Plantronics + Polycom. Now together as Poly Logo

Trio - IVR disables video

Highlighted
Occasional Visitor

Trio - IVR disables video

When I dial a number with the Trio 8800 and there is a IVR (welcome message+dial code to enter) taking more than a few seconds before you receive the video stream, the Trio thinks the remote do not have any video and disables it for the rest of the call.

If I dial a number with IVR which I quickly finish within seconds, the Trio enable video in the call.

 

There seems to be a timeout during initial call setup before the Trio enables video.

Is there a way to disable or increase this timeout ?

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

Re: Trio - IVR disables video

Hello @Jay123 ,

 

Welcome to the Poly Community.

Both the communities Must Read First and the FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:

 

  • Provide the exact Software Version of your Phone
  • Provide the Phone Model
  • Provide the Call Platform (aka openSIP,Teams, Skype for Business Online, Skype for Business on Premise, Lync, Zoom, BlueJeans and/or Hybrid Registration)
  • Provide details if UC / SIP or ObiEdition
  • Additional Poly Infrastructure (RPRM,PDMS or BToE)
  • If applicable provide a backup of the phone in question

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup. Please rename into .TXT or Zip the file to attach.
Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package

  • If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
  • If possible provide the MAC Address or Serial of the device
  • Provide details for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details
  • For questions around Support please check here

 

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Poly to have an overview of the current software used. In addition, providing all details at the same time allow us to check logs or look up potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.


Please ensure you always check all the FAQ's and/or utilize the community search before posting any new topics or follow up posts.

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 2 of 4
Highlighted
Occasional Visitor

Re: Trio - IVR disables video

UC Software Version5.9.1.11135

Phone model: Trio 8800 with Trio visual+

Call platform: Generic SIP (interop standard)

 

This is a new setup

Message 3 of 4
Highlighted
Polycom Employee & Community Manager

Re: Trio - IVR disables video

Hello @Jay123 ,


Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up posts.

 

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

Resolution: Please check => here <=

 

We most likely would need to see a backup and some logs. Please be aware that log analysis is not part of my own personal role within the community but other users can try and help.

 

The next step would be a ticket with your reseller. As you have not provided the Mac of the device in question we are unable to look up who this is.


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.

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: 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