If you are fine with not having the communications encrypted between the phones and the Edge (which I presume is not a concern, since you use UDP on the External Trunk), I would set the phones and Phone Trunk to use UDP/8060.
That way you can turn on Protocol Capture on the Phone Trunk and get a capture of the SIP traffic when the Edge is tryin gto set up the call. You can read it in Wireshark and see exactly what the SIP messages are saying when the problem occurs.
Otherwise, if you continue to use TLS, you will need to open a case with Care for them to read the Edge logs to see what is going on.
It may just be that you need ports opened on your firewall, depending on what LAN the phones are on compared to the Edge.
------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
------------------------------
Original Message:
Sent: 10-28-2019 11:53
From: Oudderhem Mostafa
Subject: Audiocode 420HDG Call error - Protocol Timeout when calling
Hi George, I have the same issue with port 8061/TLS
May be trying with TCP intsead of TLS ?
Thank you.
------------------------------
Oudderhem Mostafa
Coverage-Communication
Original Message:
Sent: 10-28-2019 10:55
From: Oudderhem Mostafa
Subject: Audiocode 420HDG Call error - Protocol Timeout when calling
Ok, thank you George, I will try it and let you know
------------------------------
Oudderhem Mostafa
Coverage-Communication
Original Message:
Sent: 10-28-2019 10:46
From: George Ganahl
Subject: Audiocode 420HDG Call error - Protocol Timeout when calling
No, I mean that it does not matter if the External Trunk uses the same protocol and port as the Phone Trunk/Phones.
------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
Original Message:
Sent: 10-28-2019 10:29
From: Oudderhem Mostafa
Subject: Audiocode 420HDG Call error - Protocol Timeout when calling
So you mean that the external trunk and Phone Trunk/Phones must have the same protocol and port ?
Thank you.
------------------------------
Oudderhem Mostafa
Coverage-Communication
Original Message:
Sent: 10-28-2019 10:24
From: George Ganahl
Subject: Audiocode 420HDG Call error - Protocol Timeout when calling
That's Ok. The Edge translates between what the External Trunk and the Phone Trunk/Phones use for protocol/port.
------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
Original Message:
Sent: 10-28-2019 09:35
From: Oudderhem Mostafa
Subject: Audiocode 420HDG Call error - Protocol Timeout when calling
Hi George,
I will try to change the phone and phone trunk to the TLS/8061 and let you know
However, the external trunk is already with udp/5060
Thank you.
------------------------------
Oudderhem Mostafa
Coverage-Communication
Original Message:
Sent: 10-28-2019 09:10
From: George Ganahl
Subject: Audiocode 420HDG Call error - Protocol Timeout when calling
TLS uses port 8061 in PureCloud for the phone side. Try changing the trunk and the phones to use that port.
(External Trunks use 5061 for TLS)
------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
Original Message:
Sent: 10-28-2019 09:06
From: Oudderhem Mostafa
Subject: Audiocode 420HDG Call error - Protocol Timeout when calling
Hi George,
I use TLS port number 8060 for both phone and phone trunk
Thank you.
------------------------------
Oudderhem Mostafa
Coverage-Communication
Original Message:
Sent: 10-28-2019 09:01
From: George Ganahl
Subject: Audiocode 420HDG Call error - Protocol Timeout when calling
What protocol are you using on the Phones and Phone Trunks? UDP, TCP, or TLS?
------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
Original Message:
Sent: 10-28-2019 07:06
From: Oudderhem Mostafa
Subject: Audiocode 420HDG Call error - Protocol Timeout when calling
Hi,
We have register some Audiocodes 420HDG SIP Phones to the Purecloud and they are registered correclty, however, we assign this phone to a Purecloud user and try to make outbound or inbound call we got error on the Purecloud web interface saying:
Call error - Protocol Timeout
Someone has already seen this issue ?
Thank you in advance for your help
Regards.
#SIP/VolP
#Telephony