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

I have a few issues/questons on this, we are able to call a participant and then add a 2nd call but are not able to;

 

  1. Add a 3rd just rings busy, if I am reading the manual correctly it says the phone can add 5 participants (Trio 8800). I am thinking since I can't merge this may be the issue, see point 2.
  2. Merge the callers, I see in the user manual this must be enabled but I can't find how to do this in the admin manual or through the interface. "If your system administrator enables the conference management feature, you can mute and remove
    participants from the conference". When I get 2 calls going, one is on hold and the other is active. the menu doesn't have the Merge option stated in the manual.

I am a bit confused on this as this is a Conferencing phone, this should not be this complicated? Any suggestions will be appreciated.

 

1 ACCEPTED SOLUTION

Accepted Solutions
HP Recommended

Hello KPR,

This reseller is able to open a support ticket for you as this is the designed escalation path for end customers.

 

This fact aside I just follow publicly available Mitel Documentation Configure MCD 4.1 for use with the Polycom SoundStation IP7000 SIP CoE 08-5159-00020 and once I had changed the SIP Multiline IP Set configuration to at least 2 Lines was able to make 2 outgoing calls and merge these. 

 

I did not try to enhance this to more lines.

 

On the Polycom side I did not need to make any changes or follow the Polycom sided configuration suggestions.

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

View solution in original post

23 REPLIES 23
HP Recommended

Hello ,

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.

The above is also stated in the "Read First: Welcome to the Polycom VoIP Forum"

Therefore the Polycom VoIP FAQ contains this post here:

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

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

Sorry missed the verion info.

 

UC Software Version 5.4.0.12856 Updater Version 5.4.0.12856

HP Recommended

Also am I reading the manual right, I need a server to update a single phone?

Surely you can use the web UI to import the new firmware?

HP Recommended

Hello KRP,

The community's VoIP FAQ contains this post here:

Oct 7, 2011 Question: How can I setup my Phone / Provisioning / Download / Upgrade / Update / Downgrade Software?
Resolution: Please check => 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

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

Thanks Steffen for the response, I saw this in the manual and was just trying to confirm that polycom didn't  find the most complicated way to update 1 single devices firmware, which you were able to demonstrate with the KB artilce that is 20+ pages long.

I get the server option when you have many devices that you want to automate but seriously someone needs to tell your developers they should have a direct upgrade opiton for a single device.

 

Can someone tell me if there is any communication other than copy/paste of KB articles? It would have been nice if you would could put in a response in your own words in addtion to the referrence of yet an other KB article. I am reading the manual and just wanted some kind of confirmation. I am starting to think that this entire formum is managed automatically with no human involvement.

 

Referrencing a KB is fine but if that is the extent of your contribution its time to think if you are in the right job.

HP Recommended

Now after messing around further, I realize I misunderstood the Polycom Server option as I took it as software from Polycom I would have to install or another option is to use a FTP server I would also install at my end.

 

All this confusion could have been avoided if you could have simply commented in your response, "No you don't need to install your own server you can connect to a Polycom server that we host." see ths posting. I was clearly on the wrong track and with that simple clarification I could have been on my way with resolution and new understanding.

 

This way you would have had a happier customer which is the end goal and who knows when I need another phone I would think of Polycom. You will need to keep in mind that you are typically dealing with network admins that sole job is not to support Polycom phones and have 100's of other responsibiliites. Providing a bit more direction by using your words vs copy/paste may actually be more helpful in many circumstances.

HP Recommended

Hello KRP,

 

Thanks for the advice on my role and how to post but you may be miss informed.

 

Polycom employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours if I have any spare time or outside working hours in my private time, weekend, bank holidays or even personal holidays.

 

In addition the community has a section called READ FIRST which clearly states to post the currently used software version and / or check the FAQ before posting.

 

As I value my time and 99,9% of all questions have at least been answered once before I usually either copy & paste the relevant FAQ post or if not prior answered create a new one. In the above example reply this was at 06:32 AM

 

Please understand that myself and others simply do not have the bandwidth to explain the same things over and over again especially if they are already answered.

 

The above quoted FAQ post explains the hosted solution as Option 1 at the very beginning of the post so it should be easy enough to find.

 

For your and other users convenience I added a FAQ on “merging” calls on a Trio

 

Apr 11, 2016 Question:How can I handle a conference call on a Polycom RealPresence Trio 8800?

Resolution: Please check => here <= for details.

