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VVX500 & 600 Non Lync Contacts favorites display phone number only not Name of contact

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Visitor

VVX500 & 600 Non Lync Contacts favorites display phone number only not Name of contact

We have deployed Lync 2013 with VVX600 phones. In Lync if we add a Lync Contact to the Favorite group it will display that contact with Pressence as an Autodial on the VVX600 phone, but If we add a Non Lync Contact to my favorites the phone number is displayed only and not the contact Name. How can we force the VVX 600 phone to display the Name of the Contact instead of just the phone number?

 

Our VVX600 and VVX500 phones are on Firmware version 5.1.1.2986.

 

Thank you

Message 1 of 9
8 REPLIES 8
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Advisor

Re: VVX500 & 600 Non Lync Contacts favorites display phone number only not Name of contact

I've found that it's better to add the contact to a person's Outlook "My Contacts" list first, then sign out/sign into Lync.  Search for your newly created contact by name in Lync, and add them as a favorite.

Message 2 of 9
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Occasional Advisor

Re: VVX500 & 600 Non Lync Contacts favorites display phone number only not Name of contact

We have the same problem accross numerous Lync deployments.

 

VVX firmware 5.2.0.8330 running Lync 2013 and Exchange 2010. I have done a bit more testing though.

 

It seems if the GAL contact only has a name and phone number, it will also displays the contact as a phone number, no name in the VVX contact card, just phone number.

 

If the GAL contact has a name, phone number and email address, it will display the contact as their firstname, details inside the VVX contact card show firstname@sipdomain and no phone number

 

Its like the name field take precence over the phone number. i.e. The VVX can only display one attribute. I actually have this issue with Outlook contacts but this could be an additonal problem that only I am getting.

 

I am not sure if this is an expected result when adding Outlook Confacts and Exchange GAL contact to favorites. Is this just happening for me or anyone else? I am using Company_Phone_Number_Normalization_Rules but do not think this would be related. Perhaps this is solved with Exchange 2013 and Unifired Contact Store.

 

Message 3 of 9
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Occasional Advisor

Re: VVX500 & 600 Non Lync Contacts favorites display phone number only not Name of contact

 Hi,

 

We have the same problem, in Lync 2013 client external contacts were showing with just number. After modifying in outlook by adding an email, and then re-add in Lync favorite the external contacts started displaying with names. However VVX 600 still shows only number . 

Has anyone found solution for the same? 

Message 4 of 9
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Polycom Employee & Community Manager

Re: VVX500 & 600 Non Lync Contacts favorites display phone number only not Name of contact

Hello Kush,

welcome back to the Polycom Community.

It is always useful to include the currently used UC Software version as issues experienced may already be addressed in a newer release.

This also allows yourself and others to check against current software release notes.

The above is also stated in the "Read First: Welcome to the Polycom VoIP Forum"

Therefore the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP UC Software Version or the BootROM Version of my Phone?
Resolution: Please check 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

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The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

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 5 of 9
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Occasional Advisor

Re: VVX500 & 600 Non Lync Contacts favorites display phone number only not Name of contact

Hi Steffen,

 

The UC software version for the vvx 600 phone is 5.3.0.12074.

 

And we are using Lync 2013 client with 2010 server, was suspecting if it could be compatibility issue thus installed 2010 client and checked we still see the same issue.

Also tried installling Skype for business client that also didnot help.

Message 6 of 9
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Polycom Employee & Community Manager

Re: VVX500 & 600 Non Lync Contacts favorites display phone number only not Name of contact

Hello Kush,

UC Software 5.3.0 is no longer a supported version as we have released UC Software 5.3.1

 

Please test with 5.3.1 and then raise a case with Polycom Support via your reseller if you are still seeing the issue.

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

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

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 7 of 9
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Occasional Advisor

Re: VVX500 & 600 Non Lync Contacts favorites display phone number only not Name of contact

Hi,

 

We had the similar issue with Lync 2013 and VVX410 deployment.

Initially it is working but after a full Lync system restart, many people lost their favourites in the phones, for now if anyone factory reset the phones, the guy will lost all the favourites displayed in the VVX410.

However the Lync client(actually Skype for business 2015) display favourites fine, it seems just the connection between the phone and SFB client having issues.

 

We are in 5.4.0.5841

Message 8 of 9
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Polycom Employee & Community Manager

Re: VVX500 & 600 Non Lync Contacts favorites display phone number only not Name of contact

Hello kunerk,

welcome to the Polycom Community.

I had missed this initial reply and just seen you replied => here <= as well.

 

Just like in the above and this new reply my advise to the original posters was to contact their Polycom reseller so they can open a support ticket with our teams around the world for them.

 

If we, Polycom support, do not get a chance to replicate this or at least get sufficient logs we cannot fix any issues in the field.

 

Please work with your reseller or alternatively, if they are just a discounter, provide me with a MAC address of a phone in question and I can look up the reseller that should provide you with support.

 

Failing to do so will prevent us from fixing any issues.

 

Best Regards

Steffen Baier

Polycom Global Services

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

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 9 of 9