Call cannot be completed HDX 8000

[Anonymous]

Hello,
We have a Polycom HDX 8000. When we make IP to IP calls they are successful.
On 2 recent occasions we’ve been asked if our Polycom was capable of making a SIP call, could we dial into their bridge I assumed. We’ve successfully dialed into a bridge before, being given and IP address to dial plus a meeting ID.

This time we received the error:
Your call could not be completed because the call was routed through an intermediate network that does not service the far site. Contact your network administrator for assistance.

I’ve used the diagnostic tool from the Polycom Web console to ping the address they gave, and the results are:
H.323 is reachable.
SIP is reachable.
Ping failed.

I believe we have the proper ports are forwarded on our firewall.
TCP 1720, 5060, 3230-3243
UDP 5060, 3230-3341

These settings have not been changed. Calls have been made successfully for about 1 year now.

As the IP to IP calls are working, is there anything else I can check on our end?
Would it be an issue on the other side?

If there is any other info I can provide please let me know.

Software Version: Release - 3.1.1.3-36019
Model: HDX 8000 HD

Screenshot of the network settings is attached.

Thanks in Advance,
Mitch

[Mike_v1]

Mitch,

As we can understand your HDX is behind firewall/NAT so you have to enable NAT Configuration to Auto or Manual. For more details please refer to Admin's Guide for HDX Systems -> Configuring the System for Use with a Firewall or NAT. Also use use the Community Search to find many usefull topics about "firewall" and "nat".