sundance-communications.com/forum Forums TDM Business Telephone Systems Inter-Tel Telephones & Systems testing dsl for ip phones

Thanks for the replies in advance.

We have a customer that is using a new provider for a dsl that connects the warehouse to the main plant.

The customer has a 5k with 3.2 software.

The customer said that with the old provider, they may have had problems before. The old provider is being used to provide the copper to the site. Dsl is on the same pair as the old Dsl.

We ran the qualifier on the circuit for two days. Percentage of completed packets for one call, was anywhere from 1 % to 95%. email sent on the circuit may have to be sent 2 or 3 times to be received.

Two ip phones are using the circuit to talk to the main plant system. Phones don't say looking for the system. The calls will lose audio at anytime, while the timer on the call is still counting. The callers aren't disconnected, the audio isn't there.

The carrier says that as long as the modem is showing green, it isn't their problem. They also said they looked into the customer's router and said the router gave a signal that maybe causing the problem. They won't look at the problem anymore. The salesman is the one that made the phone system and carrier sales.

What can be tested that would prove it was the carrier and not the ip phones or router.

Again thanks,

Mike

Can you be more specific about what networking equipment is being used?

Is the DSL modem a 2-wire or some other that has a router built in, or is it a single-port modem (if it the kind with a built-in router, and you have a router behind it, you are likely double-NATing...where 90% of the headaches start with VOIP).

I wouldn't think DBL Nat would be the issue with a loss of audio part time. Full time yea for sure but if you get audio at all it shouldn't be a nat issue.
Most modems have tools to look at stats if you are bridged and using a router behind the DSL that can have tools to see what is happening. Wire Shark is good to track what traffic is going on maybe a virus loading the network down. For Wire Shark be sure you have a HUB in line with the DSL and your switch unless you have a managed switch and you can set a port to monitor other ports. Sent PM if you need some help
Randy

Thanks for the replies.

Customer was using the dsl modems provided by the carrier. From there we were going into a linksys 8 port router at the main building site. At the warehouse end, we tried a netgear 5 port router, then tried a linksys 5 port router. Same issue all the time with audio.

Carrier finally sent out a tech, after the customer threated to pull the service and go back to the old carrier.

Carrier tech said that the firewall on the router at the main building was turned on and screwing things up. We had checked the router before, who knows.

Everything is working fine and the customer is happy.

Question is what is a good test to isolate something like this. Inter-tel qualifier was runned for 3 days with results going from one end to the other. I would think if the firewall was at fault, that there would be a constant result in the network test?

We had been in the main building switch to program the network ports for audio to the phone system.

I would like any sort of answer as to wtf was going on.

Thanks,

Mike

Try useing https://ping.eu/ to see if there may be some port blockage. I have found some providers (Verizon just sayin') blocking ports at times. They told me their current modem did not support what we were trying to do with the IP phones.
Other wise you may need to Wireshark it. https://download.cnet.com/Wireshark/3000-2653_4-10668290.html?tag=mncol
It takes a bit to learn but after you get it figured out this will find your problem. Mitel support uses WireShark to trouble shoot these types of problems.