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How to setup a Poly CCX 400 for reception Phone

Marc LALONDE 20 Reputation points
2025-11-13T20:29:38.85+00:00

Hello,

We are trying to have a Poly CCX 400 phone set up as a reception phone, so that visitors can make Teams calls to people in the office only. No external calls, no incoming calls (even from the organization). The list of available contacts has to be limited, no organization search allowed from the phone. Picking up the receiver should immediately show the list of contacts with no other interaction needed. A little extra would be to have the company logo displayed with the list.

Here is what we have done as of yet:

  • Created a service account with the "Microsoft Teams Shared Devices" license.
  • Updated the phone to the latest Software Version (9.2.1.0643), and set it to "Microsoft Teams" base profile
  • Through the Teams app on a PC, we have connected with the service account and added people to the "Contacts" list, setting them as "Speed Dial"
  • We have rebooted the phone a few times.

So it is still not working. When picking up the receiver, it opens the screen on a search bar and a "Back" arrow. When clicking on the back arrow, then on "Contacts", or even "Speed Dial", nothing shows up. We did in fact connect the phone with the right service account.

Any help would be greatly appreciated.

Thanks.

Microsoft Teams | Microsoft Teams for business | Settings | Other
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Answer accepted by question author
  1. Ryan-N 7,870 Reputation points Microsoft External Staff Moderator
    2025-11-13T22:01:31.69+00:00

    Hi @Marc LALONDE,

    Welcome to the Microsoft Q&A forum.

    Thank you for providing detailed information about configuring the Poly CCX 400 phone as a reception phone using Microsoft Teams. Based on your requirements, the initial steps seem to be on the right track; however, some additional configurations are needed to achieve the desired outcome:

    • Customize IP Phone policies using PowerShell
    • Configure Line Keys (Speed Dial) via Teams Admin Center
    • Apply calling policies and device policies
    • Check software and firmware compatibility of the device
    • Manage service accounts and Teams Shared Devices licenses

    Due to the complexity and specific nature of each deployment environment, we recommend contacting Microsoft Technical Support directly to get assistance from a Live Agent. This will help ensure accurate, fast, and system-compatible configuration.

    After creating a support ticket through the Microsoft 365 Admin Center, a Microsoft Live Agent will proactively reach out to you and guide you step by step to set up your device.

    Steps to create a support ticket:

    1. Go to https://admin.microsoft.com
    2. Click Help and Support
    3. User's image
    4. Enter the subject: Support for configuring Poly CCX 400 phone as a reception phone
    5. Click the blue arrow and select Contact Support
    6. User's image
    7. Choose your preferred contact method
    8. User's image

    If you have any other questions or encounter difficulties during the ticket creation process, please feel free to share with us. We are more than happy to assist you.

    Thank you very much!

     

    1 person found this answer helpful.

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