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- Re: No audio on calls - RealPresence Trio 8500
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09-02-2020 10:10 AM
I have recently applied updates to a RealPresence Tro 8500 conference phone. I have also successfully connected the Poly app in Azure Active directory to log into the phones.I have also confirmed proper Office365 licensing.
When I dial out or dial in, there are no voices on either end. The phone appears to be stuck in 'Calling' and then hangs up. I have checked the firewall and I am not seeing anything blocked or 'denied.'
Solved! Go to Solution.
Accepted Solutions
09-02-2020 10:40 AM
Hello,
You can double check you config using this blog as a guide:
http://blog.schertz.name/2019/08/poly-trio-with-microsoft-teams/
I've got new 8500 here I just pulled out of the box. I'm going to set mine up following the blog and I'll let you know if run into any similar issues.
09-02-2020 10:16 AM
Hello @AdamJF ,
Welcome back to the Poly community.
Some or a couple of your old post(s) or reply(s) to them => here <= are still open/pending as you have not marked these as "Accept as a solution" or at least provide some form of feedback or answer.
If they are in this state nobody finding them via a community search will know if an answer or advice provided was useful and has maybe helped you.
Could you therefore kindly go over them and mark or answer as appropriate?
If they are marked as "Accept as a solution" other users can find these easier and it helps them to utilise the community more efficiently. Please do not simply mark them without any type of feedback.
For your new issue, we assume you are using Microsoft Teams mode so I suggest you contact our Partner Microsoft for this.
If you are unable to do this or still expect Poly to support you please work with SCANSOURCE INC as they sold the Trio back in 26/02/2018 and are your Tier 1 support.
They can open a PPI/Pay Per Incident ticket for you with us and we can have a look to see if we can help you.
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
09-02-2020 10:24 AM
Your assumption is incorrect. We are currently using both Skype for Business and Teams. We will be transitioning to working with Teams full time, but not at the moment.
I have contacted our Microsoft support partner and because all other Skype and Teams calls are currently working through computers and workstations, they are saying it's an issue with the phones themselves.
Is there something in the setup that I am missing?
09-02-2020 10:40 AM
Hello,
You can double check you config using this blog as a guide:
http://blog.schertz.name/2019/08/poly-trio-with-microsoft-teams/
I've got new 8500 here I just pulled out of the box. I'm going to set mine up following the blog and I'll let you know if run into any similar issues.
09-02-2020 10:55 AM
Hello @AdamJF
as you have not provided this detail I made an educated guess. Did this work before upgrading to 5.9.5 ? Can you share your config?
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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