atcomsystems.ca/forum Forums TDM Business Telephone Systems NEC Telephones & Systems Remote IP phone no audio

The system is SV9100, and has a remote worker that has been using an IP phone at home for many years. Today that worker gets a "Can't send RTP packets" message on the display whenever a call is made.

Both incoming and outgoing calls have no audio. All the display, signalling, etc are ok. Typical firewall/router port setting problem, right?

The IT guy says nothing has changed on his side. The 9100 had not been updated or changed. I've setup an IP phone at my place and have the same results. Classic 'not my problem' scenario. Don't know where to look next.

Thank you.
Jim

Well, this one turned out to be some weird firewall thing. They have two ISP's that the firewall takes care of for load balancing and failover.

When this trouble started, they disabled the secondary isp. We had the primary isp's address in the remote phone for the WAN mate adddress.

This morning, in a desparation attempt, IT turned the secondary isp back on in the firewall. And it all worked. They are investigating what, why, etc. but the phone is working now.

Bizarre! Does the 9100 have the external IP programmed in it somewhere? If so, any chance it's set to the backup IP instead of the primary?

Good call, Toner. As it turns out, the IT guy asked the same question a short while ago.

I looked through the 9100 database, and didn't have to go far. In 10-12-07, it asks for the NAPT Router IP. It was populated with the secondary isp's address. Which is the only isp we had at the time of the original install years ago.

When the new isp was added, it was made the primary, and the 9100 never got updated. There was apparently some network issues over the weekend for the secondary, and it showed up on the remote IP phone.

I changed the address and rebooted. It's the little things that get you.