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MS Teams CAP could not search directory

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Occasional Contributor

MS Teams CAP could not search directory

Testing Microsoft Teams Common Area Phone on CCX 400 and 500. CAP phones are able to make and receive calls, a search button is available on the display. All functions seems to work as expected but when search for directory contacts, it will not yield any results, just display "Directory contacts (0)".

According to Microsoft Support, CAP should be able to search contacts and indicated this is a Poly hardware issue. Any suggestion?

 

Firmware: 1.0.0.0200

Device: 2.5.5

Teams: 1449/1.0.94.2019110802

Message 1 of 8
7 REPLIES 7
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Polycom Employee & Community Manager

Re: MS Teams CAP could not search directory

Hello @GreatCaps ,

 

Welcome to the Poly Community.


The Poly CCX phones are running the latest Microsoft approved and tested Team Phone Android Apps and any issues need to be reported to Microsoft and worked with Microsoft.

 

We do not make any changes to the Teams Phone application, a bit similar to the ones running on iPhones or Android devices.

 

Please work with our partner Microsoft.

 

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 8
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Occasional Contributor

Re: MS Teams CAP could not search directory

I will agree and worked with Microsoft support first in the past 2 weeks. They have confirmed 365 settings and CAP account are correct and determined that this is a Poly issue...

Message 3 of 8
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Polycom Employee & Community Manager

Re: MS Teams CAP could not search directory

Hello @GreatCaps 

 

do you have some form of a Microsoft reference as I struggle to understand how this should be our issue if Microsoft supplies and controls the Teams Phone app running on a Poly phone.

 

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 4 of 8
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Occasional Contributor

Re: MS Teams CAP could not search directory

Hi Steffen,

MS ticket # 18831899.

I asked the MS tech the same question, "why should I contact Poly for an app issue that Microsoft control?" But, the tech insist that it is a hardware issue.

Message 5 of 8
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Polycom Employee

Re: MS Teams CAP could not search directory

That is an older firmware version you are running which is likely the issue.

 

I just tested it on my CCX500 which is running the same Teams client version, but a newer base firmware version, which likely means the issue is on our end (Poly) and has been resolved since that version.  The Teams client version is the same on my phone, but the tenant I'm testing with is in not in a public ring.

 

So the root issue could be on Microsoft's side (if related to the ring) or on Poly's side (if related to the firmware).

 

I'm going to dig around and see if there is a newer publicly-available version you can upgrade to now to see if it resolves your issue.

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Jeff Schertz - Microsoft Solutions Architect [Blog]

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.
Message 6 of 8
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Occasional Contributor

Re: MS Teams CAP could not search directory

Thanks Jeff,

Please let me know if there is a way we can upgrade the base firmware to test.

Here is the response from Microsoft -

Reviewing this email, did you tell them there is no error in your accounts and everything in office 365 is working. The core issue is being unable to search the contact list from the device. Also the issue doesn't happen on the other phone. We have confirmed this the error is coming from the device obtaining data, this where office 365 Support can not assist as the issue is with the "Device" trying to Obtain data from "Office 365" this what needs to be explained to them. I will be in the office tomorrow from 5 am - 2 pm Eastern standard time and I will be happy to do a three-way call to figure this out with you, Polycom and me. Do replay to this message when you have the proper time and day you wish to do this.

 

Thank you, best regards. 

Microsoft Office 365 Support Team

Message 7 of 8
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Frequent Advisor

Re: MS Teams CAP could not search directory

Download the update from https://support.polycom.com/content/support/north-america/usa/en/support/voice/poly-ccx-software/pol...

 

Copy the file to a USB flash drive formatted as FAT32, plug it into the phone, and it should prompt you to upgrade.

 

Jeff: According to Microsoft's What's New in Microsoft Teams, the latest version of the desk phone app is 1449/1.0.94.2020020601, but the version on my CCX 500 (running Poly UC Software 5.9.12.1122) is 1449/1.0.94.2019110802, and the Teams Admin portal says the device is "Up to date". Any idea whether there is something on your end that would be blocking the update, or should I open a ticket with Microsoft?

Message 8 of 8