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Trio 8800 audio quality issue

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Occasional Visitor

Trio 8800 audio quality issue

Hi

 

We are using a couple of Trio's with Skype for Business/O365. Audio and video quility is excellent, when communication with users with a good connection, but when we try to talk to users located in countries with poor connection (no video!), audio quality is really bad and actually unuseable, but when we switch to using a SfB client on a computerinstead audio is great. 

I guess there might be some codec settings that should be change, in order for the Trio to detect the right settings. Can anyone help me in the right direction?


Message 1 of 5
4 REPLIES 4
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Polycom Employee & Community Manager

Re: Trio 8800 audio quality issue

Hello @Jens Skov,

welcome to the Polycom Community.

It is always useful to include the currently used UC Software version as issues experienced or a question asked may already be addressed in a newer release.

This also allows yourself and others to check against current software release notes, Administrator Guides or FAQ post’s.

The above is also stated in the "Must Read First" and is the absolute minimum requirement every new post should include. .

In addition providing us with this basic information gives Polycom an idea what Software Versions are used in the field and avoids wasting time trying to troubleshoot issues which have already been addressed.

Therefore the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP or UC Software Version of my Phone?
Resolution: Please check here

 

In addition are you using this P2P or AVMCU and on the PC is the window minimized or maximized / full screen?


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

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The title Polycom 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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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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 5
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Occasional Visitor

Re: Trio 8800 audio quality issue

Hi Steffen

 

Thank you for your reply and sorry for the missing information. 

UC software version is: 5.5.3.3517

I generally update tu the newest version available weekly. 

 

It's on Office 365 and I'm not certain what model it uses. I assumed it was P2P, but I'm trying to find out now. 

 

It does not matter is the client on the pc is full screen. The sound is fin.  No content og video is enabled. 

 

Jens

 

Message 3 of 5
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Polycom Employee & Community Manager

Re: Trio 8800 audio quality issue

Hello @Jens Skov,

that can have multiple reasons and you should check what Network / Media Statistics you get via:

 

  • Menu > Settings > Status > Diagnostics => Media Statistics

    and in addition 

  • Menu > Settings > Status > Diagnostics => Networked Devices > Statistics


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 Polycom 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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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

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 4 of 5
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Occasional Visitor

Re: Trio 8800 audio quality issue

Was there any follow up to this thread? We have a similiar experience. Skype client on laptop can recover rom network jitter/packet loss and call stays connected. Trio 8800 audio cuts out and doesn't appear to recover when network has jitter/packet loss.

Message 5 of 5