Busy Signal and Can't Login to Teams

[Izzy]

Hello - I've been working on a major problem with my Polycom vvx 411 and 450 office phones. We recently moved our phone system over from Zoom to Microsoft. Everything was moved over fine, and we can use our mobile phones and desktop to call our main office number where we get our Auto Attendant greeting. But I noticed our Polycom phones are not ringing or responding to incoming/outgoing calls. When I dial our main number in the Polycom, it gives me a busy signal. I tried to log in to Teams from the phone with the code that was given, but each time I tried, nothing happened. The display remains on its login screen. 

I put in a support request ticket over four days ago, and still have NOT heard back from anyone in Polycom support. I really need help with this issue right away because my employees cannot use the Polycom to dial out and receive incoming calls, and they can't login to Teams on the polycom phones. 

The firmware version is 6.3.1.1054

It's been factory reset several times

My Polycom Case Number is 34339652 

My email is Isadore@digitalfacemedia.com

Again, I need help right away. Please have someone contact me. This is hurting my business. 

Izzy

[SteffenBaierUK]

Hello @Izzy ,

Welcome to the Poly Community.

Please contact our Partner Microsoft in this case. It is their Platform you are trying to use with our compatible phones so they can help you.

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

Best Regards

Steffen Baier

[Izzy]

I tried, and they keep referring me to you. I opened a ticket, but no one has contacted me from your support staff. Microsoft is trying to figure it out, but for right now, they have no clue on a solution. They wanted me to contact you to see if you could help me. Could you please have someone from your team contact me right away. Thanks.

[SteffenBaierUK]

Hello @Izzy 

you are trying to use our 3PIP certified phones with a service that our partner Microsoft is providing so we cannot help you.

Only our partner Microsoft whom you are trying to use for their service with our already certified phones can help you.

Please work with Microsoft support and they can reach out to Poly support if they believe there is an issue with our 3PIP certified phones which have worked for a long time with their service without any changes on our end.

Best regards

Steffen Baier

[Izzy]

Okay, I'll mention this text to them when they contact me today.

[rgsteele]

You should review the troubleshooting steps here if you haven't already: Common issues when using SIP devices with Teams - Microsoft Teams | Microsoft Learn

In particular, be sure your users have a Calling Policy assigned which has the SIP devices can be used for calls setting enabled: Configure SIP Gateway - Microsoft Teams | Microsoft Learn