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Internal Conference Number Not Connecting - All Other Numbers Work

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Occasional Advisor

Internal Conference Number Not Connecting - All Other Numbers Work

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.

3 REPLIES 3
Polycom Employee & Community Manager

Re: Internal Conference Number Not Connecting - All Other Numbers Work

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




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 2 of 4
Occasional Advisor

Re: Internal Conference Number Not Connecting - All Other Numbers Work

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.

Message 3 of 4
Polycom Employee & Community Manager

Re: Internal Conference Number Not Connecting - All Other Numbers Work

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




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 4 of 4