Why we are missing Dial pad on Poly CCX 500 Common Area Phone device, What could be the reason as we have configured everything and nothing is missing? Is there anything to specific locations where its not allowed or what because we are missing it for Brazil location?

Hi @Vinod Survase Here is a link which may be helpful: Dial pad is missing in Teams Please run the Microsoft 365 support self-diagnostics tool and see if it would detect issues. If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment". Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Why we are missing Dial pad on Poly CCX 500 Common Area Phone, What could be the reason as we have configured everything and nothing is missing?

Accepted answer

Kael Yao-MSFT 37,676 Reputation points Microsoft Vendor

2022-10-04T05:39:33.61+00:00

Hi @Vinod Survase

Here is a link which may be helpful: Dial pad is missing in Teams
Please run the Microsoft 365 support self-diagnostics tool and see if it would detect issues.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".
Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.
Please sign in to rate this answer.

1 person found this answer helpful.
Vinod Survase 4,726 Reputation points

2022-10-04T08:56:07.39+00:00

Thanks @Kael Yao-MSFT , will check this

Sangram Tarade 1 Reputation point

2022-10-04T09:19:23.22+00:00

After running Self diagnostic tool it shows below details. as well as we already run Microsoft Remote Connectivity Analyzer (MRCA) tool it also shows successful result.

Sangram Tarade 1 Reputation point

2022-10-04T09:29:54.21+00:00

@Kael Yao-MSFT After running MRCA tool it shows below result. but still Dial pad is not visible for CAP phone.

Kael Yao-MSFT 37,676 Reputation points Microsoft Vendor

2022-10-04T09:39:30.427+00:00

Hi,
Thanks for the update!

While to troubleshoot this issue, we may need to collect logs for further analysis.
Please consider creating a service request in Microsoft 365 admin center to involve support.
Thanks for your understanding.

Sangram Tarade 1 Reputation point

2022-10-04T10:18:09.38+00:00

@Kael Yao-MSFT any idea about below logs?, This are are Teams device logs. It shows Fatal exception doesn't get what exactly mean that.

--------- beginning of crash
09-30 03:39:15.316 4345 5158 E AndroidRuntime: FATAL EXCEPTION: CL--1189086864
09-30 03:39:15.316 4345 5158 E AndroidRuntime: Process: com.microsoft.skype.teams.ipphone, PID: 4345
09-30 03:39:15.316 4345 5158 E AndroidRuntime: java.lang.NullPointerException: ConvertToNativeBytes received null argument
09-30 03:39:15.316 4345 5158 E AndroidRuntime: at java.util.Objects.requireNonNull(Objects.java:228)
09-30 03:39:15.316 4345 5158 E AndroidRuntime: at com.skype.NativeStringConvert.ConvertToNativeBytes(NativeStringConvert.java:12)
09-30 03:39:15.316 4345 5158 E AndroidRuntime: at com.skype.GIImpl.getSetup(GIImpl.java:81)
09-30 03:39:15.316 4345 5158 E AndroidRuntime: at com.microsoft.skype.teams.skyliblibrary.SkyLibManager.login(SkyLibManager.java:1544)
09-30 03:39:15.316 4345 5158 E AndroidRuntime: at com.microsoft.skype.teams.skyliblibrary.SkyLibManager.login(SkyLibManager.java:1175)
09-30 03:39:15.316 4345 5158 E AndroidRuntime: at com.microsoft.skype.teams.skyliblibrary.SkyLibManager$MyGiiListener.onLibStatusChange(SkyLibManager.java:2813)
09-30 03:39:15.316 4345 5158 E AndroidRuntime: at com.skype.GIImpl.onLibStatusChange(GIImpl.java:62)

Kael Yao-MSFT 37,676 Reputation points Microsoft Vendor

2022-10-05T00:56:21.88+00:00

Thanks for the information.

While kindly note that forum may not be the suitable place for troubleshooting this issue.
Please consider opening a service request as it would be more efficient to resolve this issue.
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Why we are missing Dial pad on Poly CCX 500 Common Area Phone, What could be the reason as we have configured everything and nothing is missing?

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