POLYCOM CCX 500 and Teams issues when using USB connection

Question

Anyone have a solution to using a desk phone with Teams for users that want to dial from computer and use a handset?

Hardware: Polycom CCX 500

Issue: When a user dials from computer or picks up from computer it successfully goes to the desk phone's speakerphone using the USB connection. When you pick up the handset to keep the call private you just get a dial tone. You can use the join call option on the phone, but that takes at least 5-10 seconds and by then the customer has hung up unless they are asked to hold on. You can hang up and the speakerphone will pick it up again.

Only workaround is usually to go to the old version of Teams or to the new one depending on the latest update as they seem to keep breaking it. I have half the company begging to go back to Ring Central because it just works... HELP!

Answer 1

Hi @Aaron McLean

Please disconnect USB and try reconnecting.

Or please try using Bluetooth connection:

The computer must be running 64-bit Teams desktop client version 1.3.00.15364 or later.

The computer must be Bluetooth enabled.

The display or desk phone must be placed near the computer.

1.Sign in to the computer and the display or desk phone as the same user.

2.On the display or desk phone, select your picture and then select Connect a device.

3.Select Find a device.

4.When the display or desk phone locates the computer, select Connect.

5.On the computer, select Connect.

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