Trio 8800 Join Button "Number Not Recognized"

[Adam in DC]

Context:

Original Trio 8800 running perfectly in generic mode with SW 7.1.1.0731

• Line 1 - SIP
• Line 2 - Teams RealConnect Lobby
• Line 3 - Zoom Lobby
• Calendar Sync with 365 Natively - Join Button Perfect.

RMA'd because Bluetooth wouldn't turn on.  

Made complete backups of phone and all cfg settings. 

Poly supplier gets us a replacement superfast.  

Restore all settings from previous unit.  Register phone with CallTower - VOIP provider.  Dial out success.  7.1.1.0731 applied.  

Testing RealConnect.  Join Buttons are created.  But feature fails as the phone appears to only parse the first 7 numbers and complains that the number is not recognized.  However, the RealConnect lobby button works perfectly - and I can manually enter the VTC meeting code and join the meeting.

Without a working Join button - unit can't be put into production and can't return the unit with the bad bluetooth.  

Call with ScanSource is in progress and they will be reaching out to Poly Support. 

I am a complete novice with cfg files.  

So - I put the original 8800 back in service since it works - and the BlueTooth malfunction is a minor inconvenience.  Will continue to troubleshoot the replacement with ScanSource and Poly. 

Suggestions?

[Adam in DC · Accepted solution]

Vendor and I were able to figure out what happened - we think.

When I received the replacement 8800 - I restored the PBU file as expected.  But, and this was likely the error- I also restored all of the config files from the older unit as well.  This was unnecessary and likely the cause of the problem. 

Did a complete factory reset.  Restored ONLY the PBU file.  Join button worked.