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[SOLVED] Forwarded calls: No audio [message #123833]

Mon, 31 August 2015 16:18

Silverstar
Messages: 157
Registered: April 2013
Location: Cologne, Germany

Hi Folks,

strange issue here:
If we forward calls to external numbers the calls is established but there is no audio.

Ex.: Using a Speed Dial entry (66550) to forward ext. 440 to external number +49221123465.
When calling 66550 internally get successfully connected to ext. number.
When calling ext. 440 from antother ext. number, call t gets established without audio

Any ideas where to look?

Thx!
Silverstar

[Updated on: Wed, 02 September 2015 09:11]

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Re: Forwarded calls: No audio [message #123835 is a reply to message #123833]

Mon, 31 August 2015 17:57

ksnyder
Messages: 557
Registered: August 2014
Location: USA

Have you exhausted the suggestions in:
http://kb.kerio.com/product/kerio-operator/troubleshooting-k erio-operator/troubleshooting-call-quality-issues-1387.html ?

Ken Snyder

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Re: Forwarded calls: No audio [message #123839 is a reply to message #123833]

Mon, 31 August 2015 20:49

Silverstar
Messages: 157
Registered: April 2013
Location: Cologne, Germany

The strange thing is, that if I set a forward for a user or call the forwaded speed dial internally the forward comes up normally and with audio.
Only if I call from outside an let the call forward by the speed dial the no audio problem occurs

@Ken: Because we've absolutely no trouble with connections and call quality and even forwards work exept for the described case, a see no reason to dig deeper into the "normal" call quality issue things.

[Updated on: Tue, 01 September 2015 08:30]

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Re: Forwarded calls: No audio [message #123848 is a reply to message #123839]

Tue, 01 September 2015 08:43

Filip Jenicek (Kerio) is currently offline

Filip Jenicek (Kerio)
Messages: 968
Registered: September 2010
Location: Sydney

Hi,

issues like this one are often caused by Gateways (NAT) incorrectly forwarding or dropping the packets.

Try the following:
1. Check that Operator is configured to be behind NAT (screen Network). Verify that the public IP address is correct.
2. Review settings of your router/gateway/smart switches and disable any SIP support (often called SIP ALG).

If the above tips didn't help, please contact our support team which will ask for some debug files and a packet dump to analyze the situation.

Best
Filip

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Re: Forwarded calls: No audio [message #123850 is a reply to message #123848]

Tue, 01 September 2015 08:52

Silverstar
Messages: 157
Registered: April 2013
Location: Cologne, Germany

Hi Filip,

thanks for jumping in.
NAT is enabled but the SIP trunk involed in this scenario is connected to a seprate LAN card because its realized via separate network from our carrier.

As I mentioned, I've no problem forwarding calls from a user or calling the speed dial direkctly from an internal phone.

Only the forward for a call to an ext. which has the speed dial as the target fails with no audio.
So I think there must be something different, how Operator handles the forwards or sets headers or...?

Thx
Silverstar

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Re: Forwarded calls: No audio [message #123898 is a reply to message #123850]

Wed, 02 September 2015 09:16

Silverstar
Messages: 157
Registered: April 2013
Location: Cologne, Germany

Thx Filip for the superb help here!

A quick description for the public:
I've two ethernet cards on my Operator machine because my main carrier provides the SIP trunk via private network with public IPs...

Therefore I had to tweak the routing of Operator a bit and that caused some trouble with the forwarding.

The solution Filip brought to me was to add the IPs of the SIP trunk to the local addresses group.
Now it works like a charm