Poly CCX 500/600 Freezing with Teams Call

Occasional Visitor

Poly CCX 500/600 Freezing with Teams Call

We recently deployed Microsoft Teams through a phone plan with Lumen. The Microsoft Team's soft phones work flawlessly through personal computers and mobile devices, never having any type of interruption or glitch.


However, we are having a time with the Poly CCX 500/600 phones. Primarily, we have seen countless users experience their phone locking up when receiving a call, it does not seem to matter whether it is an internal or external call. The screen stays locked up with the option to Decline or Accept the call, pressing a button is futile. The only recovery option is pulling the ethernet to power the phone off / on.


We have seen this at our corporate site, and field sites which have different internet and edge security appliances. I've searched the forums and have not seen anything related to this issue.


Any help is appreciated.

Polycom Employee & Community Manager

Re: Poly CCX 500/600 Freezing with Teams Call

Hello @knecoli22 ,


Welcome to the Poly Community.

Both the communities Must Read First or Read 1st and if available the FAQ references the basic minimum information a new or follow-up post should contain.

This ensures the questions having to be asked are limited and any new or follow-up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

Unfortunately, your post fell a bit short of the above-explained requirements and we kindly ask you, therefore, to ensure to read these sections and ensure a reply (not Edit!) provides as much detail as possible

Please ensure you familiarise yourself with the FAQs listed in my signature for your convenience.


Has Microsoft support, who provides the Application running on hour phones been consulted as of yet?


The best and quickest way forward is to contact our Support organization as the community is run by volunteers only.

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.


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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.
Please also ensure you always check the VoIP , Video Endpoint , Microsoft Voice , PSTN or other FAQ's in the different sections
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