teleworker extensions working with only some broadband providers

[gamman]

Hi,

We have an issue with teleworker sets but only on one particular broadband provider and that said they do work on some of this providers lines but not on others.
Our teleworker is in server only mode and the solution works for all other broadband providers.
Example ::::: I connect my 5340 set to provider A's network (3mb down, 256k up) and I get registration, 2 way audio etc no problem.
I then use the same dsl modem and teleworker set, except I swap the connection to use an identical circuit from the same provider ( same username and password works fine) and i get one way audio and any call drops within 10 seconds...?
I have several home workers with this issue with this provider and others that work fine


Ive had this provider on site here and they are scratching their heads and still wont admit its their issue. My theroy which is the only obvious one on above info is that there is some difference in the way the provider is handling the traffic depending on which exchange the circuit passes through....they say there isnt..!

Has anyone any thoughts on this

Tks a bunch.

 

[Canuckvoip]

Try downloading and installing the TNA (teleworker network analyzer) from the server and run it on the questionable ISP connection.
It may shed some light on which ports are being blocked.

Dave

You can't believe anything you read... unless of course it's this.

 

[kwbMitel]

It might be packet size that is the issue as well.

Does the download take the same time on both ccts?

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[gamman]

Tks guys for the suggestions.
I have used the TNA before but I will try it on one of these failing circuits.

Im not downloading firmware at the moment, the set takes the same time to register if thats what you mean. Ive used a SunSet xDSL line tester and the lines seem identical.

 

[kwbMitel]

Try issueing a load command to the set and see how long it takes to download.

The TNA tests packet size as well I believe.

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[paterson]

you say that you swap internet connections? Same gateway on each? Same public IP address? Or is the public IP address provided via DHCP from the ISP?

If the public IP address is different, are you changing it on the phone and the Teleworker external IP address? On some versions of Teleworker, there is a field in the web gui that is auto-populated. This field is named something like visible voice IP address??? Can't remember exactly. If you change the Public/external IP address of the Teleworker server, this field does not update and will show the old IP address. Delete the field and after saving, you should see the new IP address. I've had similar issues when changing IP addresses and this was the fix some of the time.

_______________________________________________________________

If you did not take enough time to get it right the first time...

What makes you think that you have time to fix it?

 

[gamman]

Tks Paterson,

No im making no changing to the teleworker itself , just switching to another dsl line from the same isp for the remote 5340 sets.

 

[paterson]

Ahh, then I would be looking at possible firewall config issues or something to do with the gateway/router. One way audio is frequently a gateway problem.

_______________________________________________________________

If you did not take enough time to get it right the first time...

What makes you think that you have time to fix it?

 

[gamman]

Yes Paterson,

Sure
But NOT our config, It must be within the ISP itself somewhere.

To restate the point , The solution works perfectly on all other ISP connections and only on some of this Particular ISP connections.

so weve proved that our setup (TW,checkpoint,cisco etc) is a working configuration.

!!

 

[paterson]

My appologies, I think I missed something in the original post. If other phones are working with the current set up, then you are very correct in saying that the issue is not within the Teleworker configuration. A quick prove to this would be to take a phone having issues and taking to a site that does not have issues.

I always stress to my customers that if I can prove that one teleworker phone works, then that is as far as our responsibility goes. Due to the many differences in remote sites, that in most case we have no control over, we cannot spend the time to troubleshoot. I then provide them with the engineering documents that will show supported configurations and have them deal with the remote sites and the ISPs in those sites.

Sorry not to be of more help.

_______________________________________________________________

If you did not take enough time to get it right the first time...

What makes you think that you have time to fix it?

 

[kwbMitel]

Did you ever get around to using the TNA?

If so, did it give any insights?

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[Canuckvoip]

I too would love to know what the TNA saw.
I like the fact that you can run multiple instances of it to emulate more voip calls!

Dave

You can't believe anything you read... unless of course it's this.