Polycom UC Software 5.9.x not Showing Favorites from Skype for Business

Occasional Visitor

Polycom UC Software 5.9.x not Showing Favorites from Skype for Business

Hello together,


we're running Skype for Business 2015 on premise. Mostly using VVX 600 and 601. We're using a centralized Polycom Server for the firmware images.


Since 5.8.2-rts68 we see only Team Member contacts on the VVX phones. Favorite contacts, showing in S4B Client are not displayed on the VVX phones any more. BTOE 3.8.0 and 3.9.0 both tested. Outlook 2016 and Office 365 Client tested.


Is there any new config parameter or something that has to be changed for showing those favorite contacs again for the people?

Message 1 of 3
Polycom Employee & Community Manager

Re: Polycom UC Software 5.9.x not Showing Favorites from Skype for Business

Hello @cwortmann,


welcome to the Polycom Community.

Both the community's Must Read First and the community's FAQ reference 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.

As a reminder the basic information asked for:


  • Provide the exact Software Version of your Phone
  • Provide the Phone Model
  • Provide the Call Platform (aka openSIP,Skype for Business Online, Skype for Business on Premise, Lync)
  • Additional Polycom Infrastructure (RPRM,PDMS or BToE)
  • If applicable provide a backup of the phone in question

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup. Please rename into .TXT or Zip the file to attach.
Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package

  • If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
  • If possible provide the MAC Address or Serial of the device
  • Provide details for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Polycom to have an overview of the current software used. In addition providing all details at the same time allow us to check logs or look up a potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.


Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up post’s.

In order to suggest anything we would need to see a log. In addition does this fail when you downgrade to UC Software 5.8.1 or older?


There was a similar case => here <=

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.


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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
Message 2 of 3
Occasional Visitor

Re: Polycom UC Software 5.9.x not Showing Favorites from Skype for Business

Hello Steffen,


first of all thanks for your Feedback. Hereby the complete list for checking if someone has the same problems.


(for example)

VVX 600

3111-446000-001 Rev:A




We are using Skype for Business Server 2015 on premise. Our infrastructure is used by BTOE 3.9.0. I have tested a lot of configurations, but the solution was an update of the January Cumulative Patch 1 

Skype for Business Server 2015 Cumulative Update KB3061064

This fixed the problem after rebooting the Server. Alle phones with actual Version (VVX 600, 601) are working fine from now.

Message 3 of 3