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Polycom Real Presence Trio 8800 with Trio Visual + pairing Issues.

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Occasional Visitor

Polycom Real Presence Trio 8800 with Trio Visual + pairing Issues.

We have a Polycom Real Presence Trio 8800 with Trio Visual + that is having pairing issues.
Recently the Visual + device seems to have lost its pairing over the LAN.
When we go to attempt to resync the devices the instructions we are given are the following.
1) Tap the Pair button on Polycom Trio Visual+ to broadcast discovery to the Polycom Trio.
2) On the phone’s local interface, go to Settings > Advanced > Networked Devices and make sure Notification of New Devices is On.
However, when we go to Setting > Advanced there is no selection there for Networked Devices.
The firmware Version on the phone is 5.9.6.8.4.6

Any assistance would be appreciated on what we can try next.

 

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Polycom Employee & Community Manager

Re: Polycom Real Presence Trio 8800 with Trio Visual + pairing Issues.

Hello @RyanMBP ,

 

Welcome to the Poly Community.


First of all, there is at point of replying no UC Software 5.9.6 for the Poly Trio. The current latest one is 5.9.5 Rev AB.

 

We can only assume that you have switched the Base profile for the device to for example Microsoft Teams or similar. As you have not included a device backup we can only guess this. 

 

Only if you are in openSIP or Skype for Business mode you can pair a Visual+ as outlined in our Skype for Business FAQ here:

 

July 19. 2019 Question: Can a Poly Trio 8800 or 8500 support Microsoft Teams or Zoom at the same time as Skype for Business or openSIP?

Resolution: If the Poly Trio is running the native Teams app you cannot use any other Line.
Teams on the Trio 8500/8800 is mutually exclusive and does not allow pairing with a Visual+/VisualPro for Video. The device will be Audio only.
The native Zoom room application is the same. Zoom can be used in a Hybrid setup as explained => here <=

 

Please verify this.

 

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 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

View solution in original post

Message 2 of 2
1 REPLY 1
Highlighted
Polycom Employee & Community Manager

Re: Polycom Real Presence Trio 8800 with Trio Visual + pairing Issues.

Hello @RyanMBP ,

 

Welcome to the Poly Community.


First of all, there is at point of replying no UC Software 5.9.6 for the Poly Trio. The current latest one is 5.9.5 Rev AB.

 

We can only assume that you have switched the Base profile for the device to for example Microsoft Teams or similar. As you have not included a device backup we can only guess this. 

 

Only if you are in openSIP or Skype for Business mode you can pair a Visual+ as outlined in our Skype for Business FAQ here:

 

July 19. 2019 Question: Can a Poly Trio 8800 or 8500 support Microsoft Teams or Zoom at the same time as Skype for Business or openSIP?

Resolution: If the Poly Trio is running the native Teams app you cannot use any other Line.
Teams on the Trio 8500/8800 is mutually exclusive and does not allow pairing with a Visual+/VisualPro for Video. The device will be Audio only.
The native Zoom room application is the same. Zoom can be used in a Hybrid setup as explained => here <=

 

Please verify this.

 

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 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

View solution in original post

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