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Trio 8500 - Dialpad not registering

Frequent Advisor

Re: Trio 8500 - Dialpad not registering

Oops, I had some typos in the original code block (and for some reason, can't edit the original post).


Use this one instead.  We saw similar issues with GoToMeeting and certain other automated attendants with the Trio, and this was the fix.


<?xml version="1.0" encoding="UTF-8" standalone="yes"?>
Message 11 of 16
Occasional Advisor

Re: Trio 8500 - Dialpad not registering

Hi philliplyle,


Thanks for providing the update version of your code, but this still does not work. Our phone is still unable to detect the # key.


I am trying to connect to Google Meet and it fails to register the PIN number. Also, our VoIP provider is a service called Dialpad. I'm not sure how much this help because the issue appears to be the Polycom phone itself.

Message 12 of 16
Frequent Advisor

Re: Trio 8500 - Dialpad not registering

Try the other settings in the FAQ article


Try this first:


Then try these two:



Use the same format as my previous file.


Message 13 of 16
Polycom Employee & Community Manager

Re: Trio 8500 - Dialpad not registering

Hello @yungd,

welcome back to the Polycom Community.

As maybe already outlined please open a ticket.

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

End Customers are unable to open a ticket directly with Polycom support.

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you. This may not be who you purchased the Polycom device from.

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


I am currently on holiday so please wait for my return in case you need information on who to contact for 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


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 14 of 16
Occasional Visitor

Re: Trio 8500 - Dialpad not registering

Reading this thread helped me resolve my issue.  I exported the config of our Trio 8500 and added the line:




between the tags in the file.  Seems to be fine now with our BT conference service which requires a pin to authenticate once connected to the service

Message 15 of 16
Occasional Advisor

Re: Trio 8500 - Dialpad not registering

Hi Steffen,


Thank you for your feedback!


We have finally resolved this issue! Our VoIP provider kept on pushing there config down to our phone, so it always reverted the changes when we made a modification. To circumvent this, we had to null the values on the provisioning server fields and any other related fields, then had to include the following codes in the config file:





Message 16 of 16