 

If this still fails troubleshooting steps had already been provided in my reply to yourself => here <=

 

Best Regards

 

Steffen Baier

 

Senior Product Support Specialist Team Leader Voice, EMEA Escalations

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

When submitting to a forum i usually include a software version but I missed that with my 2 recent pots here likely out of frustration with this product and the manuals, which I have been reading.

 

Before posting I was reading the User and Admin user guides and in the UG I read on the "Initiating and Managing Conference Calls" which goes through the steps similar to what you have posted. I can add successfully 2 callers but the manuals instructions says on page 39, 1) In the calls screen, tap the held call. 2) Tap [3 bar graphic]  then tap Merge Calls.

 

On my phone is not applicable or an option. First, once I add the 2nd caller the screen displayed is the current called person (2nd caller) with the std icons below the call "add, mute, hangup,hold, etc.If I hold this caller there are no other options provided to merge. I do have a [3 bar graphic] icon at the top left and it only contains Home, Place a call, Contactds, Recent calls, no merge option as the manual states and your screenshots display.

 

The screenshots in your FAQ how to handle a conference call are in the user manaul as well on page 40, I never see this participants list that is mentioned in the manual several times.

I did find in the user manual a referrence to "conference management" on page 40 as well under Manage Conference Call Participants "If your system administrator enables the conference management feature, you can mute and remove
participants from the conference, as shown next."

 

So I go to the Admin Guide and search, look, for "conference management" and can only find on page 240 "If your phone is not installed with UC Software version 4.0.0 or later, you also require a license for conference management, corporate directory, and call recording.". My version is was 5.x so I am thinking this is included in my software. But I am not able to find any other reference to "conference management", how to confirm its enabled etc so I start this post.

 

So as you can see I have been putting in a reasonable amount of effort to figure this phone out but I am not getting anywhere when it comes to conf calling. I even went page by page through the web UI and can't seem to find anything related to the conf call mgt which should be in these manuals I am reading. Now I am not sure if I am just missing something but when I am looking for something specifically mentioned in the UG saying this may need to be enable by your admin and can't find it in the admin guide there is something wrong with these manuals and its no wonder I am frustrated.

HP Recommended

I am starting to wonder if there is something wrong with this device.

 

eg. I thought maybe I disabled something, (I dont' recall making many changes from factory in terms of turning off things) that could be the cause. I did turn the base profile to generic from lync as we do not currently have a lync server. So I thought I'll turn that on to see if that makes a difference.

The phone reboots and appears to be fine, then I test my conf call again, add the 1st caller normally, then when I click add and dial the 2nd ext number it says connecting to conference but the 2nd phone is not ringing and it never finishes. I hang up that call but the ext icon says in conf call but no other calls are on the line, even the first call is gone.

 

I try to reboot the phone from the web UI and get an error, so I reboot it from the local menu and it is now asking for credentials so I cancel out. I notice the line 1 lable is now changed to RealPresense Trio 8800 and has the unregistered line icon now. I can't connect to the web UI anymore. So I muttle my way through the local menus (which are not even close to the web UI organization) and see that there is no IP now (I can' t ping the device) even though DHCP is enabled with a reservation for the MAC.

I reboot it again just to see if that helps but no change. I go through the local UI and change it back to generic from lync and expect a reboot but nothing. So I reboot it manually. I can now ping the device and connect to the web UI but the lable is still not what is set tine the Web UI and the unregistered lin is there. I can how ever call other extensions but not externally. Keep in mind the only change was the base profile.

 

A similar thing happend last week when testing the SIP authentication. Where the phone was working with no credentials setup on the phone or the PBX (I have a config export just prior to the credential test I am about to run). I wanted to demonstrate to another tech what happens when I try the SIP authentication. The phone goes unregistered (as expected) I clear the credentials on the Trio and PBX and it remains unregistered. I reboot manually, no change. I figure my confige is mess so I load one that was taken previously that was working with an different ext number registered. It doesnt work. I then load the one that was just taken prior to the credential change and it loads and is now working but was not working 5 min ago. No other changes to the PBX or Trio were made.

 

So today with my boken phone (after changing the base profile to lync and back again) which must either change other settings than just the profile or the phone has a bug. I reloaded the last known good config export (the very same settings just prior to the profile changes, and the phone is now wokring again. I can call internal and external numbers again, I can add calls but still can't merge them or see any options to merge the calls.

 

Any suggestions would be appreicated. I would love to get this Trio off my desk so it can be used by our staff.

 

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