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Audiocode 420HDG Call error - Protocol Timeout when calling

  • 1.  Audiocode 420HDG Call error - Protocol Timeout when calling

    Posted 10-28-2019 07:07
    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


  • 2.  RE: Audiocode 420HDG Call error - Protocol Timeout when calling

    GENESYS
    Posted 10-28-2019 09:01
    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
    ------------------------------



  • 3.  RE: Audiocode 420HDG Call error - Protocol Timeout when calling

    Posted 10-28-2019 09:07
    Hi George,

    I use TLS port number 8060 for both phone and phone trunk

    Thank you.


    ------------------------------
    Oudderhem Mostafa
    Coverage-Communication
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  • 4.  RE: Audiocode 420HDG Call error - Protocol Timeout when calling

    GENESYS
    Posted 10-28-2019 09:10
    Edited by George Ganahl 10-28-2019 10:24
    TLS uses port 8061 in PureCloud for the phone side. Try changing the Phone Trunk and the phones to use that port.

    (External Trunks use 5061 for TLS)

    ------------------------------
    George Ganahl GCP (PureCloud) ICCE CCXP
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 5.  RE: Audiocode 420HDG Call error - Protocol Timeout when calling

    Posted 10-28-2019 09:36
    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
    ------------------------------



  • 6.  RE: Audiocode 420HDG Call error - Protocol Timeout when calling

    GENESYS
    Posted 10-28-2019 10:24
    Edited by George Ganahl 10-28-2019 10:25
    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
    ------------------------------



  • 7.  RE: Audiocode 420HDG Call error - Protocol Timeout when calling

    Posted 10-28-2019 10:29
    So you mean that the external trunk and Phone Trunk/Phones must have the same protocol and port ?

    Thank you.

    ------------------------------
    Oudderhem Mostafa
    Coverage-Communication
    ------------------------------



  • 8.  RE: Audiocode 420HDG Call error - Protocol Timeout when calling

    GENESYS
    Posted 10-28-2019 10:46
    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
    ------------------------------



  • 9.  RE: Audiocode 420HDG Call error - Protocol Timeout when calling

    Posted 10-28-2019 10:56
    Ok, thank you George, I will try it and let you know

    ------------------------------
    Oudderhem Mostafa
    Coverage-Communication
    ------------------------------



  • 10.  RE: Audiocode 420HDG Call error - Protocol Timeout when calling

    Posted 10-28-2019 11:53
    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
    ------------------------------



  • 11.  RE: Audiocode 420HDG Call error - Protocol Timeout when calling

    GENESYS
    Posted 10-28-2019 13:11
    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
    ------------------------------



  • 12.  RE: Audiocode 420HDG Call error - Protocol Timeout when calling

    Posted 10-28-2019 13:28
    Hi George, many thanks for your help

    I will try tomorow with UDP/8060, I have also open new case with customer care to assist with TLS connection

    I will keep you informed about the update

    Thank you again.

    ------------------------------
    Oudderhem Mostafa
    Coverage-Communication
    ------------------------------



  • 13.  RE: Audiocode 420HDG Call error - Protocol Timeout when calling

    GCAP Member
    Posted 05-15-2020 19:38
    @Mostafa Oudderhem,

    Did it works for you?
    I have the same problem.

    Thank you.​

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    João Marcus
    Banco Inter
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  • 14.  RE: Audiocode 420HDG Call error - Protocol Timeout when calling

    Posted 05-19-2020 04:52
    Hi João,

    Yes, it works for me, we have used TLS protocol with port 8060 on the WebRTC Trunk

    I hope if can this help.

    Regards.


    ------------------------------
    Mostafa Oudderhem
    Coverage-Communication
    ------------------------------



  • 15.  RE: Audiocode 420HDG Call error - Protocol Timeout when calling

    GCAP Member
    Posted 05-19-2020 08:04
    Thank you for answer!

    We are using softphone with MPLS until Bridge.

    Regards.

    ------------------------------
    João Marcus
    Banco Inter
    ------------------------------