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Trio 8800 - RealConnect join from calendar not working with italian Language

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Occasional Contributor

Trio 8800 - RealConnect join from calendar not working with italian Language

Hi,

 

we've enabled realconnect on O365 tenant and configured the Trio 8800 to use it. We would use the meeting join directly from calendar but it not works if we set our desktop application to Italian.

With italian language the join from calendar start a call that end immediately. The number composed by Trio is *RealConnectID*.*ConferenceID*

If we set our application to english and make the same test, the Trio can call RealConnect service correctly and start the meeting. The number composed by Trio is Sip:*RealConnectID*.
ConferenceID*@t.plcm.vc

 

On Trio, we've set the digimap as follow: "^.+@t\.plcm\.vc$" (without quotes)

Our users cannot set all apps to english, there is some other way to enable the calling feature using Italian language.

Thanks in advance

Regards

 

Message 1 of 9
1 ACCEPTED SOLUTION

Accepted Solutions
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Polycom Employee & Community Manager

Re: Trio 8800 - RealConnect join from calendar not working with italian Language

Hello @TeoNM ,

 

Welcome to the Poly Community. We usually ask for the following:

Both the 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:

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.

 

Stating the above we recently released Trio UC Software 5.9.2 Rev AB which includes a fix for this. Please try this software first.


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

Best Regards

Steffen Baier

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

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 2 of 9
8 REPLIES 8
Highlighted
Polycom Employee & Community Manager

Re: Trio 8800 - RealConnect join from calendar not working with italian Language

Hello @TeoNM ,

 

Welcome to the Poly Community. We usually ask for the following:

Both the 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:

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.

 

Stating the above we recently released Trio UC Software 5.9.2 Rev AB which includes a fix for this. Please try this software first.


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

Best Regards

Steffen Baier

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

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 2 of 9
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Occasional Contributor

Re: Trio 8800 - RealConnect join from calendar not working with italian Language

Hi Steffen,

 

at the moment our Trio is at 5.9.2.7553. We can proceed with standard Trio Upgrade or we have to disable some checking before do the upgrade? I would not that after Trio Reboot it could check the firmware version on Teams Server and downgrade again the appliance to last supported firmware release.

 

Thanks

Message 3 of 9
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Polycom Employee & Community Manager

Re: Trio 8800 - RealConnect join from calendar not working with italian Language

Hello @TeoNM 

 

from our Skype for Business FAQ:

 

Feb 02, 2016 Question: How can I prevent a Poly Phone to be downgraded/upgraded automatically via Skype for Business and/or Office365?

Resolution: For Skype for Busines please download, unpack and import the attached LyncProvisionDeviceParams. For Skype for Business Online / O365 in addition please set the EnableDeviceUpdate to false as explained => here <=

 

UCS 5.9.2.7727 is the software you want

 

Best Regards

 

Steffen Baier

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

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 9
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Occasional Contributor

Re: Trio 8800 - RealConnect join from calendar not working with italian Language

Hi Steffen,

 

could you please confirm that I have only to import the following cfg to Trio in order to block updates:

<LYNCUpdate device.set="1" device.prov.lyncDeviceUpdateEnabled.set="1" device.prov.lyncDeviceUpdateEnabled="0" lync.provisionDeviceParams.enabled="0"/>

Thanks

Regards

Message 5 of 9
Highlighted
Polycom Employee & Community Manager

Re: Trio 8800 - RealConnect join from calendar not working with italian Language

Hello @TeoNM 

 

I suggest to use:

<LYNCUpdate device.set="1"
	device.prov.lyncDeviceUpdateEnabled.set="1"
	device.prov.lyncDeviceUpdateEnabled="0"
	lync.provisionDeviceParams.enabled="0"
/>

The last parameter also prevents Skype for Business changing the provisioning server and others.

 

Best Regards

 

Steffen Baier 

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

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 9
Highlighted
Occasional Contributor

Re: Trio 8800 - RealConnect join from calendar not working with italian Language

Hi Steffen,

 

I've followed your instruction but after the upgrade and reboot Trio is stuck on complete provisioning. What we have to do?

 

Thanks

Regards

Message 7 of 9
Highlighted
Polycom Employee & Community Manager

Re: Trio 8800 - RealConnect join from calendar not working with italian Language

Hello @TeoNM ,

 

The relevant information has already been provided to you in my initial reply. You have not shared any logs of backups with us so we do not know what your issue is.

 

The next step would be raising a support ticket.

 

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

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

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 8 of 9
Highlighted
Occasional Contributor

Re: Trio 8800 - RealConnect join from calendar not working with italian Language

Hi Steffen,

 

issue seems solved with your suggestion. We've to wait around 1h after reboot to fully complete provisioning.

 

Thanks

Regards for your support

Message 9 of 9