G7500 Temas issue & can`t call m.webex at all

[Alaa]

Dear Support,

I`m new to Polycom in which i Have G7500 with Eagel Eye Director 2 (EEDII) as a standalone with latest version and in Poly mode. Currently i don't have TC8 or a Trio device nor any RealConnect Service License.
I have two issues as stated below;
1- From the G7500, i can call Xxxx@teams.videoconference.Xxx.org successfully, but the screen connected to the G7500 shows only the remote Speaker. There are 7 remote participants calls the same link & get connecting to the meeting, but on the screen connected to the G7500 (the far Camera) doesn`t show the 7 remote participants at the same time, it shows only the one who is speaking.

2- The second issue is, the Poly G7500 cannot dial the domain (m.webex.com) at all, for example "Xxxx@m.webex.com ".
It shows "calls cannot be completed, Please check number" using SIP protocol & shows "call ended" directly using the H323 protocol.

What is needed to fulfill and solve the above issues?

Thanks in advance.

[Poly Rahul]

Hi Alaa,

Welcome to the Poly Community.

You may use wireless mouse with G7500 to change layout in a teams call.

For WebEx calling check the encryption in G7500 . 

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

[SteffenBaierUK]

Hello @Alaa ,

Welcome to the Poly Community.

As already outlined by my colleague @Poly Rahul simply try a mouse as the system without a TC8 expects a TouchScreen to fully work.

For your 2nd issue please check Network > Primary Network > Lan Options > Domain Name and add a domain name. For example poly.com

For new posts, always include the currently used software version and what mode a Studio X / G7500 is in.

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

Best Regards

Steffen Baier

[Alaa]

@Poly Rahul, @SteffenBaierUK

Thanks for both of you.

Please informed that i already did what you have mentioned like changing the layout, adding the domain name & disabling the encryption. It seems is a matter of license like Real-presence for Microsoft Teams or others which i need to be sure.

Here you go the Teams Participant issue to make it clear & hope to get a solution;

I have Poly G7500 (version: 3.7.1-354025) which is connected to Eagel Eye Director 2 (EEDII) without an TC8 or a Trio device. It is a standalone device.

From the G7500 device, the address 34668xxxx@teams.videoconference.Xxx.org can be dialed successfully, but the screen connected to it shows only the remote Speaker.
There are 7 remote participants call the same above link & get connect to the meeting, but on the screen connected to the G7500 (the far Camera) doesn`t show the 7 remote participants at the same time, it shows only the one who is speaking.
Second issue as explained earlier which cannot be dial at all (@m.webex.com)

Thanks again for both of you & cooperation.

Regards,

[Alaa]

hi Rahul.

Please go through my detailed replay posted.

regards,

[SteffenBaierUK]

Hello @Alaa ,

I would suggest you open a Poly support ticket so our support team can assist you and verify any additional needs.

Best Regards

Steffen Baier