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We are proud to announce new Poly Studio Series video bars and remote room control with Poly Connect. Read more about the solutions!
HP Recommended

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
HP Recommended

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

------------------------------------------------
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
HP Recommended

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

HP Recommended

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

 

Thanks.

† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.