Hot!VPN and Mitel Connect VoIP software - no audio

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John_Williamson
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2020/04/29 09:32:30 (permalink)
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VPN and Mitel Connect VoIP software - no audio

We are having an issue where users, using our VPN connection, with the Fortinet VPN client and using the Mitel Connect software do not get the audio portion of a phone call. Neither side of the call can hear each other. The this feature with "soft phone" works, when the computer is internal and not making use of the VPN.  I don't know if it is a setting in the Fortigate or an issue with the Mitel software.
 
What are the best practices and settings for VoIP calls through the firewall ?
 
 
 
 
#1

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    dsteinbach
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    Re: VPN and Mitel Connect VoIP software - no audio 2020/04/30 13:20:18 (permalink)
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    I'm sorry if this is being double posted.
     
    We are having the same issue using SSL-VPN on a FortiGate 301E and Mitel Connect.  It appears that the UDP packets that carries the audio for Mitel Connect is not passing through the VPN.  I wonder if the UDP packets can not be encrypted therefore it is not allow to pass through the VPN.  Is the a way to have UDP pass through a SSL-VPN or would an IPsec VPN work better? Thanks.
    #2
    John_Williamson
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    Re: VPN and Mitel Connect VoIP software - no audio 2020/04/30 14:21:56 (permalink)
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    Have you been able to show SIP packets and UDP packets being blocked ? I am still trying to find where the traffic stops so I can focus on that. 
     
     
    #3
    kulas
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    Re: VPN and Mitel Connect VoIP software - no audio 2020/04/30 22:06:09 (permalink)
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    I do have this same issue. Hope someone could help us about this.
    #4
    John_Williamson
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    Re: VPN and Mitel Connect VoIP software - no audio 2020/05/04 11:11:46 (permalink)
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    Some packet sniffing inside the our Fortigate shows an error getting to UDP port 10000 coming from the VPN device into our network, but no errors going from inside to out the VPN. We have a specific service for the VoIP phones that covers this port and 'all' services are allowed with this VPN tunnel, so there must be something not obvious that needs changing.
     
     
    #5
    localhost
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    Re: VPN and Mitel Connect VoIP software - no audio 2020/05/04 11:34:48 (permalink)
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    VOIP issues are often a pain to troubleshoot.
     
    If you have guys already tried to disabling the SIP session helper or SIP Application layer gateway?
     
    See following Link:
    https://doc.boll.ch/virtual/1534/FortiOS_-_SIP_deaktivieren_v1.2.pdf
     
    Document is in german, but google translate does a decent job translating it.
    #6
    John_Williamson
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    Re: VPN and Mitel Connect VoIP software - no audio 2020/05/04 11:59:20 (permalink)
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    Yes. I have disabled SIP helper and the Gateway is set differently. 
     
    I think the issue is not so much the SIP, because the phone call is setup , and I can answer the call, which is what the SIP part is supposed to do, but the audio data is not making it. 
     
     
    #7
    localhost
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    Re: VPN and Mitel Connect VoIP software - no audio 2020/05/04 12:15:25 (permalink)
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    The SIP helper/ALG reads the traffic, modifies IP's and opens ports for the audio the pass.
    So this could very well be an SIP helper/SIP ALG issue.
     
    You are most likely using ALG-mode - in this case changing SIP helper settings has no impact.
    Can you verify with:
    # show full | grep default-voip
    set default-voip-alg-mode proxy-based

     
    And then verifiy your ALG settings are disabled.
    fgt # config voip profile
    fgt (profile) # edit default
    fgt (default) # config sip
    fgt (sip) # set status disable
    fgt (sip) # set rtp disable
    fgt (sip) # end
    fgt (default) # next
    fgt (profile) #
    end

     
     
    #8
    John_Williamson
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    Re: VPN and Mitel Connect VoIP software - no audio 2020/05/04 12:27:13 (permalink)
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    I changed the ALG to proxy based at the same time. 
     
     
    #9
    kulas
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    Re: VPN and Mitel Connect VoIP software - no audio 2020/05/04 20:52:43 (permalink)
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    I've opened a ticket on this issue and it's working now.
    #10
    kulas
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    Re: VPN and Mitel Connect VoIP software - no audio 2020/05/04 20:54:16 (permalink)
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    I've opened a ticket on this issue and it's working now.
    #11
    localhost
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    Re: VPN and Mitel Connect VoIP software - no audio 2020/05/05 00:01:23 (permalink)
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    kulas
    I've opened a ticket on this issue and it's working now.


    So what was the issue and fix for this problem?
    #12
    John_Williamson
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    Re: VPN and Mitel Connect VoIP software - no audio 2020/05/05 11:18:47 (permalink)
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    What did they do to fix it ? 
     
     
    #13
    kulas
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    Re: VPN and Mitel Connect VoIP software - no audio 2020/05/05 18:38:39 (permalink)
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    I used SUBNET instead of IP Range for VPN clients (172.16.10.0). Since split tunnel was enabled, I added the subnet of vpn clients as routing address under ssl-vpn portals and created ssl.root to ssl.root firewall policy.
     
    Below was the summary of the remote session with TAC support.
     
    A recap of what we have done:
     
    >Showed me the SSLVPN with the full-access split tunnel configured.
    >Mentioned your softphone was ringing, but no voice on either side.
    >You added the 172.16.10.0/24 into your sslvpn split tunnel.
    >Disconnected and reconnected the SSLVPN to get it on your device "route print".
    >You were able to ping 172.16.10.1(your colleague device), but your colleague wan not able to ping you.
    >Noticed the issue was on your colleague username which was not in the SSLVPN group on the firewall policy 50.
    >Added it in and was able to ping.
    >Tested call and was working as expected now.
    #14
    kulas
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    Re: VPN and Mitel Connect VoIP software - no audio 2020/05/05 18:46:12 (permalink)
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    I think you need to make sure that vpn clients can successfully reach the mitel director and the vpn client ip you wish to call. BTW firewall is running FortiOS v6.2.3
    #15
    John_Williamson
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    Re: VPN and Mitel Connect VoIP software - no audio 2020/05/06 08:10:34 (permalink)
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    We're not using split tunneling, so that is not part of our issue. We can ping from our VPN client to the Mitel server and from the Mitel server to the client. So, that is different. I suspect this was a good part of our issue...
    "Noticed the issue was on your colleague username which was not in the SSLVPN group on the firewall policy 50."
     
     
    #16
    John_Williamson
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    Re: VPN and Mitel Connect VoIP software - no audio 2020/05/08 09:18:22 (permalink)
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    We got our issue solved. 
     
    In our case, UDP traffic coming from the VPN to the inside could not get to port 10000 for UDP. Turning off NAT on the VPN to Inside policy resolved the issue. We have NAT turned on , on the outgoing policy still. 
     
     
    #17
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