Polycom Trio 8800/Viusal

Occasional Advisor

Polycom Trio 8800/Viusal



This is what we have:

- Phone Version:

- Phone Model: RealPresence Trio 8800 / Visual+

- Call platform: Skype for Business Online ( Microsoft 365 Business Basic) - NOT WORKING

- MAC address is 64:16:7F:4F:C0:36


We have had problems with the Polycom system for a long time now. We even stopped using it because we couldn't connect through the SfB anymore. I know that support for SfB is over and that Microsoft is shutting down this app, but I'm not sure does this affects our system. In any case, the system is not working anymore, we can't sign in. When I connect it through the Teams Base profile, we don't have video support and that is not an option for us. I downgraded the software version to version because I read this article on community (https://community.polycom.com/t5/Microsoft-UC-Platforms/Poly-Trio-8800-SfB-to-Teams/m-p/116466).


"Only UC Software 5.9.5 is officially Microsoft certified so the Trio should only be running UC Software 5.9.5"


To put it in a simple way.

What do we need, to make Polycom work again (video and audio)? It doesn't have to be Microsoft, just interested in the options.


I hope that you can help us.




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Polycom Employee & Community Manager

Re: Polycom Trio 8800/Viusal

Hello @Mirko ,

Welcome back to the Poly community.

Over a year ago >here< we advised you on the next step. Did you ever follow this up?


Other volunteers are welcome to comment but official support can only be provided via the well-outlined methods.


Just to re-cap (as explained in multiple posts)


  • Using a Poly Trio 8800 or 8500 in Microsoft Teams mode disables the ability to pair to a Visual+/VisualPro
    The above is a day 1 behaviour and was never supported
  • Using a Poly Trio 8800 or 8500 in Microsoft Skype for Business mode with an On Premise Skype server enables the user to pair with a Visual+/VisualPro and make and receive Video Calls
  • The same was applicable for Office 365 / Skype for Business online. Our Partner Microsoft has since disabled Office 365 / Skype for Business online so any registration using Skype for Business is via the 3PIP gateway. This may no longer support video or at least does not support the Poly Trio 8500 / 8800

As you just state NOT WORKING or can't sign in and you have not provided any logs for us volunteers to look at we can only recommend the same as we did over a year ago.


You could work with a Poly reseller in your region to look at the Poly RealConnect Service if you want to use Teams.


There are other solutions out there and my personal advice is to work with a Poly reseller in your region.


In addition, you may want to look at our Trade-In offer to swap the Trio 8x00 against a Poly Trio C60 which is a certified device for Microsoft teams.

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
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