- Was there a recent change (to network, firewall, codec, CUCM, VCS, etc) made prior to incident?
- Is it an audio only h323/sip call? This will not connect because the Zoom Room Connectors expect a video channel and will hang up call if video channel is not available (in SDP).
- Is your CUCM configured correctly for Zoom? Is “Early Offer” enabled on SIP trunk and SIP device profile?
- Is your firewall blocking h323/sip signal and media?
- Can you make non Zoom H323/SIP calls to internal and external endpoints?
- Have you checked the logs on the video endpoint, VCS, CUCM, etc?
- Is the problem happening on all devices or specific endpoints? What are the affected endpoints?
- Contact support@aarnet.edu.au with the following information
- What is the description of the problem? Is it no video only or no audio only or video stops, etc?
- What are the troubleshooting steps already completed from the above list?
- Is it a H323 or SIP (TLS) call?
- What is the called address or string?
- What is the calling endpoint? Is it a codec or VCS or CUCM or something else?
- What is the source IP address sending calls to Zoom, e.g. VCS-E external interface?
- Is the issue reproducible? If yes, what are the steps to reproduce?
- When did the issue start and disappear?
- Is it an on-going issue (which may need urgent support)?
Follow