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RealPresence Group 500 Dial-Out Error

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Occasional Contributor

RealPresence Group 500 Dial-Out Error

Hi,

 

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 "xxxx@meet.ciscospark.com", 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.

 

Thanks!

 

 

 

 

 

 

3 REPLIES 3
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Polycom Employee & Community Manager

Re: RealPresence Group 500 Dial-Out Error

Hello @Emya,

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:

 

  • Has this worked before or is this only an issue that started lately ?
    What has changed?

  • Can you dial any other endpoints?

  • Can the Cisco unit call the Polycom unit?

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.

Best Regards

Steffen Baier

Polycom Global Services

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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
Occasional Contributor

Re: RealPresence Group 500 Dial-Out Error

Hi Steffen,

 

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 (xxx@meet.ciscospark.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.

 

Thanks.

 

Emya Tan

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Occasional Contributor

Re: RealPresence Group 500 Dial-Out Error

Hopefully I can get some advice from anyone who has this issue before.

 

Thanks.

Message 4 of 4