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Trio 8800 with Microsoft Teams

SOLVED
Polycom Employee & Community Manager

Re: Trio 8800 with Microsoft Teams

Hello @Troy W.  ,

 

Welcome to the Poly Community.


To my personal knowledge, we have not yet received a fix from our partner Microsoft for this.

 

Please use the attached file posted by myself >here< and mentioned configuration by my colleague.

 

The next step is to work with Microsoft.

 

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

Best Regards

Steffen Baier

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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.

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

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 21 of 31
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Occasional Advisor

Re: Trio 8800 with Microsoft Teams

Is there any update to this? We have the same issue and are not getting anywhere with Microsoft.

Message 22 of 31
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Polycom Employee & Community Manager

Re: Trio 8800 with Microsoft Teams

Hello @Ollie ,

 

Welcome to the Poly Community.


We have released UC Software 5.9.2 for the Trio last year in December and this version includes all known fixes to us and the then-latest Teams Application.

 

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

Best Regards

Steffen Baier

----------------
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 23 of 31
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Occasional Advisor

Re: Trio 8800 with Microsoft Teams

Hi Steffan,

 

We have 5.9.2 already running on 14 separate devices and they are all intermittently logging out. Usually within a few hours.

 

Any ideas?

 

Thanks,

Ollie

 

Message 24 of 31
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Polycom Employee & Community Manager

Re: Trio 8800 with Microsoft Teams

Hello @Ollie 

 

the official route would be Microsoft as the supply the Teams application.

 

If the unit is still in warranty you can try to engage our support team.


In order to raise a support ticket, you need to work with your Poly reseller as they may need to do this for you.

End Customers are usually unable to open a ticket directly with Poly support. Available End User Poly services offerings are detailed here

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.

If the unit is no longer within the warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail 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

----------------
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 25 of 31
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Occasional Advisor

Re: Trio 8800 with Microsoft Teams

Hi Stefan,

 

I have already logged a ticket with Polycom but they have passed me off to Microsoft. Microsoft have passed me off to Polycom... so it continues...

Message 26 of 31
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Polycom Employee & Community Manager

Re: Trio 8800 with Microsoft Teams

Hello @Ollie 

 

what is the ticket number?

 

Regards

 

Steffen Baier

----------------
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 27 of 31
Highlighted
Occasional Advisor

Re: Trio 8800 with Microsoft Teams

Hi Steffan,

 

I went through Scansource who gave me the following reply from Polycom:

 

While the device is in Teams mode any issues or requests in regard to the Microsoft Teams Application running on a Trio have to be reported to Microsoft. This can be done directly through the Trio as mentioned in this knowledgebase article:
https://knowledgebase-iframe.polycom.com/knowledgecentral/viewdocument.do?noCount=true&externalId=39...

 

Cheers,

Ollie

Message 28 of 31
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Polycom Employee & Community Manager

Re: Trio 8800 with Microsoft Teams

Hi @Ollie 

 

if the unit is still within warranty re-open the ScanSource ticket and ask them to mention this post and put my name into it.

 

Can we get a test account to try and reproduce this or is this only something within your own network? Have you tried a unit in another location as an example?

 

Best Regards

 

Steffen Baier

----------------
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 29 of 31
Highlighted
Occasional Advisor

Re: Trio 8800 with Microsoft Teams

Hi @Steffan,

 

The ticket ref is: 1-15330777641. I haven't been able to test this outside our office but it is happening in two locations.

 

Thanks,

Ollie

Message 30 of 31