No Audio when FWD is on 1

[raist3001]

Having a strange issue here that we have not experienced. I believe it is Firewall related, but thought I might get some feedback.

We have a group set up 200 MAIN
All calls to the main DID route to 200 MAIN
200 MAIN has a fallback to group 310 FWD
Group 310 FWD has one EXT included which is 201 - Ring mode is set to sequential.
EXT 201 has 3 buttons set up:
Label: Night On
Action: Set Hunt Group Night Service
Action Data: 200

Label: FWD On
Action: Forward Unconditional On
Action Data:

Label: FWD No
Action: Forward Number
Action Data:

The doctors office needs to FWD incoming calls after hours to 1 of 3 different doctors on call.
The user would press the FWD number button and enter the number calls need to be forwarded to that particular week.
Then they press the Night on button, and then press the FWD button.

Internally this works just fine. If I dial 201 or 310, calls FWD.
Externally when a call comes in, the call will FWD but there is absolutely no audio. Neither party can hear each other.

As a test I create a phantom EXT 311 and created an unconditional FWD to my cell phone.
I pointed a test DID to this phantom EXT and dialed externally. The call forwards, but again no audio. Internally audio is fine.

My thinking is that the IT guys did not create the RPT port forwarding rules correctly. But then again, the SIP trunk works just fine for inbound and outbound calls.

Did I miss a configuration on the IPO 500?

 

[IPGuru]

keep-alives


Do things on the cheap & it will cost you dear

 

[raist3001]

Initial Keep alives on the IPO? LAN1/VoIP tab?

Currently this option is set to Disabled.

 

[IPGuru]

have you tried pressing F1 & reading the help file?

what does it tell you about this option?


Do things on the cheap & it will cost you dear

 

[raist3001]

Just did...and looks like this may be the answer.

Edit:
Did not solve the Audio issue.

 

[Pepp77]

Are you using Network Topology for the SIP trunk, if not Keepalives will do nought?

Do you have consistent NAT turned on on the firewall?
Do you have SIP ALG/Transformations turned on or off?

Also as an aside why do you have two buttons to do call forwarding when there is a single button to set the number and turn it on and off?

| ACSS SME |

 

[raist3001]

Network Topology is not being used. No Stun server configured.
SIP ALG/Transformations turned off on firewall.

Can't speak on the button config since I did not configure the system, I am being asked to troubleshoot why there is no audio on FWDing calls.

 

[Pepp77]

I would suggest turning on STUN (you can use 146.101.248.221) as the STUN server then set the SIP line to use this LAN for Network topology. Then the keepalives will be valid.

Alternatively you could try turning on SIP ALG on the firewall and trying that.

| ACSS SME |

 

[intrigrant]

If SIP calls in general are OK then to my opinion a firewall has nothing to do with it.
I think it is either a firmware issue in IP Office (called a bug) or a SIP provider issue which may be solved adjusting the SIP line settings.

 

[raist3001]

Just wanted to update this thread in regards to how we solved the issue.

Ultimately it came down to the RTP ports not being properly opened on the Firewall. I was able to speak with a more experienced technician in the customers IT firm where I was finally able to have a packet capture run from the sonic wall (really not rocket science). We saw the traffic coming in but we did not see the RTP ports. He also confirmed that the current RTP rules were not forwarding to the internal IP of the PBX. Once the rule was fixed, the FWD'ing calls had audio.