Polycom not display some names

[guson99]

Hellos support....

I have a polycom vvx 500  firmware version 5.6.0.14237 integrated with Lync 2013, I have a problem, is that when I call another lync and it does not solve the name, this happens to me with some users not with all.
Ex.
Origin = Roman Juan 11
Destination = Internal 13 of Juan Perez, 20 of Juan Simon and 23 of Oscar Ruggeri

I call extension 13 and I get the name Juan Perez
I call the extension 20 or 23 and the display shows the 20 or 23, when they attend I shows the name of AD jsimon or oruggeri

All users are created in the same way in AD and Lync.
I have some way of identifying what the problem may be?

thank you very much.

[SteffenBaierUK]

Hello guson99,

welcome to the Polycom Community.

UC Software 5.6.0 is not a publicly supported software version and if you are a beta participant please work with the Beta Team.

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

[guson99]

Hi, sorry my UC is...

Versión de software UC 5.4.0.10182 Versión de actualizador

5.6.0.14237

And I have VVX 400 and I have the same problem

Versión de software UC 5.4.0.10182 Versión de actualizador 5.6.0.14237

What firmware can I need to lync 2013?

PS: sorry but I am new user with polycom

[SteffenBaierUK]

Hello guson99,

UC Software 5.4.0 is no longer a supported version. Please upgrade to at least UC Software 5.5.2 and re-test.

The next step after this is to raise a support ticket.

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom device from.

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

[guson99]

Hello, Now I have a new firmware UC version but continues with the problem....when I call to some users the polycom not displays names, only numbers.

In my test only 2 users resolved the name, others users only numbers

UC Software Version 5.5.2.8571

Regards.

[SteffenBaierUK]

Hello guson99

I already replied what your next step then has to be.

Best Regards

Steffen Baier

[guson99]

yes thank you very much for your response....
really that with polycom I found more problems that solutions....incredible, I hoped another experience with these devices.
I open a ticket in the support area for this problem, thanks again.
Regards.

[SteffenBaierUK]

Hello guson99

around 70% of all Audio Devices utilized with Microsoft Skype for Business or LYNC are Polycom devices. To my knowledge your reported issues has so far not come up. At least in my region EMEA.

The only way we can solve this is via an support ticket. As we may need access to your server we can only handle this as explained via a ticket. Please post your service ticket reference so I can look this up.

Best Regards

Steffen Baier

Polycom Global Services