Forum Discussion
Cannot sign in to a desk phone using Teams SIP Gateway
Hi all,
I'm attempting to sign in to a Polycom CCX VVX 411 desk phone I have onboarded to the Teams SIP Gateway by following the instructions here. As far as I can tell, the device has been configured correctly; it's got the Teams background image and when I press the Sign In button, it displays the https://microsoft.com/devicelogin sign in URL and pair code.
When I visit the URL, enter the pair code, and sign in with my credentials, the web page says that I have successfully signed in. However, nothing happens on the phone. I've made multiple attempts from a couple different phones over the past few days.
I've got a ticket open with Microsoft 365 Support, which is going about as well as you would expect. Is it just me, or are others having this issue as well?
Edit: I mixed up the model name.
- I finally got connected with a helpful Microsoft 365 support rep and it turns out the problem was that the "SIP devices can be used for calls" setting was not enabled on the Calling policy assigned to the user.
My fault, to be sure; that being said, it would be helpful if there were some kind of error message during the web sign in process if the setting is disabled rather than being told "You have successfully signed in". May my misfortune serve as a warning to others.
15 Replies
- I had a similar issue but did have the correct calling plan set. For me the issue was that the phone BIOS was not at the required level. Since the BIOS was a later level than shown in the update instructions for the phone I had to guess at the exact level. After a few tries it updated.
- Phones do NOT have BIOS, it is FIRMWARE
- We are still experiencing this issue in approximately 1 out of 10 phones in organization. We are using poly lens as our provisioning server. We have confirmed that it not a user account problem, as the same account works on another phone.
We made DHCP reservations for the Phones in question, and point the provisioning server directly to Microsoft, it works.Olusteve There is a known issue which affects devices that were enrolled in Poly Lens while they were signed in to the 3PIP server. When the factory reset is initiated, the phone backs up its local configuration to Lens, and these settings get written back to the device after the reset completes. This breaks the SIP gateway configuration. Could this be impacting you?
The workaround is to delete the device from Lens, then re-enroll the factory reset device. More info in my comment on this blog post: Upgrade Skype for Business Online (3PIP) phones to Microsoft Teams using SIP Gateway - Microsoft Community Hub
- I finally got connected with a helpful Microsoft 365 support rep and it turns out the problem was that the "SIP devices can be used for calls" setting was not enabled on the Calling policy assigned to the user.
My fault, to be sure; that being said, it would be helpful if there were some kind of error message during the web sign in process if the setting is disabled rather than being told "You have successfully signed in". May my misfortune serve as a warning to others.I bumped into this issue too recently. It was working months ago but unfortunately not now.
I've confirmed the SIP Calling was enabled on the call policy. So we may need to drill down further with Microsoft Support.
Andy_Chau I discovered this article the other day; perhaps you may find it useful:
Common issues when using SIP devices with Teams - Microsoft Teams | Microsoft Docs
- Hello Ryan,
Great news then...
That step is indeed in the procedure https://docs.microsoft.com/en-us/microsoftteams/sip-gateway-configure#enable-sip-gateway-for-the-users-in-your-organization
I agree that a meaningful error message would be better
Am I getting no replies because it's working fine for everyone else, or is nobody else using this feature? 🙂
- Hello Ryan, I do not see the CCX 411 in the compatible phones list https://docs.microsoft.com/en-us/microsoftteams/sip-gateway-plan
Did you successfully use a CCX against SIP Gateway in the past?- Hi Andres, thanks for replying. I mixed up the model name; I meant VVX 411, not CCX.
