Call failed btw E20 and Polycom HDX4000

[ushkdollar]

Greetings,

   I got problem when calling from E20 to Polycom HDX4000. Call failed right after pick up. Test case as follows: Both E20 and Polycom register with MCU4501(acting as Gatekeeper). Call also failed when calling from Polycom HDX4000 to E20.

Call got thru when calling from MCU to both device for conference call.

BRG

Huong Vu

[mubakhta]

Hi Huong,

A couple of questions. Where are the E20 and HDX4000 registered to? Are you making an H323 or SIP Call? From the issue I feel that there could be two possibilities;

1. Your endpoints are registered to the CUCM and you have Media Termination Point enabled, you might need to disable that. Once, you disable that the calls should work fine. For disabling, you will need to go under the device profile.

2. If you're using H323, the problem could lie with the Natting, check if the IP addresses are being natted. You can give the H323 NAT address within the endpoint configuration.

Regards,

Mubashshir Akhtar

[mubakhta]

I had created a document for the H323 call failing. If you're using H323 Protocol for the video calls, you can refer to the document below :

https://supportforums.cisco.com/docs/DOC-24154

Regards,

Mubashshir Akhtar

[Saurabh Gupta]

Hi Vu,

Since you have mentioned that both the devices E20 and Polycom has been registered to the MCU. I suspect there might be some configuration issues in MCU . Do you have any other Gatekeeper like VCS , or Polycom RMX to rule out MCU gatekeeper failure . 

If you have Cisco VCS or Polycom RMS , trying registering endpoints to them and see if call works.

Additionally, to troubleshoot further, retreive the History logs from MCU. Here is how you can do it :-

IP issues (H323/SIP)

Commands in bold

 Open the Web GUI, go to Events > H.323 / SIP log and then click Enable logging.

Important: For all logging, always delete old logs first by click Clear Log before making any

testing call.

 Reproduce the exact issue that you would like the support team to troubleshoot for example,

by dialing from the endpoint to the TelePresence MCU or IP/ISDN Gateway.

Important: It is essential for any H.323 or SIP log to show the initial connection being

established between the endpoint and the TelePresence MCU or IP/ISDN Gateway, because

the negotiation which happens at this stage explains the behavior of the two devices later on

in the call. An H.323 or SIP log started part-way through an established call is not useful for

troubleshooting.

 After the issue has been reproduced, click Disable logging on the H.323 log page.

 On the H.323 log page, click Download as XML.

Save the resulting XML file then attach file to the ticket – Remember to name these or include

a description and compress multiple attachments into one file.

Event log and Event Capture Filter

 If calls are not completing or dropping straight away, obtain an event log with following

“Capture Filter” settings:

– Connection, dialplan, dspapi, H.320 and ISDN set to “Errors, warnings, information

and trace” logging level

– The rest of the options should be “Errors, warnings and information” left as logging

level

 If calls are connecting but not completing/ issues with codec negotiations etc.:

– BAS set to “detailed trace” logging level

– Connection, dialplan, dspapi, H.320 and ISDN set to “Errors, warnings, information

and trace” logging level

– The rest of the options should be “Errors, warnings and information” left as logging

level

 If ISDN Layers are not coming up:

– For ISDN GW 3200:

• ISDN set to “Errors, warnings and trace” logging level

• NAT set to “Detailed trace” logging level

• The rest of the options should be “Errors, warnings and information” left as

logging level

– For ISDN GW 3201:

• ISDN set to “Errors, warnings and trace” logging level

• ISDN-Q921 set to “Detailed trace” logging level

• The rest of the options should be “Errors, warnings and information” left as

logging level

Important: always place single call when retrieving the log and delete any previous logs.

Important: revert back to default logging level after the test.

Regards,

Saurabh