BToE not working - CCX 500/600 with Skype for Business Server 2015/2019

Steve Mantler
Occasional Visitor

BToE not working - CCX 500/600 with Skype for Business Server 2015/2019

I cannot for the life of me get BToE to work on my CCX 500 or CCX 600 phones with either Skype for Business Server 2015 or 2019. When I connect the Ethernet cable and launch the Poly BToE client on a workstation, both the phone and the client show that the phone is trying to pair, but it does not progress past that. It does not pop a toast with the Skype for Business client on the workstation.


Note that I can get BToE to work perfectly fine on the same workstation with a Yealink SIP-T55A. We Wiresharked the port and it seems communication just stops between the two devices, and the logs seem to indicate the same. I have tried on 4 separate workstations, changed Ethernet cables, disabled antivirus (Comodo) and nothing changes the behaviour. I think the issue is that the BToE Connector is not communicating with the Skype for Business Client to facilitate the cred pop for some reason.


Any help would be appreciated!


Polycom BToE Connector Version
UC Software Version

Skype for Business for Microsoft 365 MSO (16.0.13801.21002) 64 bit

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Polycom Employee & Community Manager

Re: BToE not working - CCX 500/600 with Skype for Business Server 2015/2019

Hello @Steve Mantler ,

Welcome to the Poly Community.


As you have not shared any logs or Wireshark traces we can only assume that the phone is powered using a power adaptor and you connected the RJ45 plugs the wrong way around aka the PC port is your uplink and the Phone port connected to your PC.


If this is not the case then something else in your setup is blocking the traffic as I just tested this with the same software version of BToE, UC 7.0.3 and a Windows 10 PC.


Please utilize the FAQ to further troubleshoot this or open a ticket with Poly support.


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier


If official support is required please check how to phone or open a case here

The title Poly 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. All posts and words are my own & do not represent the views of Employer.


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
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