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As of August 29, 2022, HP Inc. completed the acquisition of Poly. For HP product support, please visit the HP Customer Support site.

Poly Trio - OpenSIP Integration

Trio 8500, Trio 8800, Trio C60

Escalation Requirements

Information Needed  

Detailed Problem Description

Example: Trio C60 will drop calls after an hour into the meeting. This issue only happens over the customer’s internal network. I have included a detailed description of the customers network environment, the date and times the issue started, as well as my troubleshooting steps to replicate the problem. I have tried factory resetting the phone. I have attached the Microsoft Snooper trace, phone configs, and phone logs.

Common Baseline Information

 

  • Identify the Microsoft platforms in use. E.g., Skype for Business 2015 CU 8, Skype Online/O365, Teams, Exchange on-prem,      Exchange Online, etc.
  • Is the issue experienced on incoming or outgoing call? Is the call internal or external?
  • Is the C60 paired with another device, such as the G7500 or a Studio X product?
  • Is the endpoint in a Conference Call (AVMCU or Bridge) or is it a point-to-point call?
  • Is Microsoft Sign-In performed with AD Credentials, PIN Authentication, or Web Sign-in?
  • How many phones experience this problem?
  • When did the problem start happening? What changed?
  • What Poly UCS software version are the phones running?
  • Have you tried updating software?
  • What steps can you provide to reproduce the issue? Please consider providing a video of the issue.
  • Please let us know how you are provisioning the phone: HTTP(S), FTP, TFTP, RPRM, PDMS-E, PDMS-SP, etc.

 

 

Files Needed  

Support Information

 

Packet Captures

Packet captures are essential in troubleshooting potential network-related issues. A packet capture should be taken from a port mirrored to the phone’s port, preferably using Wireshark in promiscuous mode.

Files to Include

 

  • The Export_all.cfg and backup (.pbu) config, e.g., [MAC_address]_TrioC60_05-11-2020_23-09.pbu.
  • UCS Application and System Log files. Poly support will provide additional guidance on fine tuning the necessary logs based on the problem description provided.

 

Date & Time of the incident

Note the time and date for each instance the issue was reproduced. The phone logs provided must correspond to these times and dates. Include any relevant IP addresses, Call-IDs, and account/registration addresses.

Serial Number Location