Plantronics + Polycom. Now together as Poly Logo

RealConnect with Trio 8800 / 8500 Teams content sharing not working

Roie Magen
Occasional Visitor

RealConnect with Trio 8800 / 8500 Teams content sharing not working

hi i've configured my 8800 with Visual pro to work with RealConect and teams.

video is working fine (somtimes call breaks from what i saw)
but Contnt sharing is not working both ways:


* 8800 can't prsent to remote unit via Visual Pro.

* remote clin't can't display from his PC to 8800 unit.

 

(PC2PC is working fine). (also no issue with S4B meetings)

unit base profile, is Skype for Buissness with a user with E3 lic.

 

Please asist in what to check, i got a 8500 unit from the local Vendor to "play" with and solve this issue.

 

Roie

 

 

Message 1 of 6
5 REPLIES 5
SteffenBaierUK
Polycom Employee & Community Manager

Re: RealConnect with Trio 8800 / 8500 Teams content sharing not working

Hello @Roie Magen ,

 

Welcome to the Poly Community.

Both the wider communities Must Read First and the 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,Teams, Skype for Business Online, Skype for Business on Premise, Lync)
  • Additional Poly 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 Poly 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 potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.

 

If the call is routed via Skype for Business into Teams then Video and/or content is unsupported as the Microsoft 3PIP gateway does not support these. Using the RealConnect Service instead should work.

 

if you have issues with this please work with the Poly Sales Engineer that helped to set this up.


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 2 of 6
Roie Magen
Occasional Visitor

Re: RealConnect with Trio 8800 / 8500 Teams content sharing not working

Software Version (Firmaware): 5.9.0.11398

Model: 8500 / 8800

Call platform: Teams.

Additional Poly Infa: RealConnect.

MAC Address:

 

64:16:7F:1D:45:FA

this is a test unit i got from local vendor since i can't play with my 8800 units.

Roie

Message 3 of 6
Roie Magen
Occasional Visitor

Re: RealConnect with Trio 8800 / 8500 Teams content sharing not working

Anyone has any idea?

please advise.

Message 4 of 6
SRANE
Advisor

Re: RealConnect with Trio 8800 / 8500 Teams content sharing not working

We have the same problem but it's hit or miss.  Sometimes the content sharing works other times it doesn't.  The product is super glitchy and a very poorly placed bandaid until you can migrate to a true MTR.  I'm going to open a ticket with Poly (and they will say it's network when it never is) but I doubt this gets resolved.  

Message 5 of 6
SteffenBaierUK
Polycom Employee & Community Manager

Re: RealConnect with Trio 8800 / 8500 Teams content sharing not working

Hello @Roie Magen 

 

apologize for the delay. The unit shows as sold by NEXTEL SYSTEMS LTD back in 2/1/2018 so PPI/Pay Per Incident would most likely be applicable.

 

Hello @SRANE 

 

many of our customers use the solution on a daily basis which allows them to protect their investment without any issues. If there would be general issues the community and our support team would be overwhelmed.

 

Please get this into our support organisation so we can professionally troubleshoot this.

 

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 6 of 6