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Ryan Steele's avatar
Ryan Steele
Bronze Contributor
Mar 24, 2022
Solved

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

  • Jim Hill's avatar
    Jim Hill
    Copper Contributor
    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.
  • Olusteve's avatar
    Olusteve
    Copper Contributor
    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.
  • Ryan Steele's avatar
    Ryan Steele
    Bronze Contributor
    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.
  • Ryan Steele's avatar
    Ryan Steele
    Bronze Contributor

    Am I getting no replies because it's working fine for everyone else, or is nobody else using this feature? 🙂

    • Ryan Steele's avatar
      Ryan Steele
      Bronze Contributor
      Hi Andres, thanks for replying. I mixed up the model name; I meant VVX 411, not CCX.

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