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VVX410 and Microsoft Teams

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Occasional Visitor

VVX410 and Microsoft Teams

Hello,

 

As Office 365 users, we have been migrated by MS from Skype Entreprise to Teams.

We've got VVX 410 running 5.7.0.14430 , and it is connected to a Teams Account.

 

Our main problem is when a call comes, it is put on a queue, whose calls are allocated to a group (3 people) and the phones rings simultaneously.

Our assistant is supposed to take the call with the VVX410, but any of us can (with our Teams softphone and heaset) as there is this queue.

When taking a call from the queue, it seems it will be taken, disappears from the queue, and then comes back to the queue. The phone is incapable to take it properly.

 

More over:

  • Incoming team Internal calls have a very bad quality, but it almost works
  • Incoming external calls can be answered, but nobody hears what we are saying

Is there a stable and working software version for this phone who allows to work with Teams properly?

 

I tried 5.9.0.9373 also, but it is unstable, and my phone goes back to the previous UC Software version.

 

Many Thanks

Message 1 of 7
6 REPLIES 6
Occasional Visitor

Re: VVX410 and Microsoft Teams

And here is the last log of the phone

 

Message 2 of 7
Occasional Visitor

Re: VVX410 and Microsoft Teams

And I don't know why, the phone keep going back to the 5.6.0.17325 UC software version without notice.

Message 3 of 7
Polycom Employee & Community Manager

Re: VVX410 and Microsoft Teams

Hello @vandepj0 ,

 

welcome to the Poly Community.

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

 

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 <=


In order to raise a support ticket for someon to look at your log you need to work with your Poly reseller as they need to do this for you.

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

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.

If the unit is no longer within the 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




<======== 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 7
Occasional Visitor

Re: VVX410 and Microsoft Teams

Thanks Steffen,

 

As this was not my main concern, I had not looked precisely how to avoid being downgraded automatically.

 

Tomorrow I will try new firmwares, but this migration to Teams is a real headache...

Message 5 of 7
Advisor

Re: VVX410 and Microsoft Teams

Hi vandepj0,

 

This sounds like an issue that Microsoft had identified with their service. It has since been resolved, but the fix may not have rolled out to your tenant yet.

 

Do you manage your call queues in the Teams Admin portal (at https://admin.teams.microsoft.com), or through the Skype for Business admin center? If your call queues are still managed through the SfB admin center, your tenant has not yet been migrated to the new platform. If this is the case, you will simply need to wait.

 

As far as 5.9.0.9373 being "unstable", that is the firmware I'm running on my VVX 411 and I haven't had any issues (although admittedly, I don't use it for much other than testing). If you can give us more details about the problem you're seeing, we might be able to give you some better advice.

Message 6 of 7
Occasional Visitor

Re: VVX410 and Microsoft Teams

Many thanks rgsteele,

 

I have been rolled out on Teams Queue this week, and it appears to be working! The problem was on Microsoft side, their Teams Queue not working properly with 3PIP Polycom phone.

 

For the stability of the 5.9.0.9373, it's all my fault, I had not been able to desactivate the auto updating of firmware by Skype. Also Solved thanks to Stephen. 

 

Ouf, merci à tous!!!

Message 7 of 7