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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
HP Recommended

Hello,

I am trying to accept a call to our Trio 8800, and it rings, but the "Answer" or "decline" button does not appear? I tried to call out on the Trio and I get "Service Unavailable". The software on the Trio is 5.4.3.2400

Please advise.

 

Regards,

Victoria

5 REPLIES 5
HP Recommended

Also, I have tried a factory reset and this did not help. We are connected PoE.

HP Recommended

Hello Victoria,

welcome to the Polycom Community.

 

It is of utter importance to always run the latest software so please update the Trio to a currently supported software version. At the time of writing this is UC Software 5.4.5.9188 Rev AC

 

In addition is this a SIP or a Skype for Business / LYNC setup?


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

Best Regards

Steffen Baier

Polycom Global Services

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
HP Recommended

Hi Steffen,

This is a SIP setup.  I am working on upgraded the firmware now. It just confuses me that I can see the calls coming in, there is just no way to answer them, as it does not give me the answer or decline options.

 

 

Regards,

Victoria

 

HP Recommended

Hello Victoria,

Did you ever solve your other issue => here <= ?

For your new issue the community's VoIP FAQ contains this post here:

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

Resolution: Please check => here <=


Get us some logs so we can look at this. And maybe also a backup of your configuration.

 

Export:

Utilities > Phone Backup & Restore > Phone Backup > Phone Backup

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

Best Regards

Steffen Baier

Polycom Global Services

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
HP Recommended

Hello Steffen,

 No, we were unsuccessful with our IP 6000, but I was able to figure out the problem on the Trio.

All I needed to do was change the Base Profile fron Lync to Generic. Now the answer and decline icon appear when the call comes in.

 

Regards,

Victoria

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