Cisco Telepresence System - Audio only and no video on call (Troubleshooting)

[David Orzelek]

Problem Description

Incoming calls to CTS endpoint have audio only and no video

Root Cause

An incorrect CUCM config:

The most common reason for this is bandwidth issues and/or not disabling "Speakerphone" and "Speakerphone and Headset" on Phone Device Profile.

A less comon cause of this same issue is configuring MTP “Media Termination Point Required" on the codec device profile under the "Protocol Specific Information" section. Verify this is unchecked.

Resolution

For issues with audio only and no video on a Telepresence call there may be one of several common issues with the CUCM configuration:

• 797x phone config (Device•àPhone)
  
  
  1. Product Specific Configuration Layout
     
     
  2. Make sure that the following is checked:
     
     

a) Disable Speakerphone

b) Disable Speakerphone and Headset

If these are not done the phone could pick up before the codec causing intermittent audio/video issues

• Bandwidth issues (VERY common !!!)
  
  

1. Check which Device pool the phone and codec are in from the Device profile. CUCM Device----->Phone--->Device Info
   
   
2. Next go to System--->Device pool and check the “Region” and “Location” and check the settings
   
   
3. Note these settings, then check System--->Region and verify that interregion BW settings for Video and Audio are set to “Unlimited”
   
   
4. Do the same for "Location" under System--->Location verify that Video Bandwidth is set to "Unlimited"
   
   

Note: A Location has to be configured even if using "Hub-none" which is tied to the Device profile which also needs to be set to Unlimited for Video

• MTP (Media Termination point Required) on codec device profile configured
  
  

Less comon but can cause the same issue is configuring MTP “Media Termination Point Required" on the codec device profile under the "Protocol Specific Information" section. Please make sure this is unchecked !!!