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Poly CCX 500 Microsoft Teams Music on Hold

Occasional Contributor

Poly CCX 500 Microsoft Teams Music on Hold

Hello all,

I recently purchased the newly released Poly CCX 500 and began testing it to work in our company's environment, which is trying to move to a complete Microsoft Teams infrastructure.

During the testing, I noticed that there isn't On-Hold Music when calls are placed on hold, nor when trying to transfer the call, which temporarily places the call on hold.

However, when a call is parked, the caller receives On-Hold Music, so that still works.

When digging through the phone's settings, as well as looking at the web interface, there is no option to configure the On-Hold Music.

I understand if you change the mode from Microsoft Teams to Skype for Business you have the ability to change On-Hold Music but unfortunately while in Skype for Business mode credentials are not accepted regardless of whose I use, but that is a different problem entirely.

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Polycom Employee & Community Manager

Re: Poly CCX 500 Microsoft Teams Music on Hold

Hello @SPetersen ,


Welcome to the Poly Community.


The CCX500 running in Teams mode uses the Microsoft Android Teams app. This app is supplied by our partner Microsoft and any issues found with the app on its functionality need to be reported to our Partner Microsoft.


July 31. 2019 Question: How can I report Issues with Teams running on a Poly phone 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<.


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

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
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