IP Office : No Audio with Avaya Communicator Softphone using VPN client connection 3

[Mo. Abdullah]

Hi everyone.
I am dealing with a customer who has some internal ACCS agents working internally from the company and some agents working remotely using a VPN connection.
he has IPO Server Edition R 11.1.2.4.0, using the Avaya Communicator app as a softphone.
The issue is that there is no audio from both ways for all the remote agents that are using the VPN.
everything is working fine for the agents working internally from the company network.

 

[MrFooF]

Hello

No audio usually means network issue.

Check network routes and VPN proposals to be sure VPN clients can contact internal agents IPs, and internal agents can contact remote IPs.
Also check VPN clients to be able to contact other VPN clients IP

 

[Mo. Abdullah]

Hello

No audio usually means network issue.

Check network routes and VPN proposals to be sure VPN clients can contact internal agents IPs, and internal agents can contact remote IPs.
Also check VPN clients to be able to contact other VPN clients IP

Hello MrFooF
they can contact each other IPs. Network policies are already done.

 

[MrFooF]

Firewall blocking UDP packets ?

Try some diags with a wireshark both sides.
I'm pretty sure that some packets aren't delivered

 

[Ekster]

Also see if the VPN firewalls have SIP ALG/Transformations enabled, that can screw up the media too. Otherwise, as MrFooF say's, you need to do some network diagnostics.

One other thing, the IPO at that version supports turning off direct media for Workplace, don't know if it works for Communicator though.

 

[derfloh]

If there is a NAT between VPN and the local network

 

[Mo. Abdullah]

I will ask the network for this to be provided.
all I know and notice from the system status app >> extension section is that any remote user IP address is the firewall IP address, not the IP used for connecting the VPN.

4 remote user IP addresses in the table are the same as the Firewall IP address they use to access the firewall.

 

[derfloh]

Then the firewall is NATing the Client VON traffic. This will not work well. You should avoid that NAT.

 

[Mo. Abdullah]

the problem has been solved by disabling the NAT option form the firewall policy.
thanks derfloh for your recommendation.
thanks, guys for your reply and help.
appreciate your help and support.