Polycom realpresnse group 500 error "The far site is busy. Try the call again later."

[Benyamtad]

Hello, 

Recently my Polycom realpresnse group 500 keeps giving me this error message "The far site is busy. Try the call again later."  Does anyone know how to fix it. 

I have tried everything going as far as factory resetting the device but nothing seems to work. 

[SteffenBaierUK]

Hello @Benyamtad ,

Welcome to the HP community.

Unfortunately, your post does not contain the currently used Software version for the HP Poly product you use. In addition, we do not know what Service you are using and/or if this is an internal call or an external call.

This is important, especially in the future, when someone finds this post in days, months, or years.

Please do not simply edit the original post but reply with the versions.

In the specific Meeting Room Solutions FAQ or the Read 1st section, we remind users why this is important.

We have no idea if this is a new issue or if this ever worked. We also do not know if you are experienced enough to consider any network restrictions and firewalls etc. 

Best regards

Steffen Baier

[Benyamtad]

Hi Steffen,

Yes the current version I'm using is 6.2.2.8-670021 and I use MS teams for making external calls.

[SteffenBaierUK]

Hello @Benyamtad 

the Poly GroupSeries is not Microsoft Teams certified aka it does not natively work with Microsoft Teams so some sort of service must be in between. Poly Real connect as an example.

Is this a new installation or an old one and did this problem only just start?

Again you have not answered all questions asked so I suggest you work with whoever is providing your service or contact our support team if there is any service contract in place.

The Video FAQ can be consulted for troubleshooting too.

Best regards

Steffen Baier

[Adam_In_DC2]

If you are on a Group Series 500 and you are making a Teams call - then you are likely using an interop system - like RealConnect or Pexip - since the 500 doesn't natively run Teams.  

You're going to want to find out which one it is.  Especially since RealConnect is being eliminated by HP.  One possibility - your RealConnect license has expired and they're no longer taking your calls. Maybe not, but it's possible.  

[Benyamtad]

Yes I do use poly RealConnect, do you know any replacement for it?

[Adam_In_DC2 · Accepted solution]

I replaced RealConnect with Pexip when my licenses were about to expire.  There's a poly/HP branded Pexip replacement - or you can just get plain old Pexip.  I ordered mine through CDW in the US.  It was a successful switchover and will carry you until you replace the equipment with Teams Rooms.  

[Benyamtad]

thank you, I will be sure to switch over.