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HP Recommended

Hello,

 

calls from or to our RPG500 System to or from other Polycom systems work fine, but when I call our system from a Realpresence Desktop device there is a calling signal on the RPG and when I answer this call the tone signal is still there, but the connection is not established. Video or audio data is not transfered.

 

I checked our firewall and there are not blocked packets. So communication is possible, but answering call is not possible.

 

Thanks in advance,

 

Frank Grote

 

 

2 REPLIES 2
HP Recommended

Assuming all video is up to date with their software.

 

What happens when you attempt to make a call from the RPDesktop to the GS 500 when they are both on the same subnet?

HP Recommended

If I understand what you're experiencing correctly:

RealPresence Desktop is calling Group 500 and you answer the call but the Group 500 continues to ring and the call never connects with audio and video.  Is that correct?

 

If that's the case, call signaling is establishing correctly (that is, either H.225.0 or SIP signaling is connecting as expected - depending on whether you are trying to connect an H.323 call or a SIP call) but the call is not fully connected.  If you're attempting to connect an H.323 call, this means that H.225.0 (call signalling) is connecting but H.245 is failing somewhere.

 

In H.323, after H.225.0 connects, a new TCP connection needs to be established for H.245 before media can be established, and the fact that the system continues to ring is typically a sign that either (1) the TCP connection cannot be estbalished to start H.245 communication due to a possible firewall or NAT issue, or (2) the TCP connection for H.245 was sucessfully established but something failed during capability exchange that logical channes (which are the channels established before audio and vidoe can be transmitted) could not be established for some reason.

 

You're probably better off to get a set of logs from both the H.323 Trace-enabled Group 500 and RealPresence Desktop and have Polycom look at it.  They should be able to determine (at least) which failure scenario it is from these two sets of data.

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