VMPro Dead Air

[acollard83]

Having an issue today that could very well be a firewall issue. Right now, we are getting no audio from VMPro. Both on auto attendant greetings and on voicemail greetings. The only recent change was to install a different firewall, however, it was working right after that change last night, it just stopped working today.

This is on Server Edition Select 10.1 on VMWare. There is a SIP trunk and we are getting audio on inbound and outbound calls as well. I am not sure what else to check, nothing really interesting in Monitor. Any suggestions on what to look for would be appreciated.

 

[splittingcodec]

In the VMPro configuration, when you select actions that have entry prompts to play WAVs, do you see that they have time values in seconds? It's possible the WAV directory got lost/corrupted at some point.

Do you have any other services running off of the SE that have been affected at the same time as this change went through?

When accessing the SE through winSCP or similar programs, in the directory /opt/vmpro/Wavs is there content?

Have you stopped & restarted the VMPro Service from port 7071 of the Primary? Are you in backup mode?

I know that's a lot of questions but evaluate each of them and let us know what's going on and i'm sure we'll be able to help out.

 

[acollard83]

Thanks for the response.

Yes they do have time there and we can playback the greetings to phones.

Nothing else seems to have been affected.

Yes, we have content there.

Yes, have restarted the service as well as restarted the entire server. Not in backup mode.

As a note, when calling someone internally, we do have audio from VMPro, it is just external callers. Which is leading me to believe it is a port issue or firewall issue, just not sure which one.

 

[splittingcodec]

This will be tedious. but here's what I have for ports that VMPro needs to function as designed:

Port Protocol Function
25* SMTP (TCP) Email system alarms from the IP Office to SMTP server.
67 BOOTP/DHCP
68 BOOTP/DHCP
69 TFTP (UDP) File requests to the IP Office.
69 TFTP (UDP) File requests by the IP Office.
161* SNMP (UDP) From SNMP applications.
162* SNMP Trap (UDP) To addresses set in the IP Office configuration.
389* LDAP (TCP)
520 RIP (UDP) "To and from the IP Office to other RIP devices. For RIP1 and RIP2 (RIP1 compatible) the destination address is a subnet
broadcast, eg. 192.168.42.255. For RIP2 Multicast the destination address is 224.0.0.9."
520 RIP (UDP)
1719 H.323 RAS (UDP) H.323 VoIP device registering with the IP Office.
1720 H.323/H.245 (UDP) Data to a registered VoIP device.
2127 (UDP) PC Wallboard to CCC Wallboard Server.
5060 SIP (UDP/TCP) SIP Line Signalling
8080 HTTP (TCP) Browser access to the Delta Server application.
8089 Enconf (UDP) "From the IP Office to the Conferencing Center Server Service. User access to the conference center is direct via HTTP
sessions."
8888 HTTP (TCP) Browser access to the IP Office ContactStore (VRL) application.

49152 to 53247*" RTP/RTCP (UDP) Dynamically allocated ports used during VoIP calls for RTP and RTCP traffic. The port range can be adjusted through the System | Gatekeeper tab.
50791 IPO Voicemail (UDP) To voicemail server address.
50793 IPO Solo Voicemail (UDP) From IP Office TAPI PC with Wave drive user support.
50794 IPO Monitor (UDP) From the IP Office Monitor application.
50795 IPO Voice Networking (UDP) Small Community Network signalling (AVRIP) and BLF updates. Each system does a broadcast every 30 seconds. BLF updates are sent required up a maximum of every 5 seconds.
50796 IPO PCPartner (UDP) From an IP Office application (for example Phone Manager or SoftConsole). Used to initiate a session between the IP Office and the application.
50797 IPO TAPI (UDP) From an IP Office TAPI user PC.
50799 IPO BLF (UDP) Broadcast to the IP Office LAN and the first 10 IP addresses registered from other subnets.
50800 IPO License Dongle (UDP) To the License Server IP Address set in the IP Office config.
50801 EConf (UDP) Conference Center Service to IP Office.
50804* HTTP (TCP) IP Office configuration settings access.
50808* HTTP (TCP) IP Office system status access.
50812* HTTP (TCP) IP Office security settings access.

 

[acollard83]

Thanks. But most of those ports are from IPO to VMPro right? Both are on the same server in this case. I have the RTP ports opened, which is what I would normally think would be the issue in the case of one way or no audio, but we have audio on regular calls.

 

[Westi]

have to ask vm greetings when calling from outside or calling from the internal phones?

if from the outside check your routes in the firewall as well as the routes in the IPO.

try making a change in the extension programming and take out direct media and see if that solves the issue for that extension.
Then you know for sure that it is a routing/firewall issue.


Joe W.

FHandw, just expired ACSS (SME)


"This is the end of the world, make sure to buy your T-shirt before it is too late"
Original expression of my daughter

 

[acollard83]

It is from external calling in only. We have verified routes, but I believe it has to do with ports. It just has me stumped since external callers calling into a DID works just fine, just can't hear anything if it goes to voicemail.

Would there be separate RTP ports for VMPro?

 

[acollard83]

I am trying to get a Wireshark trace, but VMWare is being difficult on mirroring the dswitch.

 

[acollard83]

So I can confirm it has something to do with ports. Ran a Wireshark mirrored from the port the IPO is on and the audio was heard from VMPro. I will now attempt to capture from the WAN side of the firewall.

 

[acollard83]

Pulled a capture from the WAN side of the firewall, no audio from the our side. Also ran a capture on a direct DID call to an extension, audio both ways and there is no difference other than only seeing one RTP stream, the inbound from the SIP Trunk.

The firewall is a pfSense firewall if it helps. IPO is set to a 1:1 NAT and has an Outbound NAT rule to specify that public IP when exiting the firewall.

I just don't get it, this is only affecting VMPro, not the IPO. Even a call coming into the VMPro AA, I enter an extension number that transfers and we have full audio. I am stumped now as to why this is only affecting VMPro.

 

[IPGuru]

Who Maintains the firewall?

you have proven the issue is with the firewall (as you have audio leaving the VM Pro but not reaching the remote device) so it is now the problem of the Firewall Maintainer & nothing to do with the IP Office VM Pro


Do things on the cheap & it will cost you dear

 

[acollard83]

Well, that is still my team. But we are totally confused. It is just VMPro that doesn't have audio leaving, all the other devices are fine. So we are not even sure what to check at this point. Has anyone else had this issue?

 

[IPGuru]

no speech with be the RTP ports which are udp
you should be able to identify the range being used from your wire-shark traces.



Do things on the cheap & it will cost you dear

 

[acollard83]

Yes, we have identified those and they are allowed through. To clarify, we are getting full RTP through on phones, VMPro is the only thing being blocked.

 

[acollard83]

Which is why it has stumped us.

 

[acollard83]

We have this resolved now. Just changed the Use Network Topology Info to LAN1 from none under the Transport tab of the SIP line. Strange that it was working fine before that then stopped working, and that some calls went through just fine. Thanks for all the help.