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

Equipment

Polycom Trio 8800 w/ Visual+

Ploycom Trio 8800 w/ VisualPro

 

Software Versions

Trios and Visual+ - 5.9.0.11421

Updater Signature - Release

VisualPro - 6.1.9.500016

 

Using the phones as Skype for Business, Office 365. We finally got everything working as far as calendar invites, meetings, and things we felt were important. However, one thing we cannot do is call one specific phone number from these trios. It's our internal conference line.

 

On the Trios, we can call any number in the organization, any number outside the organization, but when we call our internal conference number, it shows the conference line name on the Trio's screen, double beeps, and disconnects.

 

We log into the Trios with a username and password, but have also tried Ext and PIN, but same issue. We thought maybe it was the accounts we created, so we logged onto older Polycom phones and we were able to connect to the conference line, so we know it's not the accounts.

 

I logged onto the Trio with my personal work account, and same thing. These two phones just do not want to connect to the internal confernce line. This would be needed for some employees who don't have calendar invites sent to the phones, they can just dial in to the conference line, type in the meeting ID, and enter. So this is very important to fix.

 

I cleared the log, dialed the number, got the double beep and disconnect, and exported the log. If you can see any reason why it's not working, it would really help us out.

 

Thank you so much.  Take care.

1 ACCEPTED SOLUTION

Accepted Solutions
HP Recommended

Hello @Kevin_A ,

 

Welcome to the Poly Community.


Where or what is this internal conference Number?

 

My initial thought is this is some sort of PABX or Service and does not accept a Video call. Can you unpair the Visual+ and test the number?

 

Also we would need to see some better SIP logs:

 

Jan 19, 2012 Question: How to troubleshoot Polycom VoIP related Issues?

Resolution: Please check => here <=

 

The next step would be a support ticket.


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

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: 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

View solution in original post

3 REPLIES 3
HP Recommended

Hello @Kevin_A ,

 

Welcome to the Poly Community.


Where or what is this internal conference Number?

 

My initial thought is this is some sort of PABX or Service and does not accept a Video call. Can you unpair the Visual+ and test the number?

 

Also we would need to see some better SIP logs:

 

Jan 19, 2012 Question: How to troubleshoot Polycom VoIP related Issues?

Resolution: Please check => here <=

 

The next step would be a support ticket.


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

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: 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

Steffen,

 

Thank you for reaching out. I unpaired the Visual+, and it connected right away to the conference line!  So you were correct about that. However, unpairing a device just to connect to this conference line wouldn't be ideal.

 

Is there some kind of setting on the phone to "ignore" the lack of video on the other end so it may proceed with only voice? 

 

I'm also not sure what logs you would like. I'm not very familiar with the log set up, as I had some help from our vendor with another issue and the log settings were left at what they had them set to.

 

Thank you.

HP Recommended

Hello @Kevin_A ,

 

I pretty much provided you with instructions on how to create the logs. As you proved already that it works without Visual+/Visual Pro have a look >here<

 

The Poly community has a search facility and pretty informative FAQ sections.

 

If you still have an issue, and no other volunteer can help you, please proceed with the instructions on how to get this into support.

 

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: 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
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.