Connecting CX3000 to Skype for Business Online

Connecting CX3000 to Skype for Business Online

I have recently purchased a CX300 to use with SfB online.  I am unable to complete the initial setup.  I have been doing the following:

 

Power up the device using PoE.

 

Choose Yes when asked if you have a computer available to simplify setup

 

Connect the phone to the usb port on laptop

 

Enter uername and password when prompted (in the format username@domain as we have configured with O365)

 

The device display then shows the following:

 

Contacting time server ....

Connecting to Lync Server...

Connecting to the domain server...

Installing certificate...

Downloading certificate...

 

then back to Connecting to Lync Server...

 

The firmware is version 4.0.7577.4487 which supports Skype for Business online

The device has a valid ip address.

There is a firewall rule allowing outbound traffic from the device ip address on all ports.

I have run a factory reset.

 

Any ideas as to how to conenct this device to SfB online?

 

 

 

 

 

 

Message 1 of 9
8 REPLIES 8
SteffenBaierUK
Polycom Employee & Community Manager

Re: Connecting CX3000 to Skype for Business Online

Hello JonathanShilleto,

Polycom and other manufacturers produce these optimized for Microsoft® Lync® or Skype® for Business devices after a reference design and the embedded OS running on the phones is provided, supported and maintained by our partner Microsoft®.

You therefore may want to reach out to the Microsoft® community and / or Microsoft® support directly instead as this is the most direct and efficient path.

Please try here

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
Message 2 of 9

Re: Connecting CX3000 to Skype for Business Online

You sell a phone advertised as supporting Skype for Business but do not support it when it does not work?

Message 3 of 9
SteffenBaierUK
Polycom Employee & Community Manager

Re: Connecting CX3000 to Skype for Business Online

Hello JonathanShilleto,

The Phone is just a branded LYNC / Skype for Business Client and all software on the Device is from our Partner Microsoft.

 

You can post here and await an answer but the quickest way to get either free support in the Microsoft community or open a Microsoft support ticket.


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

Best Regards

Steffen Baier

Polycom Global Services

----------------

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
Message 4 of 9

Re: Connecting CX3000 to Skype for Business Online

Microsoft suggest contacting Polycom for support.

Message 5 of 9
SteffenBaierUK
Polycom Employee & Community Manager

Re: Connecting CX3000 to Skype for Business Online

Hello JonathanShilleto,

there are no logs you could access as they are all uploaded to O365.

 

Most issue occur if you do not have the correct DNS setup.

 

I would suggest you span a port and take a wireshark trace and try and find out what is happening from a network perspective. 

 

Polycom is unable to open a Microsoft support ticket for you.

Best Regards

Steffen Baier

Polycom Global Services

----------------

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
Message 6 of 9

Re: Connecting CX3000 to Skype for Business Online

I have logged a ticket with Microsoft and they say contact Polycom support.

 

We are returning the device as we cannot deploy unsupported devices to our organisation.

Message 7 of 9
JetzeMellema
Occasional Advisor

Re: Connecting CX3000 to Skype for Business Online

Make sure you open a ticket for Lync Phone Edition. I recently opened a ticket with Microsoft and they worked with me to investigate the issue.

 

A quick note on gathering logs, enable 'Remote log access' and the device and then access the log file with anonymous ftp.

Message 8 of 9
SteffenBaierUK
Polycom Employee & Community Manager

Re: Connecting CX3000 to Skype for Business Online

Hello all,

doing a bit of housekeeping and the answer to this users issue was that they needed to add Enterprise Voice.

 

This was discussed => here <=

Best Regards

Steffen Baier

Polycom Global Services

----------------

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
Message 9 of 9