Hello @PollyTrioTroubleshooter ,
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It sounds like it could also be a firewall issue.
Making some assumptions about your environment. I'd assume S4B calls are connecting as a native S4B device therefore using Microsoft's audio/video and firewall traversal protocols. When you dial Teams you must be dialing a SIP call which uses openSIP standards. In theory you could test your unit by dialing a SIP video call into some other video platform and see if the same thing happens.
I'm also happy to dial one of my endpoints into a Teams call on your Tenant to verify that the setup was completed correctly.
In general it can also be helpful to check the Poly status portal to see if there are any on-going service issues: https://status.plcm.vc/
We will do some further testing to make sure the configuration for RealConnect bridging is correct.
Also, will need to make sure firmware is up to date. (If this does not help we need to check if it is something to do without or firewall settings.)
I´ll keep you updated.
Not sure how you got on with this or if you found a resolution? We had a small amount of success by lowering the MTU to the minimum 800 (Settings > Network > MTU). One to one calls were acceptable but we still had intermittent freezing on multiple user calls. Not the complete freeze as before but probably not releasable to the users.
After testing and going through the setup with our Trio 8500 a specialist from the company that imports Polycom to our vendor believed the realconnect service and the trial license might not be properly associated with our O365 tenant yet. The reason being that everything else in our configuration seemed to be as it should and when entering the VTC Conference ID (which is generated now as additional info to my Teams meeting invitations) it is said to be "invalid" by the service voice. And when I check the realconnect reports in the polycom cloud console it says "Meeting lookup unauthorized". So everything looked as it is supposed to look configuration-wise on our end. We are now checking with polycom support to make sure of this.
And basically now when we have clicked on the "join" button via the Trio 8500 calendar it has not actually been connecting via the realconnect service. It has been connecting through the fall-back method where the Trio is "reading the embedded Skype Meeting URL in the Teams invite" and "which leverages the SfBO registered line and traverses the 3PIP gateway into Teams which only support audio, hence the video problems." as described here in a comment reply from the blog writer Jeff Schertz: http://blog.schertz.name/2019/08/poly-trio-with-microsoft-teams/ )
This is the setup we have now tested. The "hybrid mode" from here "Poly Trio with Microsoft Teams":
I also checked an confimed that when the Trio 8500 is configured in the the basic "Skype For Business" -mode (without any additional configuration after factory reset) I am able to join a Teams meeting through the device with the exact same video problems in Teams meetings. Audio seems to work pretty well in the "SFB" mode. (so the Teams video seems to indeed work to some extent, but nowhere usable)