Trio 8500 - Dial pad missing, Microsoft Teams

[Anonymous]

Hello,

the dial pad field is missing if we use Microsoft Teams on the Trio 8500 (Firmware 7.0.1.1144).

So no external calls are possible at the moment.

I ask for assistance or a tip.

Thank you very much.

Kind regards

Patrick

[SteffenBaierUK]

Hello @solutec-pa ,

Welcome to the Poly Community.

You should be using 7.0.3 for any Teams related deployments and the phone display no dial-pad may be down to the account. I suggest you include our Partner Microsoft to troubleshoot this.

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

Best Regards

Steffen Baier

[rgsteele1]

As SteffenBaierUK suggests, you should check that the account being used to sign in to the Trio has a Phone System license. (This license is included in the Meeting Room subscription which would typically be used for this type of account).

Please note however that Microsoft has ended support for Teams on the Poly Trio 8500, per https://admin.microsoft.com/?ref=MessageCenter/:/messages/MC236489.

[Anonymous]

Thank you for your anwers, I updated the firmware and checked the license:

Microsoft Teams Rooms Standardis active

https://docs.microsoft.com/en-us/microsoftteams/rooms/rooms-licensing

The dial pad is still missing.

Could it be that the dial pad is missing because of the end of support life from Microsoft for the Trio 8500?

Thank you!

[SteffenBaierUK]

Hello @solutec-pa ,

Welcome back to the Poly Community.

As the Teams application running on our phone is provided by our partner Microsoft and the service is hosted by Microsoft only they can answer this accurately.

I would suggest you open a support ticket with them and then come back and update the community with the result.

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

Best Regards

Steffen Baier

[Anonymous]

Do you have a link where I can submit a support ticket to Microsoft?

Thank you!

[SteffenBaierUK]

Hello @solutec-pa ,

From our FAQ:

July 31. 2019 Question: How can I report Issues with Teams running on a Poly phone in Native Teams mode?

Resolution: Please collect the Logs as shown => here <=  and submit them to our Partner Microsoft. You will need to work with Microsoft for this via the explained method >here<.

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

Best Regards

Steffen Baier

[Anonymous]

Proud to say I figured this out after searching the internet, doing some testing, and non-stop troubleshooting.  For the Polycom Trio 8800, even though it has a "Teams" profile and Polycom considers it to be Teams Certified, it's not.  The Teams profile functionality will work as a Teams user with most Teams functionality, except you will NOT be able to make outgoing PSTN calls and you will not have a dial pad.  The only way to make this possible is to reformat the phone with a GENERIC profile (not Teams) and follow Microsoft's documentation for setting up a common area SIP phone.  It takes away the Teams app and features with it, but it turns the Trio into a standard phone that allows incoming and outgoing PSTN calls. https://docs.microsoft.com/en-us/microsoftteams/sip-gateway-configure#provision-and-enroll-sip-devic...

[SteffenBaierUK]

Hello @Leicham ,

Welcome to the Poly Community.

Thanks for the write-up but here are some corrections and education here from our Skype/Microsoft FAQ

Facts around Trio 8500 or 8800 and Microsoft Teams compatibility:

Nov 04, 2021 Question: Are Poly Trio 8800 and 8500 supported to be used with Microsoft Teams?

Resolution: As explained >here< the Trio 8800 and 8500 are no longer supported as a Microsoft Teams device since 31/10/2021.
The Microsoft Teams App included in any current Poly UC Software build for Trio 8800 and 8500 is 1449/1.0.94.2020051601

In addition please check this article:

Apr 19, 2022 Question: Can I use compatible Poly SIP phones with the new Microsoft SIP Gateway?

Resolution: More details >here< and please be aware this is not the Microsoft 3PIP gateway using compatible Poly Phones using the Skype for Business Base Profile

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

Best Regards

Steffen Baier