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RPG multiconference music

ibucur
Frequent Advisor

RPG multiconference music

Hi,

You know that when an RPG is the first participant in a RMX VMR, the RPG put a music file to run until the next participant enter in the VMR.

One of our 5 RPG's, have the following proble: everytime it is the first participant, the music file alwas have some "pause/block/not sound" for about 2 seconds every 20-30 seconds.

All the rest of RPG's doesn't have this problem.

Can someone suggest some corrective actions?

Thank you in advance.

Message 1 of 9
8 REPLIES 8
SteffenBaierUK
Polycom Employee & Community Manager

Re: RPG multiconference music

Hello ibucur,

welcome back to the Polycom Community.

A couple of questions:

 

  • Software Version of the RealPresence Group in question?
    is this always the same RealPresence Group?
  • Software Version of the RMX?
  • Could it be a Network issue and have you taken a wireshark trace during this happening?
  • H.323 or SIP

Have you contacted your Polycom reseller on this as you seem to have a lot of issues all at the same time.?

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

----------------
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. 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 9
ibucur
Frequent Advisor

Re: RPG multiconference music

Hi Steffen

5.0.2. is the software of RPG

Always the same RPG

RMX version is 8.5.11

No wireshark trace until now

H323 calls

Thank you

Message 3 of 9
SteffenBaierUK
Polycom Employee & Community Manager

Re: RPG multiconference music

Hello ibucur,

again you are not providing much details.

 

Can you move this one GroupSeries to another network aka swap it and does the fault move?

 

Is this all on the same network?

 

You can provide more details but if you struggle to identify the root cause you need Polycom support.


In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

If this is some sort of an Internet discounter please post either your phone's MAC address or your Polycom devices serial so I can look up who would be able to support you.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

----------------
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. 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 9
ibucur
Frequent Advisor

Re: RPG multiconference music

Hi Steffen,

Thanks for your response

Is a good idea to try to move the RPG in another location, but we are taking about hundred of km's away.

All the RPG are on the same internal network.

Frankly speaking I don't understand the part with "internet discounter".

I can provide the serial number of Polycom device with no problem, please detail if it can be shared in a public way or in a private message.

As I previously mentioned we are trying to resign the expired  support contract with local Polycom representatives.

Bets regards, 

Message 5 of 9
SteffenBaierUK
Polycom Employee & Community Manager

Re: RPG multiconference music

Hello ibucur,

I mainly cover the VoIP products the the Internet discounter reference in my signature is from there.

 

You can share the serial number either by replying here or sending me a personal message.

Best Regards

Steffen Baier

Polycom Global Services

----------------
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. 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 9
GaryMiyakawa
Respected Contributor

Re: RPG multiconference music

If you mute the local microphone, do you still have the audio "cut out" ?

 

If there is no cutout of audio, this might indicate the microphone is pickup up too much audio (ambiant or speaker) and it's cutting down the audio to listen for someone speaking in the room.

 

Good luck,

 

Gary Miyakawa

Wanna' Test your H.323 System? (71.14.2.157 or 71.14.2.158)
cb157.miyakawa.us and cb158.miyakawa.us
www.miyakawa.us
www.codecsidekick.com
Message 7 of 9
ibucur
Frequent Advisor

Re: RPG multiconference music

Hi Gary

Thank you for the suggestion.

I'll trey and come with the results

Best regards,

Message 8 of 9
ibucur
Frequent Advisor

Re: RPG multiconference music

Hi Gary

I verified and no matter if the microphone is on/off, or is a SIP/H323 call or 512/1024 kbps, the music is still with pauses

Best regards

Message 9 of 9