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Beep sound on RealPresence Trio 8800 when external participant mutes/unmutes

SOLVED
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Occasional Advisor

Beep sound on RealPresence Trio 8800 when external participant mutes/unmutes

Hello

We noticed recently that if a external participant joins a skype conference where a Trio 8800 is a part from too, it always beeps when one (or more doesn't matter) of the external participants mutes or unmutes their headset (microphone). External is for example over a hotspot (just not the internal company network). All the internal participants can mute and unmute without triggering a beep sound on the Trio. It's important to know that the beep sound only appears on the Trio (not on other devices) and if we have over 50 participant, which join from external, it's really annoying concerning the beep sound.

 

Current Software Version concerning the Trio 8800: UC-Softwareversion 5.5.2.11338

Computer OS of the participants: Windows 10 Build 1703

 

If you need further information, just post your question here.

Thanks.

 

With best regards

Maximilian Schäfer

Message 1 of 3
1 ACCEPTED SOLUTION

Accepted Solutions
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Polycom Employee & Community Manager

Re: Beep sound on RealPresence Trio 8800 when external participant mutes/unmutes

Hello Maximilian,

welcome back to the Polycom Community.

I already am dealing with a similar or same case 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 usually unable to open a ticket directly with Polycom support.

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom device from.

 

Please quote1-7562582309 / VESC-8142


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: 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 3
2 REPLIES 2
Highlighted
Polycom Employee & Community Manager

Re: Beep sound on RealPresence Trio 8800 when external participant mutes/unmutes

Hello Maximilian,

welcome back to the Polycom Community.

I already am dealing with a similar or same case 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 usually unable to open a ticket directly with Polycom support.

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom device from.

 

Please quote1-7562582309 / VESC-8142


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: 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 3
Highlighted
Occasional Advisor

Re: Beep sound on RealPresence Trio 8800 when external participant mutes/unmutes

Hi Steffen

I apologize for the late reply. The problem could definitely be solved by installing version 5.5.3. The problem with the beep doesn't appear anymore.

 

Message 3 of 3