I'm a new user. Please bear with me as I have quite a lot of doubts about voice.
Problem description as below:
-User is trying to dial out to "firstname.lastname@example.org", and error mssage come out (as attached).
-We have gatekeeper specified, and it shows registered (as attached).
- VCU model: RealPresence Group 500 (Verson: Release - 4.3.0-230161)
-VBP model: Polycom 5300LF2-E25 (Version: Version 11.2.13 )
-Tested DNS server is specified and working
Please let me know which logs from which device I should also attached in.
welcome to the Polycom Community.
This is a bit like asking how long is a piece of string.
This system or at least the software for is is very old so a couple of questions:
The VBP should be on 11.5.26 and the GroupSeries on 4.3.1 but most likely you need to call this in support to get them to look at the logs.
No Polycom Employees can try and help you as well.
Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.
Polycom Global Services
To answer your questions:
1) Has this worked before or is this only an issue that started lately ?
What has changed?
Ans: Dialing this endpoint (email@example.com) is first time. (as attached screenshot) There is no recent change in either VC or VBP.
2) Can you dial any other endpoints?
Ans: Yes. I'm able to dial other endpoints. (as attached screenshot)
3) Can the Cisco unit call the Polycom unit?
Ans: I will ask my colleague to inform the endpoint user to test. By the way, what information should we provide to the endpoint user in order for them to dial-in? Apologize as my concept for SIP, voice is very bad.