IP Softphone Help

[lexcruz]

I have an employee that works from home and connects to our network via Earthink and a VPN connection.

I have 2 buildings that are tied together.

When she places external calls or calls to her home office, she is able to be heard fine.

When she calls our other building, she can hear the caller but they can not hear her with her headset. When she changes to Telecommuter mode and uses her own phone as a handset, she can be heard perfectly well.

What else can I check on her computer or software to stop the problem from occurring with her headset?

Tests I have taken:
1. When she works at the HQ with headset, it works fine.
2. When she travels to our other other and connects via our network, works fine.
3. When she goes to another building that has COMCAST internet service which is independent of our network, it works fine.
4. When she goes home and connects using Telecommuter mode and a phone in her house, it works fine.
5. When she goes home and connects using her headset and Road Warrior mode with either (LAN or Cable, DSL) selected - she can only hear callers but cannot be heard.

I am stumped. This use to work for her several months. Any suggestions????

 

[phoneguy55]

Is the other endpoint an IP phone? if so, then on her station form (page 2) turn off (set it to NO) direct IP-IP audio connections.

Is there a firewall between the 2 sights? Sounds like ports being blocked....

 

[lexcruz]

Her desk phone is a digital 8410 phone and at home she is using an IP softphone.

 

[siriussatelliteradio]

Hes asking if the call ends at another IP Softphone. When she places a call to the other building what phone type is she connecting to, TDM or IP?

http://www.sirius.com

The Radio Revolution has begun....

 

[NX01]

Well if she can be heard I would say that it is not a port issue. If so try what phoneguy suggested with the shuffling. It could be her mic is muted or the ports just need to be forwarded in IP softphone or on her home router to her computer IP address

In the future everything will work...

 

[lexcruz]

I think we have found the problem. I will be able to confirm in a few days. It appears that Earthlink is providing her with an IP Address on the same network as our other site and this is causing the conflict. We are going to try and change the IP Address that is assigned to her as an Earthlink customer and see if she is then able to call the other site.

This explains to me why she is able to communicate with her building and not the other building. They are on different networks.