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Frequent Advisor
Posts: 65
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RPG multiconference music

[ Edited ]

Hi,

You know that when an RPG is the first participant in a RMX VMR, the RPG put a music file to run until the next participant enter in the VMR.

One of our 5 RPG's, have the following proble: everytime it is the first participant, the music file alwas have some "pause/block/not sound" for about 2 seconds every 20-30 seconds.

All the rest of RPG's doesn't have this problem.

Can someone suggest some corrective actions?

Thank you in advance.

Polycom Employee & Community Manager
Posts: 12,519
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Re: RPG multiconference music

Hello ibucur,

welcome back to the Polycom Community.

A couple of questions:

 

  • Software Version of the RealPresence Group in question?
    is this always the same RealPresence Group?
  • Software Version of the RMX?
  • Could it be a Network issue and have you taken a wireshark trace during this happening?
  • H.323 or SIP

Have you contacted your Polycom reseller on this as you seem to have a lot of issues all at the same time.?

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

Best Regards

Steffen Baier

Polycom Global Services

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.
Frequent Advisor
Posts: 65
0

Re: RPG multiconference music

Hi Steffen

5.0.2. is the software of RPG

Always the same RPG

RMX version is 8.5.11

No wireshark trace until now

H323 calls

Thank you

Polycom Employee & Community Manager
Posts: 12,519
0

Re: RPG multiconference music

Hello ibucur,

again you are not providing much details.

 

Can you move this one GroupSeries to another network aka swap it and does the fault move?

 

Is this all on the same network?

 

You can provide more details but if you struggle to identify the root cause you need Polycom support.


In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you.

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

Best Regards

Steffen Baier

Polycom Global Services

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.
Frequent Advisor
Posts: 65
0

Re: RPG multiconference music

Hi Steffen,

Thanks for your response

Is a good idea to try to move the RPG in another location, but we are taking about hundred of km's away.

All the RPG are on the same internal network.

Frankly speaking I don't understand the part with "internet discounter".

I can provide the serial number of Polycom device with no problem, please detail if it can be shared in a public way or in a private message.

As I previously mentioned we are trying to resign the expired  support contract with local Polycom representatives.

Bets regards, 

Polycom Employee & Community Manager
Posts: 12,519
0

Re: RPG multiconference music

Hello ibucur,

I mainly cover the VoIP products the the Internet discounter reference in my signature is from there.

 

You can share the serial number either by replying here or sending me a personal message.

Best Regards

Steffen Baier

Polycom Global Services

Please be aware:

The purpose of these forums is to allow community members collaborate and help each other.
Questions posted here do not follow Polycom’s SLA guidelines.
If you require assistance from Polycom technical support, please open a
web service request or call us .

The above is necessary in order to track issue internally within Polycom.

You are welcome to post more questions or configuration or logs for other community members to look at but if your issue requires a fix via Polycom you must go via the official support structure.

Please ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

This forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Polycom employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and may be answered on weekends, bank holidays or personal holidays.
Respected Contributor
Posts: 253
0

Re: RPG multiconference music

If you mute the local microphone, do you still have the audio "cut out" ?

 

If there is no cutout of audio, this might indicate the microphone is pickup up too much audio (ambiant or speaker) and it's cutting down the audio to listen for someone speaking in the room.

 

Good luck,

 

Gary Miyakawa

Wanna' Test your H.323 System? (71.14.2.157 or 71.14.2.158)
cb157.miyakawa.us and cb158.miyakawa.us
www.miyakawa.us
Frequent Advisor
Posts: 65
0

Re: RPG multiconference music

Hi Gary

Thank you for the suggestion.

I'll trey and come with the results

Best regards,

Frequent Advisor
Posts: 65
0

Re: RPG multiconference music

Hi Gary

I verified and no matter if the microphone is on/off, or is a SIP/H323 call or 512/1024 kbps, the music is still with pauses

Best regards