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G7500 Temas issue & can`t call m.webex at all

Alaa
Occasional Contributor

G7500 Temas issue & can`t call m.webex at all

Dear Support,

I`m new to Polycom in which i Have G7500 with Eagel Eye Director 2 (EEDII) as a standalone with latest version and in Poly mode. Currently i don't have TC8 or a Trio device nor any RealConnect Service License.
I have two issues as stated below;
1- From the G7500, i can call Xxxx@teams.videoconference.Xxx.org successfully, but the screen connected to the G7500 shows only the remote Speaker. There are 7 remote participants calls the same link & get connecting to the meeting, but on the screen connected to the G7500 (the far Camera) doesn`t show the 7 remote participants at the same time, it shows only the one who is speaking.

2- The second issue is, the Poly G7500 cannot dial the domain (m.webex.com) at all, for example "Xxxx@m.webex.com ".
It shows "calls cannot be completed, Please check number" using SIP protocol & shows "call ended" directly using the H323 protocol.

What is needed to fulfill and solve the above issues?

Thanks in advance.

Message 1 of 6
5 REPLIES 5
Poly Rahul
Polycom Employee & Moderator

Re: G7500 Temas issue & can`t call m.webex at all

Hi Alaa,

 

Welcome to the Poly Community.

 

You may use wireless mouse with G7500 to change layout in a teams call.

For WebEx calling check the encryption in G7500 . 

 

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

 

Best Regards,
Rahul Nautiyal

Please ensure you always check the 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".

This 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 may be answered on weekends, bank holidays or personal holidays.

Message 2 of 6
SteffenBaierUK
Polycom Employee & Community Manager

Re: G7500 Temas issue & can`t call m.webex at all

Hello @Alaa ,

 

Welcome to the Poly Community.

 

As already outlined by my colleague @Poly Rahul simply try a mouse as the system without a TC8 expects a TouchScreen to fully work.

 

For your 2nd issue please check Network > Primary Network > Lan Options > Domain Name and add a domain name. For example poly.com

 

For new posts, always include the currently used software version and what mode a Studio X / G7500 is in.


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

----------------
The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

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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
Message 3 of 6
Alaa
Occasional Contributor

Re: G7500 Temas issue & can`t call m.webex at all

@Poly Rahul, @SteffenBaierUK

Thanks for both of you.

Please informed that i already did what you have mentioned like changing the layout, adding the domain name & disabling the encryption. It seems is a matter of license like Real-presence for Microsoft Teams or others which i need to be sure.

Here you go the Teams Participant issue to make it clear & hope to get a solution;

I have Poly G7500 (version: 3.7.1-354025) which is connected to Eagel Eye Director 2 (EEDII) without an TC8 or a Trio device. It is a standalone device.

From the G7500 device, the address 34668xxxx@teams.videoconference.Xxx.org can be dialed successfully, but the screen connected to it shows only the remote Speaker.
There are 7 remote participants call the same above link & get connect to the meeting, but on the screen connected to the G7500 (the far Camera) doesn`t show the 7 remote participants at the same time, it shows only the one who is speaking.
Second issue as explained earlier which cannot be dial at all (@m.webex.com)

 

Thanks again for both of you & cooperation.

Regards,

Message 4 of 6
Alaa
Occasional Contributor

Re: G7500 Temas issue & can`t call m.webex at all

hi Rahul.

Please go through my detailed replay posted.

 

regards,

Message 5 of 6
SteffenBaierUK
Polycom Employee & Community Manager

Re: G7500 Temas issue & can`t call m.webex at all

Hello @Alaa ,

 

I would suggest you open a Poly support ticket so our support team can assist you and verify any additional needs.


Best Regards

Steffen Baier

----------------
The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

----------------

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
Message 6 of 6