Plantronics + Polycom. Now together as Poly Logo

Microsoft Teams on Polycom Trio 8800 - incoming calls doesn't work

Visitor

Microsoft Teams on Polycom Trio 8800 - incoming calls doesn't work

Hello, 

we installed new Version 5.9.0.AA to get Microsoft Teams on Polycom Trio 8800. Everything's fine, but the Polycom doesn't receive incoming calls (whether external, nor internal Teams-calls. Outgoing calls to external numbers and internal Teams members are working fine. 

Does anyone had the same issue and knows how to handle this?

Also we want to make sure our Office 365 account is configured correctly for this device. Perhaps some of you could send a get-csonlineuser from a working account of yours, so we can compare this to our account. This would be a great help, because Microsoft couldn't help us. 

Thanks in advance. 

Best regards 
Jeff Baral

Message 1 of 9
8 REPLIES 8
Polycom Employee & Community Manager

Re: Microsoft Teams on Polycom Trio 8800 - incoming calls doesn't work

Hello @Jeff Baral ,

 

welcome to the Poly Community.

 

Do you get a missed call?

 

What is your user setup aka as shown => here <=  Islands, Skype for Business or Teams only?

 

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 9
Visitor

Re: Microsoft Teams on Polycom Trio 8800 - incoming calls doesn't work

Hello @SteffenBaierUK,

 

thank you for your response.

We don't get a missed call.

Our setup is Teams only.

 

Best regards

Jeff Baral

Message 3 of 9
Visitor

Re: Microsoft Teams on Polycom Trio 8800 - incoming calls doesn't work

Hello,

do you have an idea what to do here?

Message 4 of 9
Polycom Employee & Community Manager

Re: Microsoft Teams on Polycom Trio 8800 - incoming calls doesn't work

Hello @Jeff Baral ,

 

The community contains these troubleshooting steps:

 

Jan 17, 2017 Question:How can I troubleshoot simple Skype for Business, LYNC or Office365 issues?

Resolution: Have a look => here <=

 

The next step would be to open a ticket.

 

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

End Customers are 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 5 of 9
Occasional Advisor

Re: Microsoft Teams on Polycom Trio 8800 - incoming calls doesn't work

We are expericing the same issue.

 

Was there ever a resolution?

Message 6 of 9
Occasional Visitor

Re: Microsoft Teams on Polycom Trio 8800 - incoming calls doesn't work

Exact the same here. Did someone figured out a solution?

Message 7 of 9
Polycom Employee & Community Manager

Re: Microsoft Teams on Polycom Trio 8800 - incoming calls doesn't work

Hello all,

 

Welcome to the Poly Community.

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:

 

  • Provide the exact Software Version of your Phone
  • Provide the Phone Model
  • Provide the Call Platform (aka openSIP,Teams, Skype for Business Online, Skype for Business on Premise, Lync, Zoom or BlueJeans)
  • Provide details if UC / SIP or ObiEdition
  • Additional Poly 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. 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.

 

Just to clarify the above, Polycom receives the Teams application from our partner Microsoft. Microsoft is maintaining and supporting this application.

 

Trio UC Software 5.9.0 includes, to my own personal knowledge, an older version of the Teams application than UC software 5.9.1 does.

 

I, therefore, suggest you update if not already done to a currently supported version and if this fails, report the issue to Microsoft as outlined in the FAQ:

 

July 31. 2019 Question: How can I report Issues with Teams running on a Poly Trio in Native mode?

Resolution: Please collect the Logs as shown here => here <=  and submit them to our Partner Microsoft. You will need to work with Microsoft for this via the explained method >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 8 of 9
Occasional Visitor

Re: Microsoft Teams on Polycom Trio 8800 - incoming calls doesn't work

Hello,

 

Microsoft resolved the issue for us, by changing our tenant to hybrid mode with skype for business enabled. New O365 tenants are teams only and trio 8800 in teams mode is almost useless, while there isn't any video or hybrid registration support.

Users are required to install lync/skype for business client to make calls with trio 8800 phone.

 

Message 9 of 9