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One-X Mobile Issues with no audio and voicemail playback

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b4btec

IS-IT--Management
Apr 17, 2015
15
US
So, I've read many posts on here about audio issues with One-X and still haven't found a solution for our issue. Our phone vendor also can't figure out the problem. Our issue is that we can use the One-X mobile app to connect and make telephone calls on our internal network, although voicemail will not play. When connecting EXTERNALLY the app will connect, the light shows green that VOIP is fully connected, and you can place a call to an internal extension but there is no audio at all. Voicemail still does not work externally. Here is our general config:

One-X Server and Voicemail pro are on the same Server 2012 R2 machine, and has an internal dns entry for an externally resolvable FQDN that points to the internal IP address. The IP Office server also has the same DNS config. At our firewall we have dedicated external IP addresses, one each for One-X and IP Office. External DNS resolves to the same FQDNs for each server and points to their respective public IPs. We have a one-to-one NAT rule at our firewall, and for testing purposes I created a rule that does straight one-to-one mapping with NO port blocking at all. I only turn it on when testing to reduce the attack surface. I created that rule to eliminate the argument that a port isn't open. When that rule is in place, all of the web interfaces for both systems are accessibly externally through their FQDNs, so I know the rule is working and not blocking ports. Also, running a packet trace on traffic passing through the firewall shows that connections are being made on various ports. Curiously UDP traffic is missing from the packet trace. Does anyone have any ideas on what could be going wrong? This has been going on for months. We have a Fortigate firewall, if that helps, or if anyone has come across issues with One-X and Fortigates.

Thanks!
 
It seems we have the no audio issues finally resolved. It was an issue with the 5.2.0 firmware for the Fortigate firewall. After upgrading to 5.2.3 everything worked. However, One-X mobile voicemail access is still not working. We just get a "no voicemail folders" message where the voicemails should show up.
 
If voicemail isn't working chances are they did not install IIS, then install vmpro with web voicemail. It must be done in that order or it will not work.
 
I wrongly posted that our audio issues were fixed, they are not. I was still connected to our internal wifi when I made the test call earlier. Are there any IPO configuration settings that could prevent audio externally? As I mentioned before, I am doing a straight one-to-one NAT to each of the IPO and One-X servers and no ports are being blocked (I have verified no ports are being blocked externally).

I probably should have started a second thread for the voicemail part, but we are aware of that IIS needed to be installed as well as having a specific install order. Our Avaya partner rebuilt our One-X/VMPro server with that in mind and we are still not operational.
 
Some things to think about:

1) Set your RTP port number range (NAT) under your LAN (x) to 55000-55500.
(That's enough for 250 users)

2) Make sure your public IP is in the STUN tab.

3) SIP remote extension on that LAN port is enabled.

4) IP route with 0.0.0.0 0.0.0.0 default gateway.

6)If you see this in your trace, your ports are block or not translating correctly: m=audio 0 RTP/AVP 8 0 9 18 110 103 101

5) I've highlighted below where you might expect to see the ports being used that you set up in point 1):

in monitor you'll see a trace like this:
1854663499mS PRN: POKeepaliveTask::Main sending keepalives at 5000 ms
1854667312mS Sip: 10003.8900.0 1194 mycompanyisallright.0 Reverse call message CMSetup (sip_reverse_dialog 0) substate CMSubPartnerPickup
1854667313mS Sip: SIPDialog f57d8ed0 created, size 1
1854667313mS Sip: 10003.8900.0 1194 mycompanyisallright.0(f57d8ed0) SetLocalRTPAddress to 10.100.1.250:[highlight #FCE94F]55016[/highlight]
1854667313mS SIP Call Tx: phone
INVITE sip:899@externalipaddress;transport=tcp SIP/2.0
Via: SIP/2.0/TCP SYSTEM EXTERNAL IP ADDRESS:5070;rport;branch=z9hG4bK72d163270d36337d48cc1501902b2a77
From: <sip:04notgettingmynumber@customers.domain.com.au>;tag=93485b54e476d4ff
To: <sip:899@customers.domain.com.au;transport=tcp>
Call-ID: 50dfd0247114adcdc06f8f9cd7dc5d15
CSeq: 986169937 INVITE
Contact: <sip:042notgettingmynumber@SYSTEM EXTERNAL IP ADDRESS:5070;transport=tcp>
Max-Forwards: 70
Allow: INVITE,ACK,CANCEL,OPTIONS,BYE,INFO,REFER,NOTIFY,SUBSCRIBE,REGISTER,PUBLISH,UPDATE
Content-Type: application/sdp
Supported: timer,100rel
User-Agent: IP Office 9.0.1.0 build 845
P-Asserted-Identity: <sip:04notgettingmynumber@SYSTEM EXTERNAL IP ADDRESS:5070>
Content-Length: 265

