Trio Visual Pro - Problems Dialing using a SIP PBX when paired with Group

[fabio.rigotto]

Hi Community,

We are experiencing two identical problems in the first two deployments using the Trio Visual Pro paired with the Group System.

When the Trio is paired with the Group we are able to place calls registerd in the DMA and using Zoom Accounts, but not when registered in a SIP PBX. We tried using two different SIP PBX for both cases.

Immediately after unpair the Group, the Trio places the call normally to all lines including the SIP PBX line, if we pair again the problem happens again.
We tried reseting both to factory and upgrading it but the problem happend again, both are working separated until we can solve this problem.

Trio: Current software version : 5.8.0.15024

Group: 6.2.0-440582

Best regards,

Fabio

[SteffenBaierUK · Accepted solution]

Hello @fabio.rigotto ,

welcome back to the Polycom Community.

Both the community's Must Read First and the community's FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:

• Provide the exact Software Version of your Phone
• Provide the Phone Model
• Provide the Call Platform (aka openSIP,Skype for Business Online, Skype for Business on Premise, Lync)
• Additional Polycom Infrastructure (RPRM,PDMS or BToE)
• If applicable provide a backup of the phone in question

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup. Please rename into .TXT or Zip the file to attach.
Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package

• If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
• If possible provide the MAC Address or Serial of the device
• Provide details for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details
• For questions around Support please check here

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Polycom to have an overview of the current software used. In addition providing all details at the same time allow us to check logs or look up a potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.

Is this a Hybrid registration or a single line ?

Did you check the Hybrid Guide >here< where it explains in example 2 how to disable the Video for the line ?

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

[fabio.rigotto]

Hi Steffen,

Thank you for the instructions, after diabling video in the Sip PBX line it worked fine.

It is a hybrid registration scenario.

Best regards,

Fabio

[SteffenBaierUK]

Hello @fabio.rigotto ,

Some or a couple of your old post(s) or reply(s) to them => here <= are still open / pending as you have not marked these as "Accept as a solution" or at least provided some form of feedback or answer.

If they are in this state nobody finding them via a community search will know if an answer or advice provided was useful and has maybe helped you.

Could you therefore kindly go over them and mark or answer as appropriate ?

If they are marked as "Accept as a solution" other users can find these easier and it helps them to utilise the community more efficiently. Please do not simply mark them without any type of feedback.

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