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Vonage VOIP / XG-210 Dropped calls, straight to voicemail issues

Jason Shaw

We have a fairly new XG-210 and have recently migrated from onsite PBX to Vonage. Smaller office, 30 extensions....100mb down/50 up...no packet loss in testing, minimal jitter 1ms-1.25ms..We have disabled the SIP helper on the firewall per some of the recommendations from Vonage and seen in the forums. We are seeing calls dropped and calls not reaching the phones or ringing 1/2 ring and going to voicemail or just straight to voicemail. Vonage says one call to an extension says phone did not respond when sending message so went to voicemail, etc...Is there anything I need to look at in the XG210? We made not special config changes with the exception of disabled the SIP helper. We tested with Vonage and they indicated eveyrthing looked great pre the go live...of course that was testing with one phone connected to their system. The issues are not tied to any specific extension...fairly intermittent. We have some calls I can see in the reporting that went on for an hour with no issues and other I hear the complaints. Any ideas would be greatly appreciated!!!

Thanks

J



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    I have vonage behind UTM at home but as you mentioned, one phone is different than the whole office. In any case you have to open outgoing ports

    DNS: Port 53 UDP
    TFTP: Port 21, 69, 2400 UDP
    HTTP: Port 80 UDP
    NTP: Port 123 UDP
    SIP: Port 5060 UDP
    RTP: Port 10000-30000 UDP 

    from https://businesssupport.vonage.com/articles/answer/Port-Forwarding-807 

     

    I did not DNAT any of the UDP incoming ports and I get calls no problems but like I said, I only have one phone. You can try using vonage phone ANY ANY rule as your first rule on firewall and see if it helps and then try controlling them with firewall rules once you have everything working.

    You will definitely need some kind of QoS rule to guarantee around 128k per phone line to have stutter free calls but you may have to play with it further.

  • 0

    Sorry if this post is a day late and a dollar short, but for anyone else that stumbles across this in the future, I hope it helps.

    I upgraded my SG 115 to an XG 115 an chose to enable all security features on the initial setup.  So, of course my two Polycom phones that run on my Vonage account quit working.  Here's what I did to get them working and I'm open to anyone letting me know if I've done something I shouldn't, but first off, none of what I did required any inbound firewall rules.

    Steps I took:

    Created static DHCP entry for my two Polycom phones.

    Created IP Host entries for each phone.

    Created IP Host Group for the phones and put both of them in that group.

    Created a firewall rule and put it at the top of the list with the Source Zone set to LAN, Source Networks and Devices set to the group I put the phones in, set the Destination Zones to WAN, the Destination Networks to Any, thought it would be nice to know what Vonage's networks are, and the Services to Any, though that could be choked down to a Service Group that just contains the actual services required to work with Vonage or your VoIP provider.

    On that same firewall rule I made sure nothing was selected in the Web Malware and Content Scanning section, and below is a screenshot of the advanced section, but choosing the Traffic Shaping Policy and the DSCP Marking might help with the undesirable behavior, or get it to work if it's not working at all.  Though having adequate bandwidth could always be an issue to.

    Once that was all done, I power cycled the phones and they worked just fine.

    Best of Wishes,

    SJ