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

Hello, I'm very new with the Polycom trio 8800 phone and would really appreciate some help.

Recently a week ago our company just updated our license and suddenly the Polycom phones stopped working. Whenever we try to make a call a message saying "Service unavailable" shows up on the display.

 

I'm really new with the system so any help on how to configure or troubleshoot would be appreciated.

 

Here's some info I found in Settings that might be of interest:

 

-Line 1: Trio8800 SIP (Not registered)
-SIP: No server configured
-Licences: No licenses installed
 
If there's any more info you need please tell me and I'll provide it for you here.
Thanks in advance!
23 REPLIES 23
HP Recommended

Hello HenkeC,

welcome to the Polycom Community.

It is always useful to include the currently used UC Software version as issues experienced or a question asked may already be addressed in a newer release.

Please also include if you are using a SIP server or a LYNC / Skype for Business server.

This also allows yourself and others to check against current software release notes, Administrator Guides or FAQ post’s.

The above is also stated in the "Read First"

Therefore the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP or UC Software Version of my Phone?
Resolution: Please check here

 

In addition you mention a License being updated. Where or what did you update ?


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 again and thank you for your reply and guidance! Here's what I found out:

 

-The current UC version: 5.4.3.2389

-We are using a Skype for business server for our polycoms.

-The problem started after we changed our Office 365 license from Business Essentials to Enterprise E3. We still have the 'Skype for business' licenses assigned to our room accounts.

 

/Henrik

HP Recommended

Hello Henrik,

welcome back to the Polycom Community.

Firstly you should upgrade to UC Software 5.4.4.7776 as this is the latest.

In addition to my knowledge you require the following if:

 

image

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

Thank you, I'll try upgrading the UC software to the latest.

 

Ok, so since we Upgraded to Enterprise E3 we should assign it an E3 license with Skype onlie plan2?

 

 

Best regards

Henrik

HP Recommended

Hello Henke,

liaising with our internal Office 365 specialist you should simply remove the Plan 2 license as the E3 License should contain anything you need.

 

If there is still an issue please post your MAC address so we can identify who would be able to support you as this may not be the same person you purchased the phone from.

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 again,

 

But the Skype for business online plan 2 is a part of the E3 license so shouldn't it be enough to just assign the room accounts the Skype license?

Anyway I tried it and assigned the entire E3 license to one of our room accounts but it is still not working.

I am able to sign in on the Polycom phone but whenever I try to make a call I get a "Busy"-signal.

 

Our MAC address is 00:04:F2:FC:F0:0B

 

 

Best Regards

Henrik

HP Recommended

Hello Henrik,

 

looks like WESTCON GROUP EUROPEAN OPERATIONS LTD sold this back in 25/12/2015

 

Its just out of the manufacturer warranty so please work with them.


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

Problem solved, all of our phones are able to sign in and make Skype calls.

 

One last question before I'm on my way:

 

As I mentioned we changed to Office 365 enterprise E3 so Skype for business plan 1 license won't work when using conference calls (Meet now). So I assigned our rooms an E3 license with Skype plan 2. 

Do I need to assign the entire E3 license or can I just purchase Skype plan 2 stand alone instead?

It says you need an entire E3 license if you use an Enterprise plan. Just need to be sure.

 

Thanks in advance

 

Regards

Henrik

HP Recommended

Hello Henke,

Could you kindly reply first what your actual issue was ?

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
† 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>.