It is always useful to include the currently used software version of all devices involved as issues experienced may already be addressed in a newer release.
This also allows yourself and others to check against current software release notes.
You may want to utilize the CMA's build in Network sniffer to create a trace and try and troubleshoot the issue that way. Have a look => here <= for more details.
The next step would be to work with your Polycom reseller to get either them or Polycom support to look at the logs.
Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.
Polycom Global Services
---------------- The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.
Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels. Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's