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Odd call errors In-X Out-O Skype-O Skype extension-X

Occasional Visitor

Odd call errors In-X Out-O Skype-O Skype extension-X

      I am not very familiar with Polycom phones. I just started a new job and they are using a Polycom Trio 8800 in their conferance rooms. They are behaving oddly, and I am having trouble finding a similar situation to reference while looking for solutions. Here are the particulars of the odd behavior.

 

     When the Polycom is logged in with the conference room account on Skype for Business we see the following issues:

External Phones that attemp to call in recieve an busy or error tone, however the Polycome can call external numbers without issue.

 

-and-

 

The Polycom cannot call Skype numbers, or extensions but can make Skype Calls, however users can call into the conference room using any of these methods.

 

      Now this is where the issues start to get really odd. When we log out the conference room account and log in with another Skype for Business account (which have the same configuration settings) we also get errors. Sometimes they are the same errors as when using the conference room account. However sometimes we also get completely different errors. Like able to call in but not out. Sometimes the issues with making skype calls to numbers, extensions or skype accounts are different, or experienced from the other direction. 

 

      As I mentioned before I am not very familiar with these devices so I am not sure what kind of diagnostics exist that I could use. I do know my version number is 5.4.5.9188. Please let me know if you have ever experienced anything similar or have any tips I could use to perhapps dig a little deeper on this. Thank you in advance.

 

 

 

 

 

 

TL:DR - Polycom Trio 8800 v 5.4.5.9188 - odd calling errors that change when differnt accounts are logged in. New to Polycom phones and could use help.

 

 

Message 1 of 2
1 REPLY
Polycom Employee & Community Manager

Re: Odd call errors In-X Out-O Skype-O Skype extension-X

Hello SalArringo,

welcome to the Polycom Community.

The community's Skype for Business FAQ contains this post here:

Jan 17, 2017 Question:How can I troubleshoot simple Skype for Business, LYNC or Office365 issues?

Resolution: Have a look => here <=

 

Please post some logs with an explanation of the scenario they had been taken.

 

If this all fails please open a support ticket.

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you. End Customers are usually unable to open a ticket directly with Polycom support.

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom device from.

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

Best Regards

Steffen Baier

Polycom Global Services

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.
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