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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
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‎06-01-2016 07:18 AM

HP Recommended

Hi.

 

I have a new Polycom RealPresence Trio to setup on my organization, but I have some problems.

 

I configured the iptables to opening 1720 (TCP and UDP), 5060 (TCP and UDP), 5061 (TCP and UDP), 3230:3243 (TCP), 3230:3285 (UDP), 2222:2269 (UDP) and 10000:32767 (UDP) ports for Polycom receive external calls.

 

When I try to call to Polycom from external networks, I can get the call and answer on Polycom (the call is established) but on

Polycom or external equipment (Polycom's mobile app or Windows software) can't hear.

 

I already sniffing the call packages with the wireshark and I see the communication between devices on the ports that already opened.


Anyone can help me with this?

 

Thank you.

3 REPLIES 3

‎06-01-2016 08:21 AM

HP Recommended

Hello tk_luisdourado,

welcome to the Polycom Community.

It is always useful to include the currently used UC Software version as issues experienced may already be addressed in a newer release.

Please also include if you are using a SIP server or a LYNC / Skype for Businessserver

This also allows yourself and others to check against current software release notes.

The above is also stated in the "Read First"

Therefore the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP UC Software Version or the BootROM Version of my Phone?
Resolution: Please check here

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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
Was this reply helpful? Yes No

‎06-01-2016 08:44 AM

HP Recommended

SteffenBaierUK sorry about the miss information.

 

I don't use any SIP account, I've tried through trial Polycom RealPresence account that I created on the Polycom RealPresence Desktop software.

 

This is the info that you asked:

Application -> Main

Label: SIP

Version: 5.4.0.12197

 

Application -> Components

Label: PolyDSP Merlyn ARM9 Mem1 FS1

Version: 8.0.4.1016

 

Phone:

Model: RealPresence Trio 8800

Assembly: 3111-65290-001 Rev:A

S/N: 0004F2FD060A

BootBlock: 3.0.5.006 (65290-001)

BootL1: Unknow

Updater: 5.4.0.12197

Was this reply helpful? Yes No

‎06-02-2016 08:08 AM

HP Recommended

Hello tk_luisdourado,

Your first task should be to upgrade to a currently supported version which at present is UC Software 5.4.3

 

You can do this via the Web Interface or the VoIP FAQ contains this post here:

 

Oct 7, 2011 Question: How can I setup my Phone / Provisioning / Download / Upgrade / Update / Downgrade Software?
Resolution: Please check => here <=

 

In addition you may want to check this here:

 

Jan 19, 2012 Question: How to troubleshoot Polycom VoIP related Issues?

Resolution: Please check => here <=

 

Obviously the SIP Signalling (5060) ports and then the negotiated RTP ports need to be able to pass any firewall.

 

I am not sure what other devices apart from the Real Presence Desktop app you are using but a local PC Firewall may block this to.

 

The RealPresence Trio8800 itself was sold via VIDENDA DISTRIBUTION LIMITED back in 29/01/2016 so you may want to work with them on First Level Support before escalating via them to Polycom support.

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

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
Was this reply helpful? Yes No
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