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HDX 7000 Won't Answer Call

InTheCloud
Occasional Visitor

HDX 7000 Won't Answer Call

 

We have a HDX 7000 system and are located in the US. One of the customers we conference with also has a HDX 7000, they are located in another country. We have had several video conferences with them in the past (about once a month or so) with no problems.

 

This morning when we called their system it would ring about 4 times and then hang up with the message that the call was disconnected. When they called us the system would ring but we were unable to answer the call. 

 

No changes have been made to the video system on our side or to our firewall since the last video conference (which went without a problem). Neither side has someone well versed in this system. Does anyone have any thoughts on what to look for?

 

Thanks.

Message 1 of 2
1 REPLY 1
Kendo
Polycom Employee

Re: HDX 7000 Won't Answer Call

First thing is to do some testing on your side.  Can you make calls to sites other than the one you mentioned?

 

If yes and the route is through your firewall then you should be OK.

 

Also if you need to be registered to a Gatekeeper there may be something going on there.

 

From your description I would assume there is something going on at their end. 

 

make some test calls to other sites to be sure.

 

Contact Polycom Support:

http://support.polycom.com/PolycomService/support/us/support/Contact_Us.html

 

Video Test Numbers:

http://support.polycom.com/PolycomService/support/us/support/documentation/video_test_numbers.html

 

 

Ken
Polycom
Sr. Product Support Technician
Message 2 of 2