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Polycom RealPresence Trio - Audio Problems

tk_luisdourado
Occasional Visitor

Polycom RealPresence Trio - Audio Problems

Hi.

 

I have a new Polycom RealPresence Trio to setup on my organization, but I have some problems.

 

I configured the iptables to opening 1720 (TCP and UDP), 5060 (TCP and UDP), 5061 (TCP and UDP), 3230:3243 (TCP), 3230:3285 (UDP), 2222:2269 (UDP) and 10000:32767 (UDP) ports for Polycom receive external calls.

 

When I try to call to Polycom from external networks, I can get the call and answer on Polycom (the call is established) but on

Polycom or external equipment (Polycom's mobile app or Windows software) can't hear.

 

I already sniffing the call packages with the wireshark and I see the communication between devices on the ports that already opened.


Anyone can help me with this?

 

Thank you.

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

Re: Polycom RealPresence Trio - Audio Problems

Hello tk_luisdourado,

welcome to the Polycom Community.

It is always useful to include the currently used UC Software version as issues experienced may already be addressed in a newer release.

Please also include if you are using a SIP server or a LYNC / Skype for Businessserver

This also allows yourself and others to check against current software release notes.

The above is also stated in the "Read First"

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

----------------
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 2 of 4
tk_luisdourado
Occasional Visitor

Re: Polycom RealPresence Trio - Audio Problems

SteffenBaierUK sorry about the miss information.

 

I don't use any SIP account, I've tried through trial Polycom RealPresence account that I created on the Polycom RealPresence Desktop software.

 

This is the info that you asked:

Application -> Main

Label: SIP

Version: 5.4.0.12197

 

Application -> Components

Label: PolyDSP Merlyn ARM9 Mem1 FS1

Version: 8.0.4.1016

 

Phone:

Model: RealPresence Trio 8800

Assembly: 3111-65290-001 Rev:A

S/N: 0004F2FD060A

BootBlock: 3.0.5.006 (65290-001)

BootL1: Unknow

Updater: 5.4.0.12197

Message 3 of 4
SteffenBaierUK
Polycom Employee & Community Manager

Re: Polycom RealPresence Trio - Audio Problems

Hello tk_luisdourado,

Your first task should be to upgrade to a currently supported version which at present is UC Software 5.4.3

 

You can do this via the Web Interface or the 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 <=

 

In addition you may want to check this here:

 

Jan 19, 2012 Question: How to troubleshoot Polycom VoIP related Issues?

Resolution: Please check => here <=

 

Obviously the SIP Signalling (5060) ports and then the negotiated RTP ports need to be able to pass any firewall.

 

I am not sure what other devices apart from the Real Presence Desktop app you are using but a local PC Firewall may block this to.

 

The RealPresence Trio8800 itself was sold via VIDENDA DISTRIBUTION LIMITED back in 29/01/2016 so you may want to work with them on First Level Support before escalating via them to Polycom support.

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

----------------
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 4