M100 issue-can place outgoing calls, but incoming calls do not work.

[Anonymous]

I'm pretty certain this is a configuration/firewall issue, but I'm kind of stumped at this point.  I work for the AV department of a higher education institution. Last year, we set up M100 software on a laptop for an member of our administration; it's worked fine, for them.  The issue I've run into has come up, because I've been trying to demo this for another department; it would be an extremely cost effective solution for them, for the conferencing scenario they are looking at. 

Unfortunately, after I recommended this software, I found out that it's only been used for outgoing calls, so far, not incoming; so I need to figure out how to get this to work.  I've been trying for a few weeks, without much success.  Outgoing calls work fine, no problem; but incoming calls, from outside our network, simply do not register.  No notification, no anything.

I'm not a conferencing expert, but I have troubleshot other hardware units we have had, before.  In these cases, it's been a firewall/network issue.  But the steps I took with those haven't worked with the M100 software/laptop.  It definitely does have an IP assigned to it, is registered to the network, and I've been assured that the campus firewall has an exception made for this unit, in this location.  But no change.  I can't find anything in the documentation about additional steps that can be taken, and I'm just stumped on what other step I can take.  And, in my experience, we really do need the ability to send/receive calls; I've just run into issues too many times, when dealing with other conference users. 

If anyone has any ideas, resources, or tips I could try, I would really appreciate it.  Like I said, I'm definitely no expert on this.  Thanks.

[SteffenBaierUK]

Hello tcau,

welcome to the Polycom Community.

A good starting point for our products are always the release notes or if applicable the Admin guides.

These documents usually list the relevant ports and protocols that need to be opened in a firewall. Your IT department should easily be able to identify these and make the relevant changes.

In order to prove them "wrong" you can always install wireshark on the PC and run a trace once a call should come in and check the traffic from the outbound caller.

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