v=0
o=UserA 878608700 1915792354 IN IP4 10.100.1.250
s=Session SDP
c=IN IP4 SYSTEM EXTERNAL IP ADDRESS
t=0 0
m=[highlight #FCE94F]audio 55016 RTP[/highlight]/AVP 8 18 101
a=rtpmap:8 PCMA/8000
a=rtpmap:18 G729/8000
a=fmtp:18 annexb=no
a=rtpmap:101 telephone-event/8000
a=fmtp:101 0-15
a=ptime:20
1854667313mS SIP Tx: TCP 10.100.1.250:5070 -> externalipaddress:36003
INVITE sip:899@hidethisipaddress;transport=tcp SIP/2.0
Via: SIP/2.0/TCP SYSTEM EXTERNAL IP ADDRESS:5070;rport;branch=z9hG4bK72d163270d36337d48cc1501902b2a77
From: <sip:0notgettingmynumber@customers.domain.com.au>;tag=93485b54e476d4ff
To: <sip:899@customers.domain.com.au;transport=tcp>
Call-ID: 50dfd0247114adcdc06f8f9cd7dc5d15
CSeq: 986169937 INVITE
Contact: <sip:042notgettingmynumber@SYSTEM EXTERNAL IP ADDRESS:5070;transport=tcp>
Max-Forwards: 70
Allow: INVITE,ACK,CANCEL,OPTIONS,BYE,INFO,REFER,NOTIFY,SUBSCRIBE,REGISTER,PUBLISH,UPDATE
Content-Type: application/sdp
Supported: timer,100rel
User-Agent: IP Office 9.0.1.0 build 845
P-Asserted-Identity: <sip:042notgettingmynumber2@SYSTEM EXTERNAL IP ADDRESS:5070>
Content-Length: 265


6) Here's your ports:
ip nat pool NAT (system IP Address) (system IP Address) netmask 255.255.255.0 type rotary
ip nat inside source list 101 interface Tunnel101 overload
ip nat inside source static tcp (system IP Address) 5060 (PUBLIC IP Address) 5060 extendable
ip nat inside source static udp (system IP Address) 5060 (PUBLIC IP Address) 5060 extendable
ip nat inside source static tcp (system IP Address) 5061 (PUBLIC IP Address) 5061 extendable
ip nat inside source static udp (system IP Address) 5061 (PUBLIC IP Address) 5061 extendable
ip nat inside source static tcp (system IP Address) 5070 (PUBLIC IP Address) 5070 extendable
ip nat inside source static udp (system IP Address) 5070 (PUBLIC IP Address) 5070 extendable
ip nat inside source static tcp (system IP Address) 5071 (PUBLIC IP Address) 5071 extendable
ip nat inside source static udp (system IP Address) 5071 (PUBLIC IP Address) 5071 extendable
ip nat inside source static tcp (system IP Address) 5222 (PUBLIC IP Address) 5222 extendable
ip nat inside source static tcp (system IP Address) 5269 (PUBLIC IP Address) 5269 extendable
ip nat inside source static tcp (system IP Address) 8063 (PUBLIC IP Address) 8063 extendable
ip nat inside source static tcp (system IP Address) 8069 (PUBLIC IP Address) 8069 extendable
ip nat inside source static tcp (system IP Address) 8443 (PUBLIC IP Address) 8443 extendable
ip nat inside source static tcp (system IP Address) 8444 (PUBLIC IP Address) 8444 extendable
ip nat inside source static tcp (system IP Address) 9443 (PUBLIC IP Address) 9443 extendable <<
ip nat inside source static udp (system IP Address) 9443 (PUBLIC IP Address) 9443 extendable <<
permit tcp any any range 55000 55500
permit udp any any range 55000 56500


I'm clear but my fighter is down.
 
I'm still waiting to test your suggestion. Our vendor tried applying SP6 to One-X now the One-X service won't even start. I've been waiting a week for them to open a service call with Avaya.
 
In your opinion would we be better off just using the Avaya appliance if we have a VMWare infrastructure since it is already preconfigured? I was reluctant at first just because I don't have linux experience, but it seems like configuration-wise it will be a lot simpler.
 
Avaya doesn't include applications in IPOSS that are installed on Windows machines even if they deliver them.

So I would always suggest to use application server. And... It is simple to install
 
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