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Author Topic: Inter-Tel IP Phone Audio Issues  (Read 4486 times)

N_Lindz

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Inter-Tel IP Phone Audio Issues
« on: November 12, 2014, 01:28:48 PM »

Hello All,

I have a user who has a DIR-655, hardware revision C1, firmware 3.01 and he's having issues getting his IP phone connected to our server back in the office. IP phone works fine when it's directly connected to his modem (Surfboard) but when it's connected to the router he is only able to receive incoming audio for 10 seconds before it cuts out and he's only able to send audio, not receive.

I've tried the following:

Putting the IP phone in the DMZ (no go).
Disabling the SIP Application Level Gateway under Advanced - Firewall (even though I'm not sure that this phone uses normal SIP).
Forwarded the ports recommended by the IP phone supplier.

And that's about where I ran out of ideas.  Anything think of anything I didn't try?  Odd thing is I have this same router (hardware B1, firmware 2.10NA) and everything works fine.  I did notice that my router has SPI enabled and his does not but I haven't been able to get back on the users router to try that.

Any ideas?
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FurryNutz

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Re: Inter-Tel IP Phone Audio Issues
« Reply #1 on: November 12, 2014, 01:42:30 PM »

Link>Welcome!

  • What region are you located?
  • Are you wired or wireless connected to the router?
  • Has a Factory Reset been performed?
  • Was a Factory Reset performed before and after any firmware updates then set up from scratch?
>FW Update Process
  • Was the router working before any firmware updates?

Internet Service Provider and Modem Configurations
  • What ISP Service do you have? Cable or DSL?
  • What ISP Modem Mfr. and model # do you have?
  • Is ISP Modem/Service using Dynamic or Static WAN IP addressing?
  • What ISP Modem service link speeds UP and Down do you have?
  • Check cable between Modem and Router, swap out to be sure. Link> Cat6 is recommended.
  • Check ISP MTU requirements, Cable is usually 1500, DSL is around 1492 down to 1472. Call the ISP and ask. Link>Checking MTU Values

I recommend that you have your ISP check the cabling going to the ISP modem, check signal levels going to the ISP modem. For DSL or Fiber service lines, ensure that the ISP is using good working phone or cable lines to the DSL modem and that the phone lines are filtered correctly. For cable Internet, RG-6 coaxial cable is needed, not RG-59. Check for t.v. line splitters and remove them as they can introduce noise on the line and lower the signal going to the ISP modem. I recommend having the ISP service physically check the lines going from the out side to the ISP modem. Connecting to the ISP modem could result in a false positive as the signal to the modem could be just enough to that point then adding on a router, could see problems. The router operation is dependent upon getting good data flow from the ISP modem and the modem is dependent upon getting good signal from the ISP Service.

Router and Wired Configurations
Some things to try: - Log into the routers web page at 192.168.0.1. Use IE, Opera or FF to manage the router. Besure to log into the Admin account on the router.
  • Turn off TrueGigaBit Routing under Setup/Internet/Manual for those routers that have this feature for testing.
« Last Edit: November 12, 2014, 02:11:22 PM by FurryNutz »
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Cable: 1Gb/50Mb>NetGear CM1200>DIR-882>HP 24pt Gb Switch. COVR-1202/2202/3902,DIR-2660/80,3xDGL-4500s,DIR-LX1870,857,835,827,815,890L,880L,868L,836L,810L,685,657,3x655s,645,628,601,DNR-202L,DNS-345,DCS-933L,936L,960L and 8000LH.

FurryNutz

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Re: Inter-Tel IP Phone Audio Issues
« Reply #2 on: November 15, 2014, 09:21:55 AM »

Any status on this?  ???

Hello All,

I have a user who has a DIR-655, hardware revision C1, firmware 3.01 and he's having issues getting his IP phone connected to our server back in the office. IP phone works fine when it's directly connected to his modem (Surfboard) but when it's connected to the router he is only able to receive incoming audio for 10 seconds before it cuts out and he's only able to send audio, not receive.

I've tried the following:

Putting the IP phone in the DMZ (no go).
Disabling the SIP Application Level Gateway under Advanced - Firewall (even though I'm not sure that this phone uses normal SIP).
Forwarded the ports recommended by the IP phone supplier.

