Trio Visual+ Not making video calls just voice

[jmoran77]

We are integrating two Trio Visual+ units in this project and we are having trouble with Skype For Business:

The client has an IT department we are working with, but here is what I know about the environment:

• Cisco Call Manager is on a specific VLAN and usually does not have internet access
• Data VLAN is separate and does not have voice access
• They have tried to add internet to the voice side to allow for Skype usage
• It seems the trio cannot do both SIP with the Cisco Call Manager and Skype for Business with Video

We are stuck needing to advise IT on how to make these units work.

[SteffenBaierUK]

Hello @jmoran77 ,

welcome to the Polycom Community.

Both the community's Must Read First and the community's FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:

• Provide the exact Software Version of your Phone
• Provide the Phone Model
• Provide the Call Platform (aka openSIP,Skype for Business Online, Skype for Business on Premise, Lync)
• Additional Polycom Infrastructure (RPRM,PDMS or BToE)
• If applicable provide a backup of the phone in question

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup. Please rename into .TXT or Zip the file to attach.
Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package

• If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
• If possible provide the MAC Address or Serial of the device
• Provide details for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details
• For questions around Support please check here

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Polycom to have an overview of the current software used. In addition providing all details at the same time allow us to check logs or look up a potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.

Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up post’s.

Jan 25, 2016 Question:How many Lines can I register using Polycom phones with Lync Server / Skype for Business server ?

Resolution: UC Software 5.8.0 for VVX phones and UC Software 5.5.2 for Polycom Trio added the Hybrid registration feature. Details are in the Admin Guide or => here <= up to 3 different lines. The first one must be Skype for Business / Office 365

The above linked FAQ post shows information in the 2nd example on how to configure the Poly Trio to use Video on Line 1 but disable Video on Line 2.

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

Best Regards

Steffen Baier