No Dial Pad on Trio C60 when using Microsoft Meeting Rooms Standard License

[Anonymous]

Hi, in recent months we moved out Trio C60's from CAP licence to Meeting Room Standard Licence.

In short a more feature supported licence the CAP. Initially when applied the C60 shows a Dial Pad but a few hours later this disappears. The C60 does present a dial pad for a CAP and E5 without issue. I have switched between these all to test. I've factory reset and updated to the latest supported firmware of 7.0.3.0517  and Teams client of 1449/1.0.94.2021052803 but still no luck.

I have a case open with Microsoft on this but they have requested I raise one with Poly also as they believe it to be an issue with the Poly firmware. It's not of course unless there is something in the firmware that doesn't like Meeting Room licences. How can I raise a formal ticket with Poly to look into this issue further and get you to work with MS?

Regards,

Nick

[SteffenBaierUK]

Hello @simmo ,

Welcome back to the Poly Community. Your post ended in the Spam filter so it was released.

Is this C60 still in warranty? If yes, then please go ahead and open a case with our support team. Once this has been done, and an engineer is getting back to you please copy our Partner Microsoft into the Email dialogue.

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

Best Regards

Steffen Baier

[Anonymous]

We have the same issue with the CCX 500 phones assigned a meeting room license.

What we found is that it works fine with firmware 7.0.3.0228 and teams version 1.0.94.202133002 but doesn't work with firmware 7.0.3.0347 and teams version 1.0.94.2021051303 or 1.0.94.2021052803. 

In the photo attached there are two phones signed in to the same account. One on the left is firmware 7.0.3.0347 and one on the right is firmware 7.0.3.0228.

I tried logging a ticket with MS but gave up as they couldn't understand the issue and kept saying we need to install the meeting room app on the phone which isn't possible.

Nathan

[Anonymous]

Hi Nathan,

Thanks so much for feeding this information back to me. I have a case open with engineering at Microsoft. I will pass this info on to them to help them out and will try going with the version of firmware you suggest.

Nick

[SteffenBaierUK]

Hello @simmo 

do you have a Microsoft reference to share?

Best regards

Steffen Baier

[Anonymous]

Hi Steffan,

I have my case reference of: [EXTERNAL][Case #:28033568] - No dial pad on Poly C60 phone.

The last response from MS was was the following:

I am updating to let you know that case has been transferred to CMD(Calls, Meetings and Device) Team to investigate further.

Will share an update if we have any from the backend team.

[Anonymous · Accepted solution]

Hi,

Further to last was in a call last night with MS TAM and was told that the latest firmware update to come out for all vendors on the 3rd November 2021 fixed this missing dial pad issue. I have verifed this on the Poly C60 and can confirm the dial pad is back. Long live the dial pad :))