Display Count Provided at Start of SIP Call to PEXIP Interop Service is Incorrect

[sdg5447]

Hello,

We are using PEXIP's interop service to facilitate SIP dialing to Teams and Zoom calls from our Trio 8800's, which are either paired with Visual Pro or Visual+ units.

Our issue is that, on PEXIP/Teams Interop SIP calls, shared content is being displayed only on the primary screen, rather than being broken out to the secondary screen. PEXIP is telling us that this is because they are getting a display count of 1 at the meeting's inception.  I'm pasting the information that PEXIP is getting from us below, obscuring our private details.

How could we ensure that the display count being sent to PEXIP at the inception of the call is correct (i.e. 2)?

Our Poly Trios are running 7.2.8.0031, and our Visual Pros are running 6.1.9-500016. If necessary, I can get the Visual+ OS versions. If you need any further detail about our setup, please let me know.  This is a strange one, as the RealConnect Interop Service and the Zoom SIP Interop both do not have this problem.

2024-06-04 14:39:52.210 
{"id":["rsyslog","pexip"],"d":"","s":6,"t":1717511992210000000,"m":{"Service-Tag":"teams:r=1166160126;d=foo.onpexip.com;c=05cb0077-346c-4f75-b6da-2695cc1b57e9;f=bar@foo.onpexip.com","Display-Count":"1","Conversation-Id":"eb22bf1f-3bfb-4fc1-8921-5d3a0934baa6","ConferenceAlias":"sip:0gw-teams-foo.onpexip.com-1166160126@osl.az.pexip.me","Participant":"sip:bar@foo.onpexip.com","Signaling-Node":"172.21.42.46","Remote-Address":"91.240.204.18 [91.240.204.18]","Location":"AMS","Message":"Participant has joined.","Vendor":"PolycomRealPresenceTrio-Trio_8800-UA/7.2.2.1094_64167fddb727","Direction":"in","Conference":"bar@foo.onpexip.com to 1166160126 (d8b0cfb5-8053-4994-b6ad-7e35b9492e0b):697cecf7-1b9b-45d9-b743-14ec224ff886","Participant-Id":"697cecf7-1b9b-45d9-b743-14ec224ff886","Level":"INFO","Conference-ID":"b281e9f1-798d-4215-bdbb-eaaeb7baf5c4","source_host":"pi8-ams-wrk5","Protocol":"SIP","Service-Type":"gateway","proto":"rsyslog","Signaling-Location":"AMS","Call-Id":"06c7031037e2787d76766bb34cddb727","Media-Node":"172.21.42.50","DisplayName":"foo bar Meeting Room","Name":"administrator.conference","Licenses":"1","IdPAuthenticated":"False","Timestamp":"2024-06-04 14:39:52,210"},"h":"amg-rsyslog1.int.videxio.net"}

[SteffenBaierUK]

Hello @sdg5447 ,

Your post was marked as Spam and had to be manually released.

This is usually an automated process based on some content of the post or a manual process when Community rules are violated.

Other volunteers may reply but if you need urgent help please work with our support organization in your region. Details on how to contact us are in my signature

Most likely PexIP would need to work with our developers if other services like RealConnect or Zoom work fine.

Best regards

Steffen Baier

[sdg5447]

Thanks Steffen, we're already working with Pexip but they have not been able to figure it out. If you have any clues, please let me know; hopefully someone from the community will know something if you don't.

[SteffenBaierUK]

Hello @sdg5447 

PexIP has their ways into Poly so you can either leave this the "natural" way or try and open a ticket with HP Poly support if your unit is still in contract or if the PexIP solution came via Poly.

We are all just volunteers here so either wait until someone else replies or follow the above.

Best regards

Steffen Baier