sundance-communications.com/forum Forums TDM Business Telephone Systems Inter-Tel Telephones & Systems inter-tel 8602 no sound/voice out of building

Hello, I have an inter-tel 8602 soft phone installed on a dell lat d830 with SigmaTel audio. The softphone works in our building on our lan flawlessly, in it's docking station and out. However when it leaves the building it does not work at all. I have sound even the tones of the keys but once I pick up on the other end of the call there is no sound at all.

I have reinstalled the softphone, the audio drivers, i thought it was a docking station issue until I disconnected the laptop from the station and it worked fine, in the building. I have disabled my windows firewall and antivirus, no change.

I've read about possible port issues but I have other laptops with the 8602 that work fine in and out of the building. Even in my testing I have one laptop next to me that works fine and this one does not. This is getting crazy and any help would be appreciated.

I too am having a similar issue with the 8602 softphone. It works fine while inside the network but as soon as I establish a connection coming in externally I can make/receive calls but get no audio. I find it interesting of your mention that it works fine on other laptops as the two I have been testing with are both Dell's (D820 and M70) using SigmaTel audio. I was thinking our problem was related to the firewall settings but after reading this I am thinking it may just be a driver issue.

How are you attempting to connect to the PBX when out of the building?

Which PBX/version are you using?

Try a USB headset and ditch the sound card altogether. I would lay bets that it is a NAT/Firewall issue. Make sure that your 8602 endpints in the DB are flagged for auto or NAT.

We have an Inter-Tel 5200 system running database version 1.2. I tried the softphone externally on a PC with a completely different sound card and experienced the same issue with no audio. I used a port monitoring program, and it appears that the 8602 is communicating just fine with our phone system on ports 5566 tcp and 5567 udp but the audio is trying to connect to our processor expansion module which is on its own IP on ports 6004-6247 udp. I am not sure if there is a way to configure our firewall to NAT the external address to two separate internal addresses by port range. Is there a way to configure the phone system to route the audio to the phone system address instead of the processor expansion module address?

You posted that you had a '5200'. Are you sure? The 5400 uses two internal IP addresses and has a Processor Expansion Module.

If that is the case, you need to use two different external IP addresses and NAT them to the two internal addresses using the same port ranges:

TCP 5566
UDP 5567
UDP 6004-6247

Additionally, you need to be sure that the PBX is configured for NAT. Connect to the system and go to System\Devices and Feature Codes\IP Connections. Make sure both connections listed are configured for the correct NAT address.

I'm sorry we do have a 5400 phone system. I am a little confused as to why we need 2 external addresses when the softphone appears to be configurable for only one. Is the softphone able to come in on the one address tied to the PBX, then look up the NAT for the Processor Expansion Module and set itself to listen for audio on that port? Right now if I look at the Status Information when connected externally it is trying to pass audio to the internal address of the Processor Expansion Module.

The main communication from the device is to the primary processor IP. Once the session is set up, the primary will offload rtp audio to the second expansion processor which has it's own IP. This is why you have to have 2 internal or NATd IPs for a 5400 system. You never have any device pointed directly to the expansion processor IP. The system will dynamically allocate RTP streams to the expansion and communicate that to the endpoint.