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Polycom RealPresence Trio 8800 - Going into mute automatically in the middle of a call

techwhisperer
Occasional Visitor

Polycom RealPresence Trio 8800 - Going into mute automatically in the middle of a call

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.

 

Message 1 of 5
4 REPLIES 4
SteffenBaierUK
Polycom Employee & Community Manager

Re: Polycom RealPresence Trio 8800 - Going into mute automatically in the middle of a call

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

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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. All posts and words are my own & do not represent the views of Employer.

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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 5
techwhisperer
Occasional Visitor

Re: Polycom RealPresence Trio 8800 - Going into mute automatically in the middle of a call

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.

 

 

Message 3 of 5
SteffenBaierUK
Polycom Employee & Community Manager

Re: Polycom RealPresence Trio 8800 - Going into mute automatically in the middle of a call

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

----------------
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. All posts and words are my own & do not represent the views of Employer.

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

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 5
techwhisperer
Occasional Visitor

Re: Polycom RealPresence Trio 8800 - Going into mute automatically in the middle of a call

This is something that has surfaced since March 2020

Message 5 of 5