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Knowledge Base

SMC2.0 - Participants cannot join scheduled conference on the SMC when calling them individually

Publication Date:  2018-11-06  |   Views:  727  |   Downloads:  0  |   Author:  m84089093  |   Document ID:  EKB1001970626


Issue Description

Customer reported an issue when the scheduled a conference on the SMC web interface with three TE participants registered he received the system error: " Failed to call participant; reason: The called number does not exist. Customer is using TE30 VC endpoints, SMC2.0 management platform and VP9660 physical MCU.


Handling Process

During the troubleshoot process we have checked the status of the MCU which was online, registered via SIP and also to the GK. Performed P2P calls between endpoints that are in the same private network with the only difference that there are two different private segments 10.2.21.X and 192.168.X.X. All P2P calls worked without any issues. Checked the status of registration of each endpoint and everyhting checked out in order.

Root Cause

After checking the status of the MCU we have noticed that it is registered with the embedded Gatekeeper which has the address instead of which is the standalone SC to which all TE30 participants are registered currently to.


The MCU was registered to the embedded GK instead of the standalone SC where all the TE30 participants where registered to. After disabling the Enable embedded GK from the web interface of the MCU and editing the MCU on the SMC and selecting the GK address as the standalone SC we have scheduled the conference again and all participants joined successfully. Another solution was to create a neighbor zone between the two SC's and use the IP address or domain name of the neighboring zone to which the SC belongs. (use IP address of SC2 for example)