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Dial In Issue with lifesize EP

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Valued Contributor

Dial In Issue with lifesize EP

Hi All,

 

we have a one site with VBP enabled we are trying to get dial in from one of our external party which is on neeted mode,

 

We are having once the call connected we can see them but we are not able to hear them.

 

As per them they can make a call with out issue with other parties same as in mour case.

 

plese advise over the same.\

 

Regards

 

Yashpal

BR
Yash
Message 1 of 4
3 REPLIES 3
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Polycom Employee & Community Manager

Re: Dial In Issue with lifesize EP

Hello YashPal,

 

is this in relation to your previous post's => here < and => here <= ?

 

If yes can you please first follow up the advise given in the earlier posts?

 

Best Regards

 

Steffen Baier

 

 

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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.

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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 4
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Valued Contributor

Re: Dial In Issue with lifesize EP

  • Can any other non Polycom End Point or Polycom End Point call you successfully:-Yes

  • Did you verify that the Lifezsize is running a supported / interoperability tested Software Version?
    Please check the Release Notes => here <= and I would suggest to use at least HDX Software 3.0.4 or 3.0.5 if you require Support from Polycom:-yes

  • Is this a SIP or H.323 Call-H.323

  • Have you checked the HDX logs to check for any errors:-no error

  • Have you attempted a wireshark trace on a spanned port to verify / compare between a good call and a bad call:-no diffrence

  • Did your far end Partner contact their Support Organization and / or can they call any other Non Polycom Endpoints or the Polycom Test Sides:-yes

 

 

Regards

 

Yashpal

BR
Yash
Message 3 of 4
Highlighted
Polycom Employee & Community Manager

Re: Dial In Issue with lifesize EP

Hello YashPal,

 

In my previous replies I had already explained that if you require support you need to contact Polycom Support.

 

You have mentioned in other posts before you contacted Polycom but have so far failed to provide a Polycom Ticket number.

 

This is now the third post as far as I am aware dealing with the same issue.

 

Your above one worded answers do not provide sufficient information and do lack the details that was asked for.

 

Example 1: 

 

Did your far end Partner contact their Support Organization and / or can they call any other Non Polycom Endpoints or the Polycom Test Sides:-yes

 

Yes they can call other Polycom Endpoints or Yes they contacted their Support organization ?

 

Example 2:

 

Did you verify that the Lifezsize is running a supported / interoperability tested Software Version?
Please check the Release Notes => here <= and I would suggest to use at least HDX Software 3.0.4 or 3.0.5 if you require Support from Polycom:-yes

 

Yes you are running the HDX Software 3.0.4 or 3.0.5 or even 3.1 or yes they are running a supported Version of software?

 

Example 3:

 

Can any other non Polycom End Point or Polycom End Point call you successfully:-Yes

 

From a troubleshooting effort this is all very contradicted. 

 

  • You can call other Endpoints (Polycom or non Polycom) and other Endpoints can call you (Polycom or non Polycom)
  • They cannot call you
  • This would indicate that the problem is on their end and they need to involve their Support. 

 

Please follow this up with Polycom support as I may close any new post's covering the same issue.

 

Best Regards

 

Steffen Baier

----------------
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
Message 4 of 4