Avaya IP Office -IP phone issue. 2

[TnPtech]

I have an Avaya IP Office newly installed, and I'm having an issue getting the J179 IP phones to register to the network. So here goes, The client has a very secure network, and the IT staff says all the ports and routes are in order for the IP phones to work properly. The IP phones have been programmed in the configuration and once installed on the network are not coming up. They are asking for a SIP Server which we aren't using. The firmware has been updated on the J179 phones, the 179's have also been defaulted, and restarted. I have had a 3rd party Avaya technical support tech go through the IP Office config, and he stated everything is correct, and crossed referenced the documents provided by the IT staff. With that said the issue is still outstanding, and I'm not sure where to go from here.

Any input and/or suggestions appreciated.

 

[cody64]

Silly question, but have you connected the IPO and phones just on their own switch to isolate the customer network?

 

[TnPtech]

Silly question, but have you connected the IPO and phones just on their own switch to isolate the customer network?

HI, Yes we did connect the phones to a POE switch connected to the IP Office WAN port and the phones did work. I would think if they worked like that they should on the LAN port, but they will not. The IT staff swears their network is good, but I have no real way to prove it otherwise.

 

[MikeeOK]

What do you mean by "They are asking for a SIP Server which we aren't using"?

 

[MikeeOK]

Good idea of codys64 this would prove your setup and clearly point it to the IT configuration.

 

[Shibz]

Is it a standalone site??

 

[TnPtech]

What do you mean by "They are asking for a SIP Server which we aren't using"?

Hi, We have the SIP server IP already in place and the phones keeping asking for them on the display. We have went round and round trying to figure out why.

 

[TnPtech]

Is it a standalone site??

Yes this is a standalone site. The IP phones are located across the street at a warehouse facility which is connected via fiber and on the main sites network.

 

[derfloh]

Sound either like a misconfigured DHCP server or some kind of LLDP configuration on the switch that forces the phone to connect tobte Wein SIP server or a bad 46xxsettings.txt or 46xxspecials.txt. Do you see the phones load those files?

 

[FractalTelecom]

HI, Yes we did connect the phones to a POE switch connected to the IP Office WAN port and the phones did work. I would think if they worked like that they should on the LAN port, but they will not. The IT staff swears their network is good, but I have no real way to prove it otherwise.

Actually, you did prove it by providing your own switch and plugging them in direct. Take in your switch, bypassed their network and show them that they work.

There is always some little tick box or wrong configuration that has not been checked on the network side….

 

[IPOriface]

Sysmon will show you if the registration requests (assuming the aforementioned SIP server address is correct - although this is a bit weird, the J's generally sit on "acquiring service" if there's a network issue) are hitting the IPO. If they are, then check if there's a NAT issue (pure guesswork, knowing nothing of your network topology, but it sounds like they might have a router or firewall on the end of the fibre, given their "very secure" network), or if a SIP ALG/Helper is molesting the packets, changing IP's/ports on the return traffic.
A wireshark at the handset may also help to show traffic returning.
We've had to do multiple wiresharks at various points on networks to prove the IPO's working correctly and the client had stuffed up their network config. We have little 1-in-2-out port replicators, and run a wireshark off a laptop for situations like this.

 

[Swiney52]

I have not had this issue on a LAN but multiple times when trying to get phones to work remotely I would get random issues and the IT guys would swear it wasn't the firewall/port forwarding. As a quick test I would have them open everything on the firewall/port forwarding and magically the phones start working. That proves to the IT guys that it is the firewall and now they have to figure it out.
I don't know if this is something they can do on the setup they have but it is worth a shot to ask.
Remember IT guys are like the carriers, it isn't their problem until you prove it is.

 

[TnPtech]

Hi

FractalTelecom​

Programmer Would it be possible for you to message me. I would like to speak to you if possible. Thanks​

 

[Akram1978]

you can try to convert the IP phone firmware to H323 and try to connect, no need to SIP server to make this Phone to work, in this step will know there are something wrong in your network related to the ports, or you can make sure all the ports are opened in tow way for test and the network team can filter all ports that its needed for this connection.

By the way, you can give the needed ports to make it open

PORT STATE SERVICE
22/tcp open ssh
80/tcp open http
443/tcp open https
1300/tcp open h323hostcallsc
1720/tcp open h323q931
5060/tcp open sip
5061/tcp open sip-tls
7070/tcp open realserver
8000/tcp open http-alt
8443/tcp open https-alt
9080/tcp open glrpc
53/udp open domain

 

[derfloh]

Sound either like a misconfigured DHCP server or some kind of LLDP configuration on the switch that forces the phone to connect tobte Wein SIP server or a bad 46xxsettings.txt or 46xxspecials.txt. Do you see the phones load those files?

Did you check this? I would not recommend to convert the phone to H323. This will not bring you a step further to the solution. Especially as it seems that the initial step (DHCP, settings file download) does not work and that is the same for SIP and H323 phones.

 

[gkittelson]

Hi TnPtech,

The IP Office is your SIP server usually if everything you're doing is local. Also, if you've been only been using h323 phones and now you have SIP phones you'll have to turn on the SIP registration in the IP Office as well. I hope you've done that (SIP trunks enable for SIP trunks and SIP registrar for phones)

There is a LOT to process here, so I'll try and break down my suggestions. I have seen the J179 and J189 phones on the latest firmware not want to connect unless they have the TLSSRVR settings also added. In the past these weren't used but now we have them on all of our client DHCP servers.

We never use the WAN port. Far easier to set your own tagged VLAN on the switches for the phones, we like to use VLAN 200, and you set the switch to have your phone system natively on that VLAN for the just that LAN port and all of the phones on tagged ports on your switches to that VLAN. That way your phones can be on any port and you won't care and they'll be happy in any building on any port. If you have many phones with devices on the same subnet you'll max it out, so better to keep them separate and happy on their own.

You can use the DHCP in the IP Office or your own DHCP server. I'm going to give you an example of the DHCP settings you'll need if you're using your own DHCP server.
MCIPADD=10.0.200.5,MCPORT=1719,VLANTEST=0,HTTPSRVR=10.0.200.5,L2Q=1,L2QVLAN=200,TFTPSRVR=10.0.200.5,TLSSRVR=10.0.200.5

MCIPADD is your phone system, HTTP is for your phone system for upgrades, L2Q=1 is turn on vlan and L2QVLAN is the vlan for the phones to use, TFTP is for upgrades from your phone system and the last one, which I believe might be part of your problem, is for the https link to the IP Office.

You MUST give out the 176 and the 242 options in DHCP for this to work properly.

The Avaya IP Office will do all of this for you if you're using it for DHCP.

As I said, on the newer phones without that TLSSRVR setting they'll just refuse to cooperate until they get that setting and then they'll play nicely again. I hope your issue is that simple!

 

[gkittelson]

Did you check this? I would not recommend to convert the phone to H323. This will not bring you a step further to the solution. Especially as it seems that the initial step (DHCP, settings file download) does not work and that is the same for SIP and H323 phones.

Derfloh is right - I would bet money on DHCP issues and making a J179 h323 is just a bad idea!

 

[MikeeOK]

Hey TnPtech

Have you got this sorted? If so what was the issue?