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Polycom VVX Skype for Business Online Call Queue PrimaryUri vs Name

Visitor

Polycom VVX Skype for Business Online Call Queue PrimaryUri vs Name

Is there anyway to configure any of the Polycom VVX Skype for Buisness Online (-019) phones to display the "Name" of a S4BO Call Queue instead of the "PrimaryUri" which means absoluelty nothing to users. The issue is happening across all models. The Name is properly displayed within the Skype for Business client. Screenshot attached.

 

 

12 REPLIES 12
Polycom Employee & Community Manager

Re: Polycom VVX Skype for Business Online Call Queue PrimaryUri vs Name

Hello @Onward,

 

welcome to the Polycom Community.

Both the community's Must Read First and the community's FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:

 

  • Provide the exact Software Version of your Phone
  • Provide the Phone Model
  • Provide the Call Platform (aka openSIP,Skype for Business Online, Skype for Business on Premise, Lync)
  • Additional Polycom Infrastructure (RPRM,PDMS or BToE)
  • 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

 

 

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Polycom to have an overview of the current software used. In addition providing all details at the same time allow us to check logs or look up a potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.

 

Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up post’s.

 

Stating the above I have seen similar post and advised the users to bring this to the attention of Polycom support.

 

I am unaware if anyone ever followed this up so please go ahead.


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

End Customers are unable to open a ticket directly with Polycom support.

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

If the unit is no longer within warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail 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

Polycom Global Services




<======== 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 13
Visitor

Re: Polycom VVX Skype for Business Online Call Queue PrimaryUri vs Name

5.8.2.4732
2200-48500-019
Skype for Business Online

S/N: 64167F1C3F72
BToE
Back and Log attached.

 

Polycom Employee & Community Manager

Re: Polycom VVX Skype for Business Online Call Queue PrimaryUri vs Name

Hello @Onward,

 

This serial shows up as a Demo unit at least for your old ticket 1-10963705985.

 

For 1-10639610094 or 1-10700406211 you have worked with Tier 2 so this is the route I suggest for you.

 

Once this is with Polycom support we can look at the root cause.

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




<======== 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 4 of 13
Occasional Advisor

Re: Polycom VVX Skype for Business Online Call Queue PrimaryUri vs Name

Hi @Onward, Although @SteffenBaierUK has asked you work privately with Polycom support on this, could you please post the resolution publicly? I too have observed the same behaviour where the VVX shows the PrimaryUri of the Call Queue rather than the name like Skypefor Business clients. Polycom VVX601 Running against Skype for Business Online Version 5.6.0.17325 Thanks.
Message 5 of 13
Visitor

Re: Polycom VVX Skype for Business Online Call Queue PrimaryUri vs Name

Both Microsoft and Polycom haved confirmed this is a well known issue. After working with Microsoft and Polycom I'm still unsure wheter the issue is on the Microsoft or Polycom side and wheter each party intends to do anything about it. There is no resolution at this time other than instructing users to refere to the Skype for Business Desktop Client to observe the incoming call queue there instead of the phone.

Message 6 of 13
Highlighted
Polycom Employee & Community Manager

Re: Polycom VVX Skype for Business Online Call Queue PrimaryUri vs Name

Hello @Onward,

 

have you got a Polycom SR reference for this?

 

@Westyfield2

 

I asked the original poster to get this into Polycom support and usually either the Original poster or someone from Polycom will respond in the community to let every one know of the outcome.


Best Regards

Steffen Baier

Polycom Global Services




<======== 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 7 of 13
Occasional Visitor

Re: Polycom VVX Skype for Business Online Call Queue PrimaryUri vs Name

I'm Just posting on here as i'm also having this issue with Queue/Attendant not displaying the name on the handset only the SIP URL, Just the SfB client displays the correct Queue

 

I eagerly await the resolution also

Message 8 of 13
Polycom Employee & Community Manager

Re: Polycom VVX Skype for Business Online Call Queue PrimaryUri vs Name

Hello @DavidZed ,

 

welcome to the Polycom Community.

Both the community's Must Read First and the community's FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:

 

  • Provide the exact Software Version of your Phone
  • Provide the Phone Model
  • Provide the Call Platform (aka openSIP,Skype for Business Online, Skype for Business on Premise, Lync)
  • Additional Polycom Infrastructure (RPRM,PDMS or BToE)
  • 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. Please rename into .TXT or Zip the file to attach.
Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package

  • 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 for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details
  • For questions around Support please check here

 

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Polycom to have an overview of the current software used. In addition providing all details at the same time allow us to check logs or look up a potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.


Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up post’s.

 

As the original poster never followed this up and nobody else posted a Polycom ticket reference I am unaware if this made it into our support.

 

The next step for you, if you think this is urgent, would be to get this to support.

 

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

End Customers are unable to open a ticket directly with Polycom support.

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

If the unit is no longer within warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail 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

Polycom Global Services




<======== 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 9 of 13
Occasional Visitor

Re: Polycom VVX Skype for Business Online Call Queue PrimaryUri vs Name

I have verified this works fine on a Yealink, this is a Polycom issue, so instead of making everyone post a bunch of useless info fix the issue. Most of us have been using Skype on prem for years now and the Polycom phones we are working on are well out of warranty so there will no support available. These same users have moved accounts to Skype online and now it is broken, I have verified it worked fine when the user is homed on-prem.
Message 10 of 13