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VOIP phones on RED 50 dropping dial tone to UTM 9.5

pittpens18

Having a pretty persistent issue that's been driving me nuts.  We run UTM 9.5 at the main site and have a RED 50 device at a remote site (Standard/Unified).  Starting last week, we've been randomly losing the dial tone on phones.  

Checking the firewall logs, if the dial tone is out, we'll see tons of UDP traffic going from the phone (192.168.x.x) to the the call server (10.0.x.x).  When the dial tone is working, we don't see any traffic on the firewall...

Phones have worked in the past, but i'm wondering if there is some sort of configuration tip I'm potentially missing.  Any ideas are appreciated.

Thanks!



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  • 0

    There are a lot of variables. You have to give more details of your configuration.

    Show you firewall rules related to that traffic. Maybe one or two lines of the log. And last but not least do you have information about your voip traffic?

    Is it normally not UDP traffic? Could be RTSP or whatever.

    Best

    Alex

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  • 0 in reply to Alexander Busch

    Thanks for the reply.  Right now we are using H.323 for phone calls at the remote site using RED.  The H.323 settings is configured to use the internal address of the phone server as the gatekeeper, and the remote network as the client.  For firewall rules, we are allowing any traffic between the phones and the phone system at the main site.  NAT Masquerading is enabled from the remote network to the internal network.  I'll attach a couple screenshots of the logs we see when the phones aren't getting a dial tone.

    It's odd since the phones will work sometimes, and not at other times.  I've tried configuring QoS settings to grant bandwidth pools to the phones, but didn't have much success.  

  • 0 in reply to pittpens18

    Hey pittpens18,

    thank you for this info. But I have to confess, I don't have an appropriate idea for this problem. Strange thing is, you get the log entries with fwrule value 60020 only if the problem is present?
    So maybe the packets travel other way while it works, sounds strange I know. I don't have too much experience with the H.323 setting, but would it work without this setting? Just your phones communicate with the phone server, that's all. You had already allowed traffic through firewall rules, right?

    Best regards
    Alex

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  • +1 in reply to pittpens18

    Hi and welcome to the UTM Community!

    "NAT Masquerading is enabled from the remote network to the internal network."

    It probably isn't related to the issue you're presenting here, but that's usually an indication of a misconfiguration that needed a Band-Aid.  What was the reason for adding that?  What changes in the logs relative to this issue if you disable that masq rule?

    Can your VoIP provider confirm that there isn't too much latency in the RED connection?

    Cheers - Bob

     
    Sophos UTM Community Moderator
    Sophos Certified Architect - UTM
    Sophos Certified Engineer - XG
    Gold Solution Partner since 2005
    MediaSoft, Inc. USA
  • 0 in reply to BAlfson

    We've been working on this issue for longer than I'd like to admit-- disabling NAT masq looks to have done the trick for us.  Phones are working just fine at the remote location now.  I wonder why it took so long for this issue to show itself though.  We've had this setup for close to 2 years and only recently started seeing this issue.

    Thanks for the help!

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