Your Physical IP Devices and Softphone require certain configurations to be in place in order to ensure inbound calls can ring your device, outbound calls complete successfully, and no call quality issues are encountered. Each router handles their Firewall settings slightly differently but the information below will help steer you in the right direction. As each router is different, we are unable to offer specific instructions how this is configured for your specific Router/Firewall. However, we can offer recommendations on best-practices that can be implemented by yourself or the person responsible for the installation and use of your Network and Internet Services. If after reviewing the information below you are still having trouble, contact our support team and we will do our best to help.
- SIP ALG – Make sure SIP ALG is disabled in your Router and Firewall as this will cause issues with call delivery and call quality.
- NAT – NAT issues can present themselves if you have multiple routers in your network setup. Check with your Network Admin to ensure you do not have a “double NAT” issues.
- Ports Used: Referring to your Router/Firewall settings, to ensure proper call delivery and quality, make sure that your Router or Firewall are configured to allow traffic on ports: UDP 5060-5065 and UDP 10000-20000
- QOS – QOS or Quality of Service is a setting available in most business-class routers and firewalls that helps to prioritize certain types of traffic over other types that are less sensitive to latency. For example, Voice over IP and Streaming require real-time communication or it will negatively affect your experience. Enabling QoS will help to ensure reliable Voice quality.
- For testing purposes, disable your routers Firewall and place test calls. If the problem is no longer observed, Your Routers firewall is blocking the signal / connection.
- If you have followed the steps above but are still experiencing 1-way audio issues, contact your internet provider and ask if your Gateway/Router has SIP ALG enabled. Some Providers can only disable this setting on their end.
- In some cases, Internet Providers supply a Gateway/router where SIP ALG cannot be disabled. In these cases, they can typically provide an alternate model without this setting. Contact them to see what is available in your area. SIP ALG will break the connection between your device and our service and will need to be disabled for proper use with your One40 service, as with any Voice over IP Solution.
Client Based SIP Testing
This link will download a small .exe agent that can test for the presence of a SIP ALG on the network the host PC is connected to..
After downloading, open the file and accept any permissions your windows/mac machine may ask for.
If the results = False then a SIP ALG was not detected by the client.
If the results = True then a SIP ALG is active and must be turned off.
Web Based SIP and QoS Testing
Visualware is a provider of internet based VoIP testng tools.
They offer a series of VoIP test tools that include a SIP ALG tester.
Below are 2 links to some of their web based test.
This option must be run using internet explorer with java enabled.
This option runs using HTML5 and their custom plugin.
If you continue to experience trouble please contact our support team for further assistance.
