atcomsystems.ca/forum Forums Other TDM Phone Systems Iwatsu Telephones & Systems phone not connecting correctly at remote location

I work as a network consultant and have been given the problem on getting three phones to connect remotely to the main office. I know very little about ip phones / systems. The phone is question is a iwatsu IX5910. They will connect just fine in the office and if you connect outside the office and get an internet ip they work as well. I have even gotten one to work behind a firewall/router that was not connected via VPN. My problem is connecting over a VPN. The vendor indicated that if the phones connect in the office connecting via VPN is easy, but I must be missing something. I am using a Sonic Wall TZ210 in the office and a TZ100 remotely. I have yet to get the phone to get an ip address with dhcp, but that is another question. When I give the phone a static ip address it will connect to the system in the office and I get the 'full duplex' light that should indicate it is connected. I can make calls and can hear the people on the onther phone but they cannot hear me. From some of the messages I have read I suspect that it is some port blocked, but I have tried and failed to get the right port going to the phone, if that is the problem. Any help would be greatly appreciated.

Who "gave" you the problem?

If you are billing them then the best help i could give you would be to suggest you tell the customer to "give" the work to the phone vendor who has been trained on this.... stuff like this is complicated enough for people who have gone through training and know the product.

My client 'gave' me the problem and asked me to work with the vendor to get it resolved. The problem is the vendor doesn't return calls, is vague when I talk to them, and otherwise not much help. Sorry I bothered you,

No bother... and i don't know Iwatsu anyway. I was honestly just trying to save everyone some time and money by steering something fairly complicated towards someone who had been trained in it.

If the vendor won't address it then it is time for a new vendor... you may very well find a knowledgable Iwatsu dealer here who could either help you themselves or get you to a qualified vendor through the manufacturer.

The current vendors are probably are not being vague... they just don't want to walk someone else, who is charging their customer, through programming that is complicated and they spent money to learn. Imagine if they were on site and you got a cell phone call from them asking how to add someone to the network.

I understand that, bottom line is the customer, theirs mine or ours should be satisified. They have called and needed network configuration done to the their system working and if I was unable to get on it I told them what to do. Seems like turn about is fair play.

Setting each of the phones for static IP addresses is the first thing to do. It just makes life easier.

If the phones won't connect over the VPN, check the configuration of each phone for the proper IP, Subnet, gateway and port assignment with the main system. Opening ports isn't normally an issue with VPN. Make sure your 'inside main system IP' (CCU #1 )address is the one the phone is looking for.

Try to ping a phone from the main office. If that works out okay, try putting the remote phone's ip address in a browser at the main site. You should be able to hit a log-in page. This will verify the phone can see the phone system. If you can't,it indicates a network routing issue between sites.