Cisco SX20 Call drops after 15 minutes Please help urgent !!

[Ajith Nayak]

Hi All,

We have Below scenario

SX20----> MCU<----- Polycom

SX20 -----> Polycom

Issue: When we make a Call from SX20 to Polycom IP to IP call or even using MCU Cisco SX20 gets disconnected after fixed interval ( 15 - 20 minutes)

Calls from Other endpoints ---> Polycom to polycom with MCU and also 1:1 ,1: multiple over MCU works fine.

Only issue is when Cisco SX20 comes in to the picture.

Please sugest is it a known issue?

Or doi we have to update firmware/licenses or any other software in cisco SX20?

Or is it a bug?

Or do we need to check on firewall level

The SX20 has the latest firmware already.

Please help !!!!!!!!

Regards,

Ajith

[Anas Abueideh]

Hi,

kindly share your software versions for the endpoints and MCU

what protocols you are using in the calls ?

in MCU check if there is a limit time for the conference

HTH

Anas

don't forget to rate the helpful posts

[Ajith Nayak]

Hi MY MCU version is :4.5(1.45) model MCU 5310

and My sx20 software version is : TC7.1.4.908E4A9

Please help

Regards,

Ajith

[niin garg]

Hi,

Kindly check the call statistics or basic statistics on polycom endpoint. It's relative to video protocol H264.

[Ajith Nayak]

Hi niin garg

I am not able to understand your point could you brief on the H264 part?

[Adam Wamsley]

Ajith,

Take this link into consideration for both scenarios. This is typically caused by a timer, acl or firewall. Review the SX20s all.log to disconnect reason. In addition to this there should be a reason logged in the MCU event log in that scenario.

http://www.cisco.com/c/en/us/td/docs/telepresence/infrastructure/articles/mcu_ip_gw_vcr_isdn_telepresence_server_calls_disconnect_fixed_time_kb_23.html

Adam

[Ajith Nayak]

Friends thx for ur help and support !!

I will try this all solutions provided by u all, as its a holiday today we will have to check this tomorw

Will update my findings after trying this

Regards,

Ajith

[Martin Koch]

Sure interoperability issues can always be an issue, but a 15 minutes disconnect issue 

sounds pretty much like a network issue.

It would be interesting to see the ip setup, network components, like routers/NAT/firewalls, ...

Also more details like which protocol is used, on an IP call its most likely h323, but as

you did not specify it its just an assumption.

NAT is always a challenge for voip, as well as firewalls changing sip or h323 payload.

[Wayne DeNardi]

As Martin has said above, the 15 minute disconnection issues are usually a network issue.

Are all your devices on the same LAN, or are they at different locations?  Are you using any call control (VCS/CUCM), or are the devices standalone?  What protocol are you using (H.323/SIP)?

If you're using NAT, have you got the NAT settings set up correctly on your devices?

What model device is the Polycom?  Is the software on the Polycom up to date?

There are many questions which we can ask, but need to understand your environment a little more.

Wayne
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