Frequently Asked Questions (FAQs) for the Polycom Software

  1. What do all the buttons do?
    1. Please check this document for a quick overview.
    2. Please check the full user guide for more information.
  2. I'm in a call and the presenter is showing a presentation. Can I make camera image bigger so I can see the people? Can I switch between the camera and presentation videos? 
    1. Yes. Double-click the camera image to make it bigger. Double-click the presentation to make it bigger.
  3. There is echo during the call (I can hear myself or the person(s) on the other side of the call can hear themselves).
    1. Please use a headset or conference mic. Your computer's built-in mic may have echo cancellation and the Polycom software has echo cancellation, but the most reliable solution is to use a headset or conference mic. Here are the recommended headset and mic models.
  4. The other side of the call can't hear me.
    1. Please make sure the correct microphone is selected in the Polycom software. During a call, click the settings button in the bottom left corner of the screen and select the correct mic.
    2. If this doesn't resolve the issue, quit and reopen the polycom software: On a Mac, click the Polycom RealPresence menu in the top left corner of the screen and select Quit. On a PC, click the icon in the top left corner of the Polycom window and select Exit. Reopen the Polycom software and the issue should go away.
    3. Contact us using the Submit a Ticket link on the right side of this page if you are still having an issue.
  5. How do I call someone else who is also using Polycom?
    1. Meeting room equipped with Polycom: All Middlebury College Polycom units have an alias.  This is a 6-digit number that you can dial to call that room. Enter the six digit number into the dial pad and press the Call button. For a specific room alias, please see this list. NOTE: The unit must be powered on and someone must be in the room to answer the call.  
    2. Polycom software: To call an instance of the Polycom software, contact the user you would like to call ahead of time and ask them for their extension.  Upon downloading the software to a device, you are assigned a 4-digit Polycom extension.  If you download the software on your laptop as well as an iPhone or another mobile device, you will have two separate extensions.  To find your extension, see step 8 on these instruction.  See step 9 for information on how to search for a Middlebury Polycom user in the Polycom directory.
    3. Polycom bridge room: To dial into a Polycom bridge room, contact the host of the meeting and ask them for the number of the bridge room.  The dialing convention is 71xxx#PIN with the x's representing the room ID.  Both the room ID and the PIN will be 4-digits.  
      1. If someone will be calling in who is not affiliated with the college (i.e. they haven't signed into the software with their Midd username and password or aren't calling from one of our units), they will need to dial 64.47.14.210##71xxx##PIN.  It's the same convention used for Midd users with the addition of the 64.47.14.210 IP address followed by two pound signs.  NOTE: Not all rooms have PINs -- the host meeting will be responsible for providing you with the correct number for the meeting.  
  6. How do I send content using Polycom?
    1. To send content using Polycom RealPresence software from your laptop, while in a call, click on the "share content" button at the bottom of the screen.  It looks like a small PowerPoint page.  When you click on this, it will open a menu on the right side of the screen.  You can choose to either share your entire screen or a specific application.
    2. To send content using an installed Polycom system, you will need to download the People + Content IP software.
      1. Mac download
      2. PC download
      3. Once the download has finished, double click on it to install the program on your computer
      4. Once the program is installed, open it and type in the IP address of the unit you hope to send content to.  You can find the IP address at the bottom of the home screen of Polycom units while not in a call or by visiting the following link: go/videoip.