Unable to call out on Polycom

[Nooblet]

Hi,

I'm having trouble with placing calls on my Polycom Viewstation FX but I am able to receive calls. We're using a BRI-ISDN and have a Adtran NT1 Ace. I'm stuck in between the Verizon and Polycom in resolving this problem but right now the only thing their doing is playing the blame game. Anyone who can steer me in the right direction would be greatly appreciated.

A few things about our configuration...

We have only one ISDN line strictly used for video conferencing.
Our LD is Sprint.

What I have done so far to attempt to resolve the problem...

I have verified that the spids are correct.
I have confirmed that the Polycom is configured correctly.
I have verified that the Adtran and IMUX status lights are green.
I had a Verizon Technician come out to check on the lines and checked if the central office was able to see my spids being registered.
I have tried to dialing calls using the pic's.

help please!

[11B-33T]

Couple questions:

1. Have you tried any local calls to another known good VTU or are you trying LD 1st?

2. You're setup to call/recieve @128k only?

#. Did the Verizon switch tech 'see' your outbound call?

[Nooblet]

I am unable to dial local calls since we don't have any other local offices with VTC capablities. All I have tried is long distances and the Polycom Test sites.

no, we are able to receive at 56k-512k

Yes, he said he was able to see our outbound communication.

[11B-33T]

I am unable to dial local calls since we don't have any other local offices with VTC capablities. All I have tried is long distances and the Polycom Test sites.

- Did the Polycom numbers work?
- Are they 800 numbers?
- Your LEC is Verizon so are they switching/patching to your LD carrier Sprint?
- Did Sprint provision your lines with LD capability?

[Nooblet]

- Did the Polycom numbers work?

No, both local and long distance calls failed with a message stating "Site is not responding" or "Network resource is unavailable" I am however able to receive calls from others whether local or LD.

- Are they 800 numbers?

No, the numbers for the Polycom test sites are 978-292-2853/4. I have attempted to contact these sites using the PIC codes for Sprint and MCI

- Your LEC is Verizon so are they switching/patching to your LD carrier Sprint?

Supposely yes, when I spoke with the Verizon representative.

- Did Sprint provision your lines with LD capability?

Supposely yes, when I spoke to the representative.

*I was able to place calls through the ISDN line using a TPI
*I also verified that the lines installed within the building are voice/data.

If everything they told me is true, the only thing I can think of is that their is a degradation in communication somewhere in the building, in between the switch/panel. Is that possible since these are new lines that were installed recently?

Thanks for the response 11B-33T

[11B-33T]

Sorry for the late response, if you can receive calls your comms are ok so don't worry about line degredation. I tried the Polycom test number and it worked ok (talked thru an MCU to a site in PA). Your primary problem is outbound connectivity since your it appears you have to use PICs and your LD carrier is not allowing long distance calls to connect. Just my .02 worth, if I missed something someone else sound off!

[11B-33T]

Nooblet, any update on your status?

[cfaasen]

I have in the past had issues with lines and PIC codes. Have you tried to switch physical lines within the building and outside going to the CO. Also if you need a PIC code to dial out can they not program that at the CO or PBX.

[carolyn]

Nooblet,

I have experienced similiar issues in the past and have some questions and ideas that will hopefully help...

1st, I am confused when you say
"We have only one ISDN line strictly used for video conferencing."

Followed later by..
"no, we are able to receive at 56k-512k"

Then lastly..
"No, the numbers for the Polycom test sites are 978-292-2853/4. "

How exactly are you trying to connect? And, how many ISDN lines do you really have?

I am confused because 1 ISDN line can only go as high as 128k. Is this a PRI, BRI or a switched line of some sort? You said you checked the spids and isdn numbers in the settings...how many do you have? You should only have 2 ..line 1. Please excuse me if I am way off here..I am confused.

When dialing out....what settings are you using....1 number or two? What speed?...56, 64, 56x2, 64x2, 112 and/or 128k.

Some ideas to try/things to look at:
2nd
*Your ISDN NUMBERS page...do you have the area code listed in each NUMBER (Line 1 A: 5551234 and B: 5551235) The area code is only in the box at the top of the ISDN NUMBERS PAGE...no spaces or hyphens.

**Your ISDN SPIDS Page should contain the area code,number,spid without anyspaces or hyphens.

**Your Switch type is??? If this is incorrect/not matching the telco...you will appear to have the ISDN lines active (green) and receive calls..but can't dial out.

To make sure your unit is syncing to the ISDN network.....clear out the NUMBERS PAGE and SPID PAGE, re-enter the numbers on the ISDN NUMBERS PAGE and then perform a search for ISDN numbers from the SPID PAGE...make sure NOT to use the AT&T 5Ess setting....

just let it go

if it does not find the corresponding SPID for your numbers....then I would tend to think you could have 1 of four issues...
1. Corrupted the files in the FX...reload the software
2. An IMUX problem...this has happened to me...do you have another FX IMUX to try? I have had to replace a couple because of the same issue..only after reprogramming and changing out cables then swapping the mux..
3. Possible wiring? Doubt it but if you can get the system..or a system to the dmark and test it from there..yes, i have wheeled a system to our "dungeon" quite a few times to prove a point to the telco.

4. Network configuration at telco? We use AT&T for both local and ld..use to have verizon and they are still here for on site but there have been many times where a card in the box on the street is bad or the co had upgraded their card but the field card was not-vice versa....

Is this a new install? If no, did it work before?
Have you tried dialing out using 56 or 64 k only? Sometimes using 56k will screw up the registration of the lines if you are set to 64k. Have you tried dialing out using 64x2...watching each line connect individually?
If you are dialing out 128k and above are your settings for dialing out dialing in parallel or individually...should have set for parallel.

Does sprint have you set for their 700 numbers? I know this was an issue in the past when dialing non sprint sites but a lot has changed.

When other sites are connecting to you...what are the rates exactly in 64kx increments or 56kx? make sure the telco has you set for 64kx because if you are restricted to 56kx for some reason (this has happened to me when the telco accidently changed the config) you may not be able to connect.

When the other sites connect to you....look at you call status page in the polycom and it will indicate the tx/rcv stats for each line.


Hope this helps...let us know what is happening....AND PLEASE correct me if I did not "get what you were explaining" in your earlier emails.

Good Luck

[Outkaste]

Are switch ID/Negotiation# included in spid (polycom setup) for outgoing IE: 0101 or 0011 included at end of spid# (what ever Sprint switch needs to see)..

[Joe Vallender]

For NI1, whatever your BRI service provider tells you their switch has programmed as the SPID is exactly what you put in the SPID field in your video unit. That field is what is sent to match the Service Profile IDentifier verified for service on that BRI line. The Switch ID is not part of the SPID. The number associated with the B-channel 'might' be part of the SPID.