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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
HP Recommended

We had a Polycom 8800 with visual + installed in the office recently and when we try to connect to our Cisco SX20 downstairs, or our Polycom HDX 8002 in another office we can see and hear them from the Polycom Visual + and they can hear us, but they get no video.  Just looking for what settings I should be playing around with to see if I can fix it?

4 REPLIES 4
HP Recommended

Hello @DSInfor,

 

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

  • 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 if the issue is a day 1 issue or only happened after an upgrade or any other relevant details

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.

 

Example:

 

  • Did this ever work?
  • Is this using some kind of call server ?

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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
HP Recommended
Thanks for the reply, here is the information requested. If anything else will help, let me know. Provide the exact Software Version of your Phone - UC Software Version 5.7.2.3123 Provide the Phone Model - Trio 8800 (3111-65290-001 Rev:A) Provide the Call Platform - Skype for Business Online Additional Polycom Infrastructure (RPRM,PDMS or BToE) - Sorry not sure on this one MAC - 64:16:7F:3E:C8:FC This is a day 1 issue. Backup, I tried to attach but got this message - The attachment's 64167f3ec8fc_trio8800_28-11-2018_12-57.pbu content type (text/xml) does not match its file extension and has been removed.
HP Recommended

Hello @DSInfor,

 

as this includes multiple different protocols aka the HDX cannot sign into Skype for Business as an example. This may alos include some sort of federation so I suggest you get this into support.


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

End Customers are unable to open a ticket directly with Polycom support.

Siphon Networks Ltd sold this unit back in 30/06/2018 so please work with them.


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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
HP Recommended

Hello @DSInfor,

 

so let me sum up your situation. You try to video-call a Cisco or HDX via an Skype for Business integrated Trio? So to say a SfB-call to SIP/H.323 devices? That´s not supported on a direct way. To combine several protocols you´ll need a Video Interoperability Solution like Real Connect.

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