Polycom vvx-500 unable to answer call-queue calls in Teams only mode

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Occasional Contributor

Not sure if anyone has tried this before, but I'm having trouble answering calls coming from an auto attendant/call queue.

Setup:

User set to Teams Only. Teams desktop client installed. Polycom VVX-500 handset. Auto attendant/call queues configured in SfBOL. User is configured in a SfBOL call queue.

Behavior:

User can dial out with either desktop client or phone.

Inbound, when calling a user's number directly, both the desktop client and phone ring. The call can be answered by either the Teams desktop client or the Polycom VVX-500 handset.

When call comes in from an auto attendant, both the desktop client and phone ring. The user can answer via the Teams desktop client. However, the user cannot answer the call on the VVX-500 handset. Lifting the receiver or pressing the speakerphone button does nothing. The display on the phone still shows it's ringing. Pressing answer on the display also does nothing. Pressing reject or ignore works.

Has anyone tried this before? Is there some setting I'm missing on the handset so it can answer SfBOL call queue calls when the user is set to Teams only?

54 Replies
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I have the same problem with the Polycom vvx-410. I have a ticket open with MS at the moment to get it resolved. I moved the user back to "Islands" mode and they are using SfB until it's fixed.

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I am seeing this as well. Has anyone fixed it, yet?

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Were you able to get an answer from Microsoft?
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I can confirm that we are experiencing the same issue with our VVX 600's with the 5.8.0 firmware.  Has anyone found a resolution to the issue outside of reverting to "Islands"?

 

Thanks!

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Here's some more, even stranger behavior.

 

We've been piloting Teams Direct Routing.  If the Teams User in the call-queue has also been migrated to Direct Routing, the call will ring both the handset and the Teams client.  The call can be answered by the Teams client.  As before, picking up the handset will not answer the call.  However, if the user waits 5-10 seconds after picking up the handset, they will hear ringing like they placed an outbound call.  In fact, they unknowlying did!  Teams will call the originator.  If the originator answers the new inbound call, they will be connected to Teams user in the call queue who was unable to answer the call in the first place.

 

I used to work for Microsoft, and I've see a lot of crazy stuff, but this one might be my new #1.

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I've opened a ticket with Microsoft. I'll post any results here.
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This was my closing email from the MS support team:

 

  1. The customer is using Teams and has call queues configured in the tenant.
  2. When a user is enabled for teams and is a agent of the call queue is not able to accept the phone calls even though the phone rings.
  3. We reproduced the issue with our own Polycom VVX phones and collected the necessary logs and traces.
  4. We identified it as a bug and tried a workaround of using the username and password to sign in to the polycom phones but the issue persisted when the call could not be answered.
  5. We involved the product engineering team to find a fix for the issue
  6. We informed you that new phone hardware is being released next month with native Teams client installed which has the fix and allows the call queue agent to accept the calls. We request the customer buys new phone devices as he has not invested in phones yet.
  7. For existing Skype for Business phones the product engineering team is evaluating to find a fix for the bug.

I did raise that this was the most disappointing bit: "We request the customer buys new phone devices as he has not invested in phones yet.". I said that there would be a lot of people annoyed with this, but point 7 is that the engineering team is working on it.

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We have several clients with VVX phones. A couple of them have hundreds of the phones. All of these are only a year or so old. If Polycom doesn't come up with a fix, they will be forced to stay on SfBO, as re-purchasing phones is not a practical option.

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Fortunately, Microsoft seems to be taking my case seriously. At first, they tried to tell me I would need to upgrade my phones, too, but when I pushed back hard and sent them multiple links from Microsoft, Polycom, other and phone vendors stating 3PIP devices would be fully supported for all SfB functionality in Teams, they escalated the case. Since then, we've had several working sessions to repro the behavior and gather logs. MS is taking all the right steps to repro this in their labs and resolve it. I'll post any additional findings as they become available.
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Great they are taking is seriously. We had some live sessions as well, gathered logs from the phone and from the client app. Hopefully will be resolved soon. MS said they can recreate the issue internally too, so they should have all the data they need. 

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Thanks for posting and keeping us updated. The information and insight into how they are handling/escalating the issue is really helpful.

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Microsoft got back me on the issue with Teams and Polycom phones.  The answer is mixed at best.  The good news is Microsoft acknowledges this is indeed a bug.  The bug has been escalated, and added to the backlog.

 

The bad news is there is no ETA for resolution, and the official guidance from Microsoft is to keep users who are part of a call-queue in Islands mode.  Do not migrate users who are in, or who may need to receive a forwarded call from, a call-queue user to Teams only coexistence mode.

 

Microsoft Support is aware of this thread.  They stated they will post here when the issue is resolved.

 

Until then, enjoy your Islands...

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Here is the final email from Microsoft.  Identifying info edited out.

 

Hello Michael,

 

It was my pleasure to assist you with your issue. I am providing you with a summary of the key points of the SR for your records.

 

Based on your confirmation we are proceeding with case closure today. If this is premature or if you need additional assistance with this SR# XXXXX-XXXXXXXX, please let me know as soon as possible.

 

Issue Description:

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Polycom VVX500 unable to answer calls in from Call queue when coexistence mode of the user TeamsOnly.

 

Issue Summary:

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Based on our last telephonic conversation, we have already involved our back end team to work on this issue. As per recent update its currently known bug and back end team is still working to release fix. However since we are front line support, we afraid to share exact ETA to resolve the issue.

 

Currently we are tracking ongoing back end troubleshooting and we will update you once this issue gets resolved. Since we do not have exact ETA, case with be idle without active troubleshooting and hence as per your permission we are proceeding with the case closure by today.

 

 

Thank for choosing Microsoft. Have a great day ahead.

 

 

Best Regards,

Abhishek XXXXX

Microsoft O365 Support Team

My Working Hours: Monday – Friday 9:00 AM (EST) - 6:30 PM (EST)

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We are experiencing this issues as well with Polycom VVX 501s. Microsoft Support pointed us to this thread, and said the issue is still being worked on. So it appears no resolution yet.
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@camrex wrote:
We are experiencing this issues as well with Polycom VVX 501s. Microsoft Support pointed us to this thread, and said the issue is still being worked on. So it appears no resolution yet.


Thanks, camrex.  I think there are more of us waiting on this than Microsoft thinks.

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Yes, I have three clients using SfBO voice (with a significant investment in 3PIP phones) and another client who is interested, but has not bought any phones. I have yet another two clients who currently are on-prem and have 3PIP phones.

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Same issues here with Polycom phones.
Would love to be update on this issue
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I can confirm that the same problem is happening with our Yealink phones.  I'm guessing that isn't too suprising since this appears to be strictly a Microsoft Teams backend issue instead of a hardware issue.

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Since they're aware of this thread, just chiming in that I'm in a similar situation and experience this bug with VVX 501 phones. Though, I'd assume their telemetry knows who are using Call Queues with Polycom phones.

 

Anyway, I unfortunately can't really move anyone to Teams until this is fixed. Hope we get an update regarding a final resolution soon.