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Beginner

General TelePresence Troubleshooting Template Questions

Hi All,

 

We got one issue with our customer today. User is unable to join the Telepresence meeting via skype with SIP Address.

 

He got an error like -- SIP was in another call.

 

Your answers will be more helpful. Thanks in advance.

4 REPLIES 4
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VIP Advisor

Skype doesn't natively support SIP calls in to proper standards based equipment - what infrastructure or services does your customer have that perform the gateway functionality between the two environments?

Wayne
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Hi wayne,

 

Thanks for the reply.

 

We have VCS - C , VCS-E  and CMS Servers.

 

VCS- E servers which is used to communicate o365 users.Its placed on DMZ Zone. and CMS which is used for meeting hosting server.

 

We are scheduling meeting with outlook with exchange, Once meeting scheduled we will get one SIP address like (133xxx@xxx.com)

 

With this SIP address users can join TP meetings from their Skype.

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Hello,

 

is it one time issue or you can reproduce?
If you can reproduce the probably enable below debuigs-
# VCS-C and E diagnostics logs with pcap.
# CMS enable SIP debuig logs

Probably seeing the logs you will have an idea where exactly the call is failing and then accordingly you can troubleshoot further.

If it is a one time issue the probably you can go through event logs (but that will not be in details) to get an idea of the issue..

To collect the logs please refer below links-

https://video.cisco.com/detail/video/5810206388001/downloading-the-cms-log-bundle?autoStart=true&q=Cisco

 

https://video.cisco.com/detail/video/5810207301001/downloading-expressway-diagnostic-logs-and-packet-captures

 

To analyse the logs you can use Cisco collaboration Solution Analyzer-

https://cway.cisco.com/csa/

 

Thanks

Please rate if it is helpful....

Thanks
Please rate if it is helpful and mark as accepted solution if applicable....
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Participant

Need to know further about it to understand your deployment.

 

  • What about you dial out to this Skype ID from CMS. does it work? 
  • how is your inbound Skype/Lync call routed? Via Cisco Expressway E or Via CMS edge?
  • Is he calling the CMS user or CMS Spaces/Meeting Rooms?

HTH,

AMMAR

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