you're theory about the router blocking the ports is interesting, although this problem does not apply if the technician at the remote site is not able to connect through the software while connected directly to the CTX with a cross-over cable...

I am not exactly sure what the technician did try regarding the programming from the phone but he said they tried alot of things and it did not work.

I really do not want to be at the point to cycle the power on the CTX; i want to keep that as last resort! There must be something else i can do...