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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
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‎04-10-2020 10:10 AM

HP Recommended

We have a Trio 8800 that likes to go to mute automatically in the middle of a call. This has now happened on numerous occasions.

We have the certified the cable as good and within spec.

 

4 REPLIES 4

‎04-10-2020 10:21 AM

HP Recommended

Hello @techwhisperer ,

 

Welcome to the Poly Community.

It would be great if:

 

  • you could supply a few more details on what kind of call server or call this is?
  • You mention a cable but we do not know what connection this is?
  • What is the software version being used?

In most cases, this would need to come into our support organization.


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.

If the unit is no longer within the warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail 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

------------------------------------------------
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
Was this reply helpful? Yes No

‎04-29-2020 09:48 AM

HP Recommended

This is a Trio 8800 running 5.9.3.7982

MAC: 6416.7F29.B643

Powered via PoE.

Ethernet Cable supplying PoE has been certified and tested with a Fluke Cable Tester.

 

The phone is registered to a Broadsoft Server.

Polycom Noiseblock feature has been disabled.

 

Every other day the phone mutes  itself in the middle of a call and i've seen at least 2 other posts in the forum mentioning this issue.

 

 

Was this reply helpful? Yes No

‎04-29-2020 10:03 AM

HP Recommended

Hello @techwhisperer ,

 

Our records show the unit was sold back in 19/10/2017 via INGRAM MICRO.

 

Is this only now coming up as an issue? The unit is nearly 3 years old.

 

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: 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
Was this reply helpful? Yes No

‎04-29-2020 10:26 AM

HP Recommended

This is something that has surfaced since March 2020

Was this reply helpful? Yes No
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