How to Dial an IP Address on Poly Trio 8800 Visual Pro and No contacts showing on Trio 8800 SfB

Occasional Advisor

How to Dial an IP Address on Poly Trio 8800 Visual Pro and No contacts showing on Trio 8800 SfB

Hello Community,

I need your assistance to solve some issues I'm facing. A customer of mine has a visualpro system that I recently realised that we are unable to directly dial an IP address through the trio 8800 dialer. How can we enter an IP address or URI in the Trio 8800 dialer?


Also, I'm unable to search for contacts, with the phone displaying "no contacts" even though the phone has successfully logged into SfB. Aren't my SfB contacts supposed to sync with the phone after successful logging in? There is an occasional warning that pops up showing "Failed to contact exchange services". What could be the cause for this and how can both issues be resolved?


Kindly find below system details

RPG 500 software version - 6.2.2

RPG 500 Serial Number - 8G180248C330CV


Poly Trio 8800 software version - 5.7.1 Rev AB

Poly Trio 8800 Serial Number - 64167F4FED3F

NB - Trio has hybrid registration, SfB on line 1, OpenSIP on line 2

Message 1 of 2
Polycom Employee & Community Manager

Re: How to Dial an IP Address on Poly Trio 8800 Visual Pro and No contacts showing on Trio 8800 SfB

Hello @rattuq ,


Welcome back to the Poly Community.

First of all you Trio is not running a currently supported software. You should be running UC Software 5.9.1 AC


In regards to IP address dialling you would simply select the SIP line and then switch the keyboard to numeric and dial.


The next step would be to utilize this section here:


Jan 17, 2017 Question: How can I troubleshoot simple Skype for Business, Office365 or Teams issues?

Resolution: Have a look => here <=


If this still fails and no other member of the community has anything to add then please open a ticket.

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.

WESTCON GROUP EUROPEAN OPERATIONS LIMITED sold this unit back in 09/11/2018

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier


If official support is required please check how to phone or open a case here

The title Poly 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 2