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HDX-8000 Video Drop-outs

Regular Visitor

HDX-8000 Video Drop-outs

We have an HDX-8000. When we attempt to call a commercial number point-to-point down a specific group of trunks to a VOIP Switch, we experience video drops, starting about 5-10 min into the call and then again about every 5-10 min for the duration of the call. We still have audio but no video. Calls do not drop, just the video will drop then come back.

We have another trunk path we can dial down to a Defensed Switch Network number vs a commercial number and those calls do not experience the same video-drop outs.

The PBX here is an Avaya Definity 8720, this in turn is sending our calls to a VOIP switch, not sure at this time the exact name of that VOIP switch. This is only ISDN PRI calls, we are not using IP calls.

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Polycom Employee & Community Manager

Re: HDX-8000 Video Drop-outs

Hello T65,

welcome to the Polycom Community.

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

This also allows yourself and others to check against current software release notes.

You have already done most of your troubleshooting by isolating that this only happens on a certain trunk.


Based on this information and the fact that it is some kind of VoIP trunk compression is being used and obviously limiting the ISDN bandwidth of 64Kbits per individual channel to something else or even getting out of sync.


The next step would be to work with the provider of this service to troubleshoot this on their end and to ensure that you get the full bandwidth of a PRI trunk.

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

The title Polycom 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. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.


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
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