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Polycom Trio 8800 - Conference problem

SOLVED
Gian911
Occasional Advisor

Polycom Trio 8800 - Conference problem

Hi, we're having some issues with Lync meetings on our Real Presence Trio 8800: if we try to make a call with a single contact it's all ok... the problem is when we try to create any conference/meeting, line drops down after 1 minute (see attachments). The same thing happens if from a computer someone adds the Polycom to a meeting.This problem is not related to the license and on our computers with Skype for Business client there are no problems at all (we can create conferences between 3 or more clients). Firmware version is already the latest available: 5.4.3.2389

 

Which could be the reason of this problem? Any possible solution?

 

Thanks for your support

1 ACCEPTED SOLUTION

Accepted Solutions
SteffenBaierUK
Polycom Employee & Community Manager

Re: Polycom Trio 8800 - Conference problem

Hello Gian911,

ITANCIA sold this Trio back in April.

 

Please be aware that you need a license for LYNC / Skype for Business as this was not sold as a LYNC / Skype for Business SKU as explained => here <=

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

----------------
The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

View solution in original post

Message 4 of 7
6 REPLIES 6
SteffenBaierUK
Polycom Employee & Community Manager

Re: Polycom Trio 8800 - Conference problem

Hello Gian911,

welcome back to the Polycom Community.

This needs to be investigated and you need to open a ticket.


In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you. In case this is some sort of an Internet discounter please post your phone's MAC address so I can look up who would be able to support 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

Polycom Global Services

----------------
The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 2 of 7
Gian911
Occasional Advisor

Re: Polycom Trio 8800 - Conference problem

00:04:F2:FD:C1:E4

Message 3 of 7
SteffenBaierUK
Polycom Employee & Community Manager

Re: Polycom Trio 8800 - Conference problem

Hello Gian911,

ITANCIA sold this Trio back in April.

 

Please be aware that you need a license for LYNC / Skype for Business as this was not sold as a LYNC / Skype for Business SKU as explained => here <=

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

----------------
The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

View solution in original post

Message 4 of 7
Gian911
Occasional Advisor

Re: Polycom Trio 8800 - Conference problem

Ok, thanks

Message 5 of 7
sam_raby
Occasional Visitor

Re: Polycom Trio 8800 - Conference problem

We have a few of these units and are having a similar issue

 

our skype users are all setup the same.

 

This only affects certain users , and there is no corrolation as between users that do work and dont work 

 

User 1 generates meeting link , sends to polycomm , clicks join - connects to confeence

 

user 2 generates meeting link sends to polycom , clicks join - connecting to conference - times out after 60 seconds

 

I've checked the log on the unit and the the lines where the meeting join button is clicked are exactly the same : 

 

Works : 

0606133457|app1 |5|00|[cccpScheduledMeetingJoin] Input Link(sip:USER.NAME@scouts.org.uk;gruu;opaque=app:conf:focus:id:7KMVCYGR?conversation-id=Bz0Z24Rxea;subject=USER NAME ) Output Url(sip:USER.NAME@scouts.org.uk;gruu;opaque=app:conf:focus:id:7KMVCYGR?conversation-id=Bz0Z24Rxea;subject=USER.NAME ) isCallLogRejoin(0)

0606133458|ice |5|00|soIceChannelDataSendToStack: sendto() call failed. channel 80 len 28 result -1 err=0

 

 

Doesnt Work : 

0607112047|app1 |5|00|[cccpScheduledMeetingJoin] Input Link(sip:USER.NAME@scouts.org.uk;gruu;opaque=app:conf:focus:id:JJQM61BB?conversation-id=q15zRD2AZ8L;subject=USER.NAME ) Output Url(sip:USER.NAME@scouts.org.uk;gruu;opaque=app:conf:focus:id:JJQM61BB?conversation-id=q15zRD2AZ8L;subject=User Name ) isCallLogRejoin(0)
0607112055|ice |5|00|soIceChannelDataSendToStack: sendto() call failed. channel 90 len 116 result -1 err=0

 

Mac: 00:04:F2:FD:CA:7B

Message 6 of 7
SteffenBaierUK
Polycom Employee & Community Manager

Re: Polycom Trio 8800 - Conference problem

Hello sam_raby,

welcome to the Polycom Community.

The Unit was sold back in 31/03/2016 via Nycomm Ltd

 

Please contact them for any support.


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

----------------
The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 7 of 7