Remote user with no audio

[kurtww]

We have several users that work from home, and everything is working fine for them. Now we have a new user who is not getting any audio either way. She has a Linksys 941 phone connected to a Netgear switch which is connected to the ISP's modem/router. The phone logs in to the PBX fine, and calls in and out will ring, but there is no audio heard on either end. I spoke to the ISP (Nettally.com) and they said they are not blocking any ports and it should work. They did port forward 5060 and 5061 to the phone's internal IP, but that didn't help. Is there something else I can do to try to troubleshoot this?

Thanks,

Kurt

 

[Stewart]

5060 and 5061 are for SIP (registration, signaling) which seems to be working properly. You probably need to forward RTP to get the media (audio, video) as well. I'm not sure the RTP ports, but I think it's something like 10000-20000. Setting up Wireshark and capturing the packets would tell you the ports you're working.

 

[cosmicwombat]

I think it is important to point out that the ports are UDP. So, I normally do 5060~5062 UDP and 10000~20000 UDP.

Are the other remote users also using Linksys phones ?

Lastly, you normally would not have to open the end users firewall up.

 

[Lost Trunk]

See freepbx.org/support/documentation/howtos/howto-resolving-audio-problems

 

[briankelly63]

See also...

http://www.asteriskguru.com/tutorials/sip_nat_oneway_or_no_audio_asterisk.html

 

[kurtww]

Update

Thanks for the replies. The other users that are working are also using NAT and we haven't had any problems recently getting them working. I definitely have had issues in the past with NAT, though in general things seem more stable these days. That being said, I think that is probably what this issue is related to, and I think it has to be in the ISP's router or configuration thereof. They have port-forwarded both UDP and TCP on ports 5060/5061 and 10k-20k, but it hasn't helped. For now I have gotten the user working by installing X-Lite and connecting through the VPN connection established by her desktop. That works fine, so I may just leave it at that.

Thanks again,

Kurt