

Sep 04, 2017 Question:Can I sign in to Skype for Business using configuration parameters/provision Login Credentials?

Resolution: Please see this post => here <=

 

Nov 02, 2017 Question:How can I disable the Sign-In Wizard on a Poly Phone?

Resolution: Please see this post => here <=

 

Dec 15, 2017 Question: Do Poly Phones support Web Proxy Auto-Discovery (WPAD)?

Resolution: Since UC Software 5.7.0 this feature is supported on VVX Business Media phones and Polycom Trio since UC Software 5.7.1 shown => here <=

 

Dec 15, 2017 Question: Do Poly Phones support the Silk Audio Codec?

Resolution: VVX 501 and 601 Business Media phones support this since 5.7.0 and the Trio since 5.5.2

 

Dec 15, 2017 Question: Do Poly Phones support Hot Desking?

Resolution: Since 5.7.0 this feature is supported on VVX Business Media phones as shown => here <=

 

Dec 15, 2017 Question:Does BToE for Poly Phones support Citrix VDI?

Resolution: This feature is currently supported on VVX Business Media running 5.7.0 and BToE 3.7.0 or later as shown => here <=

 

Dec 15, 2017 Question: Does BToE for Poly Phones support Pairing without the PC being connected to the Phone?

Resolution: This feature was added to VVX Business Media running 5.7.0 and BToE 3.7.0 or later

 

Dec 15, 2017 Question:Do Poly Phones support separate login credentials for Exchange?

Resolution: This feature is currently supported on Poly Trio Phones running 5.5.2  as shown => here <=

 

Dec 20, 2017 Question: Does the Poly Trio EagleEye™ IV USB Camera MSR Camera require certain software to work?

Resolution: Please check => here <=

 

Dec 20, 2017 Question: Do Polycom phones support the Silc codec?

Resolution: The VVX 501 and 601 and the Poly Trio supports Silc

 

Jan 12, 2018 Question: Why does my Poly phone disable BusyOnBusy?

Resolution:Due an issue with our call forward implementation this issue will be fixed as explained => here <=

 

Jan 16, 2018 Question: Why does Skype for Business online upgrade/downgrade a Polycom phone software?

Resolution:This can be disabled as shown => here <=

 

Feb 26, 2018 Question:How can I share my desktop in a Skype for Business call utilizing a Polycom Trio with a Visual+/VisualPro?

Resolution: Please check => here <=

 

Mar 30, 2018 Question:How can I customize the way my DDI/Direct Inward Dialing is being displayed on the phone?

Resolution: Please check => here <=

 

Apr 27, 2018 Question:Does Poly support Modern Authentication on Polycom phones?

Resolution: Modern Authentication ADFS is only supported via Web Sign-In

 

May 02, 2018 Question: Will Microsoft Team’s support Lync Phone Edition (LPE)?

Resolution: Whilst our Partner Microsoft originally planned to support LPE against Teams, there are multiple factors that prevent them from enabling them to work with Teams:

 

  • Mainstream support for LPE ends with April 10, 2018, see Lifecycle page for Lync Phone Edition
  • Office 365 will not support any version of TLS older than 1.2 later this year. Since the underlying operating system of LPE does not support TLS 1.2, LPE will not be supported to connect to Office 365 anymore. See Preparing for the mandatory use of TLS 1.2 in Office 365 for more details.

 

May 02, 2018 Question: Which LPE Phones will be affected by the change to TLS 1.2?

Resolution: Devices impacted are CX500, CX600, and CX3000

 

May 02, 2018 Question: Can I connect to on-premises deployments of Skype for Business Server or Lync Server?

Resolution: LPE device users can continue connecting to on-premises deployments that use TLS 1.0. However, compliance requirements—such as the Payment Card Industry Data Security Standard (PCI DSS)—may force your customers to upgrade to TLS 1.2

 

May 02, 2018 Question: What are my options for new devices regarding an existing Skype for Business infrastructure and a potential move to Microsoft Teams?

Resolution: Please check => here <=

 

May 21, 2018 Question: Why does my Poly phone lockout my account when I changed the password?

Resolution: Via EN-68765 in VVX UC Software 5.7.2 we improved the handling when we receive a 500 error from Skype for Business.

Jun 07, 2018 Question: How can I prevent the Poly Trio logging out of Exchange?

Resolution: Please check => here <= for additional parameters

 

 

May 29, 2018 Question: How can I change the Skype for Business logging levels?

Resolution: This feature was actually added back in the UCS 5.5.2 release.  It allows the phone to read the in-band logging level configuration defined in a Lync Server or Skype for Business Server on-premises deployment controlled by the Set-CsUCPhoneConfiguration cmdlet.  The  cmdlet LoggingLevel parameter can be set to Off, Low, Medium, or High values.

 

The following table lists the individual component logging values in the phone that are configured in conjunction with each of the four possible values in the server parameter.

