VPN Phone - Connected, but not?

[whiteEEnerd]

I have a Client who has a VPN phone who has a VPN that is connected to our network. I can ping his virtual address, but the IP Office does not show his extension as connected. The guy is out of town for a couple days and I would like to fix it while he is gone without bugging him, and without physical access to his house. Any ideas on if this is possible? Or what would cause this to happen in the first place? I am using VPN phones with a Netgear FVS338 router.

Thanks!

 

[Pepp77]

What does SSA show in relation to this extension? It sounds to me as though the phone is logged off - as the VPN being connected has no relation to the extension being logged in.

On SSA it should show the phone if it has either a base extension programmed or both a base extension and a user logged in.

 

[gknight1]

how do you know the ext is connected? what is displayed on the phone?

 

[davea2]

Do you have an IP Route in the IP Office to cope with the adrress range used by the Mode Config on the FVS338?

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