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Troubleshooting
• One or all Remote IP Feature Phones is getting only one-way audio or no audio.
– If there is a firewall or proxy server check to make sure that the UDP Port for that phone, and for
the IP PBX is open for both incoming and outgoing traffic.
– If the router is using NAT ensure that the UDP ports on that router are all open.
• One or all Remote IP Feature Phones are having voice-quality issues.
– Is the customer using a dedicated or Point-to-Point high bandwidth circuit? If so check the bandwidth
utilization and latency of that of that line. If either of those are high, refer the customer to the CIR
1
(and SLA,
if the customer has one), and have the service provider troubleshoot the line.
– Is the customer using an ISP to transmit the voice across the Internet? If so it is a network issue.
Run PING and TRACERT to show the customer that the latency and number of hops is high. Also,
have the ISP look at the line to make sure that it is provisioned properly and that everything on the
line is running the way it should be. Additionally, recommend that the customer check with other
ISPs in the area about providing service on the corporate and remote ends. If that isn't feasible, try
to get at least the same backbone carrier between the sites.
1
Service-level agreement.
G.2
Remote IP Feature Phone Installation Manual
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