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The Poly Phones Knowledge Base is live! We look forward to helping you with common issues and troubleshooting advice!
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‎09-23-2020 04:21 AM

HP Recommended

We just switched all of our Poly Trio 8800 profiles from Skype for Business to Microsoft Teams. However, they keep switching back to Skype on its own. I tested one phone out by wiping it clean and restoring it to factory defaults, yet it changed over. Is there anything I can do to fix this? All phones are on version 5.9.5.2830 currently.

1 ACCEPTED SOLUTION

Accepted Solutions

‎09-29-2020 08:44 AM

HP Recommended

I got it. I imported a configuration file from a working phone, changed the system name, and it's working again.

View solution in original post

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6 REPLIES 6

‎09-23-2020 04:47 AM

HP Recommended

Hello @darrinj95 ,

 

Welcome back to the Poly Community.

Most likely the phone is picking up a provisioning server from somewhere changing the profile from:

device.baseProfile.set="1"
device.baseProfile="MSTeams"

back to:

device.baseProfile.set="1"
device.baseProfile="LYNC"

 

I suggest you check the logs:

 

Settings > Logging > Global Settings > Global Log Level Limit > Log File Size (Kbytes) > Trio or CCX 10240

Settings > Logging > Module Log Level Limits > DHCP Client > Event 1

Settings > Logging > Module Log Level Limits > Configuration > Event 3

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

Best Regards

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
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‎09-23-2020 05:35 AM

HP Recommended

It's the provisioning server. We still haven't switched completely over to Teams just yet, it appears to still be pointing to Skype. Come Friday that should do it. I wasn't sure if maybe there was something I was doing wrong, but looks like I was okay. Thanks for your help!

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‎09-29-2020 05:55 AM

HP Recommended

While I thought the provisioning server was causing this, I was wrong. After switching over on Friday to Teams, 5 phones switched back over to Skype. I couldn't figure out where those settings were that you gave me when on the web interface of the phone.

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‎09-29-2020 07:14 AM

HP Recommended

Hello @darrinj95 

 

Via Simple Setup > Base Profile but you would need to figure out why the setting is overwritten.

 

Best regards

 

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
Was this reply helpful? Yes No

‎09-29-2020 07:16 AM

HP Recommended

I see it. I compared the configuration with another phone, the config file is completely different and it also shows the base profile set as Skype. I should just be able to export the config file from a working phone to one of the non-working phones, correct?

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‎09-29-2020 08:44 AM

HP Recommended

I got it. I imported a configuration file from a working phone, changed the system name, and it's working again.

Was this reply helpful? Yes No
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