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PolyCom Trio 8500 as Zoom Room Controller

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Frequent Visitor

PolyCom Trio 8500 as Zoom Room Controller

Not sure if this is the correct place to ask this but we are currently using a Polycom Trio 8500 as a Zoom Room controller in 3 or 4 different conference room throughout our firm and we have noticed that if we use the Polycom as a Microphone and use a different external speaker source (in this particular case ceiling mounted speakers). The microphone light on the Polycom is constantly flashing green, all audio is working as expected it is just an annoyance/distraction. In rooms where it is both a speaker and a microphone the light is a solid green as it should be. We've tested multiple firmware versions, and multiple Poycom trio's and they all behave exactly the same way. We've contacted Zoom and they have referred us to contact Polycom. So the simple question is 

Is there anyway to disable the microphone light from constantly flashing when the Microphone and speaker source is different?

Thanks,

Mike

Message 1 of 4
3 REPLIES 3
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Polycom Employee & Community Manager

Re: PolyCom Trio 8500 as Zoom Room Controller

Hello @MPorrazzo ,

 

Welcome to the Poly Community.


We are already dealing with a similar case under EN-157990 / 1-14326893661 but the Zoom Room certification was archived with the Trio being the Speaker and Microphone so at present we see this as an unsupported scenario.

 

I will try to get the attention of product management on this and also make Zoom aware but it would probably help if you open a ticket with support.

 

Please quote the above reference and maybe this post 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

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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 2 of 4
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Frequent Visitor

Re: PolyCom Trio 8500 as Zoom Room Controller

Hello Steffen,

Thanks for your reply. So I tried to open a ticket with Polycom support a couple months back on this issue and received this a reply

Hello Michael, 
Thank you for contacting Poly Technical Support. 
I understand that you are having an issue with your Trio 8500 
Support for VoIP Products, SoundStation IP and SoundPoint IP, is extended to Certified VoIP Partners only. 
If you are unsure of who your service provider is or if they are unable to assist, we show this unit originally being sold through this Certified Partner: INGRAM MICRO 
You can reach INGRAM MICRO at 833-822-7767 
for further support. Please be aware that if the phone is no longer under warranty, the Certified Partner may charge a fee for support. 

 

I never did try and contact "Ingram Micro"  as at the time we decided to just use the Polycom Trio's in small rooms where the device can serve as a Speaker and Microphone. However, I have been asked to look back into it a the company would like to use the solution in more rooms, but the flashing green light is a potential stopper to that.

 

So, it there another way I should be contacting Polycom for support, or is it true I need to go through this 3rd party company (which quite frankly I've never heard of before).

 

Thanks,

Mike

Message 3 of 4
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Polycom Employee & Community Manager

Re: PolyCom Trio 8500 as Zoom Room Controller

Hello @MPorrazzo ,

 

In order to raise a support ticket, you need to work with your Poly reseller as they may need to do this for you.

End Customers are usually unable to open a ticket directly with Poly support. Available End User Poly services offerings are detailed here

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.

 

We already shared the details from the previous ticket that the serial provided came back to Ingram Micro. You can also work with whoever you purchased the unit from but chances are they would be unable to open a ticket with Poly support for you.

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

Best Regards

Steffen Baier

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

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 4 of 4