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Aug 13, 2020 | view(s) | people thought this was helpful

What are the Troubleshooting Scenarios for a Short Video Address Format for Webex Meetings?

What are the troubleshooting scenarios for a Short Video Address Format for Cisco Webex Meetings?

Unable to connect using the new short video address for Cisco Webex Meetings Video Endpoints

The call is not connecting to the Cisco Webex event while using OBTP from cloud registered video devices

 

You no longer have to remember the Cisco Webex site name to join Cisco Webex meetings or events using a video system.  You can join the meeting faster because you'll only need to know the meeting or event number.

Note:

  • The Short Video Address feature is supported on Webex Business Suite (WBS) 39.11+ and lockdown sites WBS 33.6 and WBS 39.5.x.
  • The Short Video Address feature is not available for FedRAMP-authorized Webex offerings.
If you experience difficulty connecting calls via the new short URI format, please check your symptoms against the following symptoms below:

 
Troubleshooting Symptoms:Diagnosis:
  • If a user is joining via a short video URI, and the call connects, but the media portion is only working in one direction [or no directions].  What could be the issue?
  • When a user joins a meeting via short video URI, the call connects, but the <meeting_id> is not accepted in real-time, even when the meeting_id is entered accurately from the endpoint, followed by # when prompted. What could be the issue?
  • This issue seems like a DTMF configuration problem between the endpoint and the Cisco Expressway. Please contact TAC for assistance.
  • The user is unable to connect using a short video URI, and the video call drops when using OBTP from on-prem video endpoints.
  • This issue could be related to your search rule on your Cisco Expressway. The old dialing format or the configuration guide had a search rule that was too specific. Please update your Cisco Expressway by going to Cisco Webex Meetings Enterprise Deployment Guide for Video Device Enabled Meetings and following the procedure.
  • Workaround:
    • Use the old dialing format to join the meeting <meeting_id>@site.webex.com or <personal_room_id>@site.webex.com until the search rule on your Cisco Expressway gets updated.
  • The user is unable to connect using a short video URI, and the video call drops when using OBTP from Cloud registered video devices.
  • This issue could be Cloud device-related, and there are no on-prem configuration changes to support the new short video URI format. The changes are made from our end. Please open a TAC case with Cisco to get support.
  • The calls are not connecting for invitees who are dialing into the meetings using the new short URI format, and the calls end abruptly.
  • The issue could be that your invitee needs to update the search rule on their Cisco Expressway.  The old dialing format or the configuration guide had a search rule that was too specific. Please ask your invitee to update their Cisco Expressway by going to Cisco Webex Meetings Enterprise Deployment Guide for Video Device Enabled Meetings and following the procedure.
  • Workaround:
    • Use the old dialing format to join the meeting <meeting_id>@site.webex.com or <personal_room_id>@site.webex.com until the search rule on your Cisco Expressway  gets updated.
  • Unable to connect the inbound calls using 'callback my video system' from a Webex meeting.

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