And that's about where I ran out of ideas.  Anything think of anything I didn't try?  Odd thing is I have this same router (hardware B1, firmware 2.10NA) and everything works fine.  I did notice that my router has SPI enabled and his does not but I haven't been able to get back on the users router to try that.

Any ideas?
Logged
Cable: 1Gb/50Mb>NetGear CM1200>DIR-882>HP 24pt Gb Switch. COVR-1202/2202/3902,DIR-2660/80,3xDGL-4500s,DIR-LX1870,857,835,827,815,890L,880L,868L,836L,810L,685,657,3x655s,645,628,601,DNR-202L,DNS-345,DCS-933L,936L,960L and 8000LH.

N_Lindz

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Re: Inter-Tel IP Phone Audio Issues
« Reply #3 on: November 17, 2014, 07:37:47 AM »

Waiting on the end user to get back on site (darn sales people that are always traveling).  However, I can answer some of these questions.

  • We are in Central Illinois, he is in the Chicagoland area
  • Wired connection to the IP phone and PC both
  • Factory reset has not been performed, but the phone was not working correctly before the firmware update (not sure what version he was previously on, this ticket was inherited from a co-worker).
  • Cable Internet
  • ARRIS / Motorola SB6121 SURFboard DOCSIS 3.0 Cable Modem (customer owned)
  • I believe he has 50/5
  • CAT5 cable is good

I will ask him to do a factory reset and see if that resolves the issue. Thank you for the assistance.



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FurryNutz

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Re: Inter-Tel IP Phone Audio Issues
« Reply #4 on: November 17, 2014, 07:50:35 AM »

Turn off TrueGigaBit Routing under Setup/Internet/Manual for those routers that have this feature for testing. I would also test TruGigabit enabled and the VoIP device set up with a reserved IP address then input this IP address into the routers DMZ under Advanced/Firewall.

Keep us posted.
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Cable: 1Gb/50Mb>NetGear CM1200>DIR-882>HP 24pt Gb Switch. COVR-1202/2202/3902,DIR-2660/80,3xDGL-4500s,DIR-LX1870,857,835,827,815,890L,880L,868L,836L,810L,685,657,3x655s,645,628,601,DNR-202L,DNS-345,DCS-933L,936L,960L and 8000LH.

DarnSalesGuy

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Re: Inter-Tel IP Phone Audio Issues
« Reply #5 on: November 18, 2014, 03:45:51 PM »

Factory reset didn't seem to work.  After that I turned off the TrueGigaBit routing and seems to be working fine now!  I'm going back to traveling....
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FurryNutz

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Re: Inter-Tel IP Phone Audio Issues
« Reply #6 on: November 18, 2014, 04:40:40 PM »

Next test, input the IP address of the VoIP device into the routers DMZ and turn TruGigaBit Routing back and on see if it works. It should.
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Cable: 1Gb/50Mb>NetGear CM1200>DIR-882>HP 24pt Gb Switch. COVR-1202/2202/3902,DIR-2660/80,3xDGL-4500s,DIR-LX1870,857,835,827,815,890L,880L,868L,836L,810L,685,657,3x655s,645,628,601,DNR-202L,DNS-345,DCS-933L,936L,960L and 8000LH.

N_Lindz

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Re: Inter-Tel IP Phone Audio Issues
« Reply #7 on: November 19, 2014, 05:24:23 AM »

Factory reset didn't seem to work.  After that I turned off the TrueGigaBit routing and seems to be working fine now!  I'm going back to traveling....

Cracking me up. Thanks for doing my job for me DarnSalesGuy, there's a reason you're my favorite.

Thanks for the help FurryNutz, we consider this issue resolved!
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FurryNutz

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Re: Inter-Tel IP Phone Audio Issues (RESOLVED)
« Reply #8 on: November 19, 2014, 07:16:25 AM »

Enjoy.  ;)
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Cable: 1Gb/50Mb>NetGear CM1200>DIR-882>HP 24pt Gb Switch. COVR-1202/2202/3902,DIR-2660/80,3xDGL-4500s,DIR-LX1870,857,835,827,815,890L,880L,868L,836L,810L,685,657,3x655s,645,628,601,DNR-202L,DNS-345,DCS-933L,936L,960L and 8000LH.