 


Feature Off Low Medium High
ICE 4 4 0 0
ICE 4 4 0 0
TICKT 4 4 0 0
SIP 4 4 2 0
EC 4 4 2 2
APP1 4 4 2 2
SO 4 4 2 2
AFE 5 5 2 2
PPS 4 4 1 1
PGUI 4 4 2 2
BTOE 4 4 2 2
ServiceAuth 2 2 2 2
ServiceDevicePair 4 4 2 2
ServiceProxy 4 2 2 2
ServiceWad 2 2 2 2

 

 

 Aug 20, 2018 Question:Is BToE 3.8.0 or later compatible with any UC Software?

 Resolution:No BToE 3.8.0 or later requires UC Software 5.8.0 or later

 

Sep 06, 2018 Question: How can I force my phone to dial the Phone Number of a Contact rather than the Email / URI?

Resolution: UC Software 5.5.2 added a feature as explained => here <= to memorize the choice

Aug 15, 2018 Question: Can I enable more than 1 Line on my Poly Trio?

Resolution: UC Software 5.5.2 for Poly Trio added the Hybrid registration feature. Details are in the Admin Guide or => here <=  and it can be up to 3 different lines.

 

Aug 29, 2018 Question: Can I connect/pair my Poly Trio to a Polycom RealPresence GroupSeries?

Resolution: UC Software 5.7.1 Rev AB or later for Poly Trio added support to connect to a GroupSeries running 6.1.8 or later. This also allows using additional supported cameras via the GroupSeries. More details can be found => here <=

 

Aug 29, 2018 Question: Are there any limitations when pairing a GroupSeries with a Poly Trio?

Resolution: The GroupSeries must be hardware 20 or later as shown => here <=

 

Sep 19, 2018 Question: Can I share Audio on a Poly Trio when paired with a Visual+ / VisualPro?

Resolution: From Trio 5.5.2 RevAB and VisualPro 6.1.10 onwards Audio can be shared when using the HDMI In on either VBSS or BFCP

 

Oct 19, 2018 Question: Why does my Poly phone not show the Skype for Business Sign In Options?

Resolution: Most likely the variant purchased was not an official Skype for Business SKU. A phone can switch profiles to support this but please ensure the relevant License is purchased. More details and instructions can be found => here <=

 

May 15, 2017 Question: Can I use another USB camera with Poly Trio Visual+?

ResolutionOriginally the Poly Trio only supported the Logitech C930. UC Software 5.5.3 added the ability to the Trio 8800 to also use a EagleEye™ IV USB Camera. The UC Software 5.7.1 release added support to use the EagleEye Mini for both the Trio 8800 and Trio 8500.

 

Camera Trio 8800 Trio 8500
Logitech C930 5.4.0 or later 5.5.2 or later
EagleEye USB 5.5.3 or later N/A
EagleEye Mini 5.7.1 or later 5.7.1 or later

 

Nov 16, 2018 Question: How can I change my Voice Mail Pin using Skype for Business?

Resolution: Please check => here <= or => here <=

Feb 20, 2019 Question: Is there an official FAQ around Poly VoIP Phones and Microsoft Teams?

Resolution: Please check => here <=

 

April 16. 2019 Question: Can I use UC Software 6.0.0 for Skype for Business Online deployments?

Resolution: UC Software 6.0.0 has not been qualified by Microsoft to use in Skype for Business Online deployment

 

April 16. 2019 Question: What Poly Phones support Microsoft Teams?

Resolution: Please check => here <=

 

July 19. 2019 Question: Can a Poly Trio support Microsoft Teams or Zoom at the same time as Skype for Business or openSIP?

Resolution: If the Poly Trio is running the native Teams app you cannot use any other Line. Teams on the Trio is mutually exclusive and does not allow pairing with a Visual+/VisualPro for Video. The native Zoom room application is the same. Zoom can be used in a Hybrid setup as explained => here <=

 

July 24. 2019 Question: Can a Poly Phone support Skype for Business at the same time as openSIP or Zoom/BlueJeans?

Resolution: Check the Post => here <=  as it can be up to 3 different lines.

 

July 31. 2019 Question: How can I report Issues with Teams running on a Poly Trio in Native mode?

Resolution: Please collect the Logs as shown here => here <=  and submit them to our Partner Microsoft. You will need to work with Microsoft for this via the explained method >here<.

 

July 31. 2019 Question: Are any Poly Phones like VVX or Trio compatible with the consumer version of Skype?

Resolution: No they are not tested or supported

 

Nov 6. 2019 Question: Is there a difference between the Software Microsoft supplies via Skype for Business to other versions supplied by Poly?

Resolution: Microsoft does not always host the latest software. Poly supported software for Skype for Business can always be found >here< and questions around support are answered >here<. In order to prevent Skype to downgrade the software check => here <=




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
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