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Incorrect firewall ports SIP phones

WLC
Occasional Visitor

Incorrect firewall ports SIP phones

Dear Community,

one of my clients bought a polycom VVX 401 SIP phone and I got some troubles with configuring the ports inside my firewall. I did the configs listed in FAQ section:

https://community.polycom.com/t5/VoIP-SIP-Phones/FAQ-What-Ports-Protocols-are-being-used-need-to-be-...

Afterwards the phone seems to be working perfectly fine. Nevertheless we face some trouble in a specific situation. If my customer is missing a call and try to use "recall" method we can establish the connection to the other side, but no voice can be heared. Further investigation (on the firewall) shows, that the telephone is trying to communicate with alternative UDP ports (different to the ones listed under FAQ section - e.g. UDP/2358). Can you explain and provide another, extended list?

Best regards

WLC

Message 1 of 6
5 REPLIES 5
Polycom Employee & Community Manager

Re: Incorrect firewall ports SIP phones

Hello @WLC ,

 

welcome to the Polycom Community.

Both the community's Must Read First and the community's FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:

 

  • Provide the exact Software Version of your Phone
  • Provide the Phone Model
  • Provide the Call Platform (aka openSIP,Skype for Business Online, Skype for Business on Premise, Lync)
  • Additional Polycom Infrastructure (RPRM,PDMS or BToE)
  • If applicable provide a backup of the phone in question

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup. Please rename into .TXT or Zip the file to attach.
Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package

  • If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
  • If possible provide the MAC Address or Serial of the device
  • Provide details for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details
  • For questions around Support please check here

 

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Polycom to have an overview of the current software used. In addition providing all details at the same time allow us to check logs or look up a potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.

 

For example if this phone is using Microsoft Skype for Business it uses completely different Ports.


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 2 of 6
WLC
Occasional Visitor

Re: Incorrect firewall ports SIP phones

Dear Steffen Baier,

thanks for your response. Sorry for the delay, but I was OOO last week on friday.

Regarding your questions:

 

1. Provide the exact Software Version of your Phone

5.9.2.3446

2. Provide the Phone Model

VVX 401

3. Provide the Call Platform (aka openSIP,Skype for Business Online, Skype for Business on Premise, Lync)

We are just using a standard SIP provider (German Telekom)

4. Additional Polycom Infrastructure (RPRM,PDMS or BToE)

Nothing of that, but the phone is doing SIP dail in itself

5. If applicable provide a backup of the phone in question

=> I can provide you the package. Please send a PM. I do not want to upload is here

6. If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable

=> see attachment

7. If possible provide the MAC Address or Serial of the device

64:16:7F:17:1E:A0

8. Provide details for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details

No. It happended 2 weeks after installation first time. After permitting some more ports on firewall the issue vanished. But again after a couple of the time we are still facing the problems. It seems to me that the ports are counted up without limited and ONLY if we are trying to use "recall function".

 

This is also strange:

<Open SIP RTP media port range for audio: 2222 to 2269>

These ports are permitted but obvisouly not used by the telephone.

Furthermore we are just using 1 telephone in whole company.

 

Greetings

niLuxx

Message 3 of 6
Highlighted
Polycom Employee & Community Manager

Re: Incorrect firewall ports SIP phones

Hello @WLC ,

 

Thanks for providing this. UC Software 5.9.2 was only released this Friday so I am surprised that this software would also show what you see.

 

And you can only reproduce this using the Redial Functionality?

 

Is this utilizing the DeutschlandLAN Cloud PBX via DT ?

 

The 64167F171EA0 shows it was sold via Allnet GmbH back in 29/03/2017 but I assume this could mean it spend some time in a warehouse.

 

I would assume we need to get this into our support so could you kindly open a ticket via Deutsche Telekom?


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 4 of 6
WLC
Occasional Visitor

Re: Incorrect firewall ports SIP phones

Hello Steffen,

 

thanks for your reply:

Regarding your questions:

 

UC Software 5.9.2 was only released this Friday so I am surprised that this software would also show what you see.

=> yes, I have updated the software last Friday and hoped that maybe solves the issue. I will try out again and will keep you informed.

 

And you can only reproduce this using the Redial Functionality?

=> yes, exactly

 

Is this utilizing the DeutschlandLAN Cloud PBX via DT ?

=> It's DT, correct. But we have a standard "Vioce Data S Premium" contract

 

The 64167F171EA0 shows it was sold via Allnet GmbH back in 29/03/2017 but I assume this could mean it spend some time in a warehouse.

=> Yes, probably. We ordered this phone via amazon. Maybe it was an "old" device. That's maybe the explanation for the old software version.

 

I would assume we need to get this into our support so could you kindly open a ticket via Deutsche Telekom?

=> not sure if they will support. We didn't order the hardware there, just the contract.

 

Greetings,

WLC

Message 5 of 6
Polycom Employee & Community Manager

Re: Incorrect firewall ports SIP phones

Hello @WLC ,

 

I suggest you contact the reseller mentioned with proof of purchase via Amazon and they should be able to open a support ticket for you.


We cannot troubleshoot this via the medium of a community forum as we may need your configuration or access to your account.


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 6 of 6