Cisco MX300 Receiving Calls Problem

[Ahmed_Q]

good day, 

our director has a Cisco TelePresence MX300 G2 device which was working fine for nearly 3 years

suddenly last week, we faced a strange problem

the device is connected to the network and can make calls, but it cannot receive any calls and sends a problem message to the calling device "No participants connected" but when we make the call from the device it is working fine

can anyone point me to the solution, please

[@Syed]

Hi,

Try upgrading Mx300 firmware to the latest available version and see if that helps.

[Wayne DeNardi]

To better assist in diagnosing your issue, we'd need more information on how the calls are being placed and what infrastucture you have, such as how the device is registered (CUCM/VCS/Standalone), what call protocols you are using (H.323/SIP/H.320).  Was anything else changed at the time the device stopped working?  New switch infrastucture, firewalls, etc?

[Anurag Srivastava1]

Hello,

As @Wayne DeNardi said we need more information regarding call flow and protocols to help you better.

But as you mentioned the issue is only with incoming calls you can take pcap on endpoint to check even the packets are reaching to endpoint or not?

refer to below link to know how to take diagnostics logs on endpoint-

http://site-1586.bcvp0rtal.com/detail/videos/products/video/5810210433001/ce-endpoint-diagnostic-logs-and-packet-captures?autoStart=true&page=5

If you see no packets are reaching to endpoint probably you can check network or firewall in that case.

Thanks

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