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REALCONNECT call could not be completed - URGENT

Immobel Brussels
Occasional Advisor

REALCONNECT call could not be completed - URGENT

dear,

 

we are not able to initiate a call 

 

Call could not be completed on 

807811157@t.plcm.vc

 

i've tried the test 7357@test.plcm.vc and works fine!

 

Can you help me? 

Message 1 of 11
10 REPLIES 10
SteffenBaierUK
Polycom Employee & Community Manager

Re: REALCONNECT call could not be completed - URGENT

Hello @Immobel Brussels 

 

I am not aware of an issue and you can always check the service here https://status.plcm.vc/

 

Please contact our support team in the region

 

Best Regards

 

Steffen Baier

----------------
The title Poly 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. All posts and words are my own & do not represent the views of Employer.

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

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
Message 2 of 11
Immobel Brussels
Occasional Advisor

Re: REALCONNECT call could not be completed - URGENT

dear,

 

already tried to call POLYCOM Support in Germany, UK and France.

No body answering !

 

Who can i call???

when doing the test call, works fine, but not able to do whith 807811157@t.plcm.vc

 

Message 3 of 11
SteffenBaierUK
Polycom Employee & Community Manager

Re: REALCONNECT call could not be completed - URGENT

Hello @Immobel Brussels 

 

I contacted the T2 Manager to find out why there would nobody answering the phone.

 

I can see one ticket this morning for RealConnect Calls via H.323 not working when the DNS resolves to 104.214.224.168

 

Do you have the ability to set up a spanned port or Trace the call via the GroupSeries with Wireshark?

 

The numbers for support are:

 

Country Phone Numbers

EMEA

+44 1753 723020

United Kingdom

(0)800 41 00 14

France

(0)800 945 770

Germany

(0)800 9323 400

Russia

8800 1006414 and +7 495 213 1222

 

Best regards

 

Steffen Baier

----------------
The title Poly 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. All posts and words are my own & do not represent the views of Employer.

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

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
Message 4 of 11
Immobel Brussels
Occasional Advisor

Re: REALCONNECT call could not be completed - URGENT

thanks for your help Steffen.

 

i've tried also the direct call on 807811157@104.214.224.168

and also a meeting 807811157.1220193485@104.214.224.168

 

But both, " call could not be completed. Please check the number and try the call again"

 

i've found a local support number in belgium 

  • 0800 39202 (BE)

i'm trying to call them

Message 5 of 11
SteffenBaierUK
Polycom Employee & Community Manager

Re: REALCONNECT call could not be completed - URGENT

Hello @Immobel Brussels 

 

there is now an alert https://status.plcm.vc/

 

SteffenBaierUK_0-1629970475778.png

Please work with our support team on this

 

Best Regards

 

Steffen Baier

----------------
The title Poly 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. All posts and words are my own & do not represent the views of Employer.

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

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
Message 6 of 11
Immobel Brussels
Occasional Advisor

Re: REALCONNECT call could not be completed - URGENT

thanks Steffen.

 

i see the issue is global.

 

we will wait until resolution.

 

thanks for your help and have a nice day

Message 7 of 11
SteffenBaierUK
Polycom Employee & Community Manager

Re: REALCONNECT call could not be completed - URGENT

Hello @Immobel Brussels 

 

It's an Issue in EMEA. Can you dial SIP instead of H.323?

 

Best regards

 

Steffen Baier

----------------
The title Poly 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. All posts and words are my own & do not represent the views of Employer.

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

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
Message 8 of 11
Immobel Brussels
Occasional Advisor

Re: REALCONNECT call could not be completed - URGENT

No not able to SIP.

 

we can only use the h323.

 

 

Message 9 of 11
SteffenBaierUK
Polycom Employee & Community Manager

Re: REALCONNECT call could not be completed - URGENT

Hello @Immobel Brussels 

 

I believe we implemented a fix and are monitoring the situation. Can you check on your end?

 

Best Regards

 

Steffen Baier

----------------
The title Poly 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. All posts and words are my own & do not represent the views of Employer.

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

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
Message 10 of 11