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The Poly Video Conferencing Knowledge Base is live! We look forward to helping you with common issues and troubleshooting advice!
HP Recommended

Dear Support,

I`m new to Polycom in which i Have G7500 with Eagel Eye Director 2 (EEDII) as a standalone with latest version and in Poly mode. Currently i don't have TC8 or a Trio device nor any RealConnect Service License.
I have two issues as stated below;
1- From the G7500, i can call Xxxx@teams.videoconference.Xxx.org successfully, but the screen connected to the G7500 shows only the remote Speaker. There are 7 remote participants calls the same link & get connecting to the meeting, but on the screen connected to the G7500 (the far Camera) doesn`t show the 7 remote participants at the same time, it shows only the one who is speaking.

2- The second issue is, the Poly G7500 cannot dial the domain (m.webex.com) at all, for example "Xxxx@m.webex.com ".
It shows "calls cannot be completed, Please check number" using SIP protocol & shows "call ended" directly using the H323 protocol.

What is needed to fulfill and solve the above issues?

Thanks in advance.

5 REPLIES 5
HP Recommended

Hi Alaa,

 

Welcome to the Poly Community.

 

You may use wireless mouse with G7500 to change layout in a teams call.

For WebEx calling check the encryption in G7500 . 

 

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

 

HP Recommended

Hello @Alaa ,

 

Welcome to the Poly Community.

 

As already outlined by my colleague @Poly_Rahul simply try a mouse as the system without a TC8 expects a TouchScreen to fully work.

 

For your 2nd issue please check Network > Primary Network > Lan Options > Domain Name and add a domain name. For example poly.com

 

For new posts, always include the currently used software version and what mode a Studio X / G7500 is in.


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

Best Regards

Steffen Baier

------------------------------------------------
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

@Poly Rahul, @SteffenBaierUK

Thanks for both of you.

Please informed that i already did what you have mentioned like changing the layout, adding the domain name & disabling the encryption. It seems is a matter of license like Real-presence for Microsoft Teams or others which i need to be sure.

Here you go the Teams Participant issue to make it clear & hope to get a solution;

I have Poly G7500 (version: 3.7.1-354025) which is connected to Eagel Eye Director 2 (EEDII) without an TC8 or a Trio device. It is a standalone device.

From the G7500 device, the address 34668xxxx@teams.videoconference.Xxx.org can be dialed successfully, but the screen connected to it shows only the remote Speaker.
There are 7 remote participants call the same above link & get connect to the meeting, but on the screen connected to the G7500 (the far Camera) doesn`t show the 7 remote participants at the same time, it shows only the one who is speaking.
Second issue as explained earlier which cannot be dial at all (@m.webex.com)

 

Thanks again for both of you & cooperation.

Regards,

HP Recommended

hi Rahul.

Please go through my detailed replay posted.

 

regards,

HP Recommended

Hello @Alaa ,

 

I would suggest you open a Poly support ticket so our support team can assist you and verify any additional needs.


Best Regards

Steffen Baier

------------------------------------------------
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
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.