Cisco Webex Edge Audio Customer Admin Troubleshooting Guide

The Cisco Webex Edge Audio Troubleshooting Guide contains troubleshooting advice for Cisco Webex Edge Audio.

Cisco Webex Edge Audio Customer Admin Troubleshooting Guide

How do I troubleshoot One-way Media or No media issues Cisco Webex Edge Audio?

The meeting IVR does not accept the Call-in user's MeetingID or Access code.

What are the troubleshooting scenarios for Cisco Webex Edge Audio?

 

Cisco Webex Edge Audio Customer Admin Troubleshooting Guide

If you experience difficulty with Cisco Webex Edge Audio, please check your symptoms against the following below:
 

ScenariosTroubleshooting SymptomsMore Information and Troubleshooting Steps
One way Media

Or

No Media
  • 'No media after connecting to the meeting'
Or
  • The 'Call-me' user prompted to Press #1 multiple times, and the call fails to connect.
Or
  • The 'Call-in user's meetingID was not accepted.'
  • These scenarios could be related to firewall configurations between the enterprise network and Webex. Make sure the firewall between Webex and the enterprise edge is configured, see the following: Network Requirements for Webex Services.
The meeting IVR does not accept the Call-in user's MeetingID or the Access code. 
  • After entering the meetingID, meeting audio disconnects after announcing the 'Invalid Meeting ID' message.
  • This issue could be related to wrong access code mapping since the enterprise Call Manager may fail to apply the Lua Script. Please verify the ‘Instruction’ and ‘Memory’ threshold is configured (Apply Settings Done) on the ‘SIP Normalisation Script’ section in the Call Manager, see the following: Cisco Webex Edge Audio Customer Configuration Guide.
The Callback is rejected by Enterprise's Edge with the ‘403 Unknown Webex Site' message.
  • The Callback is rejected by Enterprise's Edge with the ‘403 Unknown Webex Site' message.
  • This issue could be related to the ‘Call Policy’ Rule added to your Enterprise’s edge as part of a ‘secure audio profile.’ Update the site UUID (webex site from where callback is triggered) to the Call Policy Rule.   See the following: Cisco Webex Edge Audio Customer Configuration Guide.
When the check connectivity error appears on the Audio Settings page.

 
  • The Site Administrator sees TCP/TLS error against an added Callback SRV.
  • The issue could be related to firewall configurations between the enterprise network and Webex. Make sure the firewall between Webex and the enterprise edge is configured, see the following: Network Requirements for Webex Services.  Manually verify the SRV’s _sips._tcp resolves to port 5062.
Call Me disconnects immediately after answering.
  • Call Me disconnects immediately after answering on the desk phone.
  • This issue could be related to un-supported media sent to Webex from the enterprise phone. Verify your enterprise call manager’s codec settings. Webex edge audio supports only G722, G711u, and G77a.
The customer gets more PSTN billing than expected
  • The customer gets more PSTN billing than expected.
  • By default, PSTN is enabled on Webex sites, check for any failed callback call attempted via edge audio path. Fix unexpected call rejections by on-premises nodes like Expressway, CUBE, and Call Manager.


 

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