Jabber one way audio and no RTMT logs

[biggizod]

Hi, CUCM 12.5.1.18901-, jabber is registered , user is experiencing issue with one way audio , when  i call user from my mobile phone or vice versa i cant hear user, but user can. This happens only with external (PSTN) calls. Tried to find call logs in RTMT real time data - nothing, there are internal calls user did /received  before and after my test calls , but no external calls , same thing in CDR analysis... User is remote and connected via vpn to company network. Cant understand how its possible, call established but no logs in the RTMT...any idea experts?

[Mohamed H. Abdelmotaleb]

Did you check the CUBE side during the external call ? 

show call active media compact 

[Mohammadreza Hadi]

one-way audio problems usually occurs because of network issues..
which probably >> one network side can send RTP traffic to another, but another side can not send RTP..

check network connectivity & traffic policy between network subnet of PSTN-VoiceGateway & network subnet of VPN-Remote-Users..
both of this two subnets must be allowed to send traffic to each other.. specially RTP traffic..

[Nithin Eluvathingal]

Based on the details you provided, the issue is that packets from the Jabber device are not reaching the voice gateway. This is why users on Jabber can hear, but PSTN users (mobile users) cannot hear what the Jabber speaker is saying.

Ensure that the VPN network has a route to the voice gateway. Try pinging the voice gateway from your PC while connected to the VPN. If the ping works, the problem might be that the RTP ports are blocked on the VPN subnet toward the voice gateway IP.

[Mohamed H. Abdelmotaleb]

@Nithin Eluvathingal @Mohammadreza Hadi  he said he can't find any CDRs or Callmanager logs in RTMT for external calls , I believe it is not justa  normal one-way communication issue. 

[Nithin Eluvathingal]

Since one party can hear the call, it confirms that the call has been successfully established. I suspect the RTP  is being blocked on one side. Given that the call is connected, its trace should be available in the CDR  and RTMT . @biggizod , you should recheck this. Additionally, please share the gateway logs with us to verify if the call is connected. To determine if the RTP is reaching the gateway, I would recommend running a packet capture on the gateway.

By the way, what type of connection do you have with the ITSP , and could you provide more details about your setup?

2.12.0.0

[biggizod]

cannot identify problem yet, maybe vpn gw or  maybe routing, user switched to different vpn gw located in another datacenter and has no problem now. 

[Nithin Eluvathingal]

You should recreate the issue and check the route first; to me, this appears to be a router-related problem. I’ll try the steps I mentioned in my previous reply to pinpoint the actual issue. If I understood your message correctly, when you moved the VPN gateway to another location, there was two-way audio.

[Mohammadreza Hadi]

if both VPN servers & Firewalls at both location are controlled by yourself
i suggest to check all configs on all related devices like Firewall, Router, Layer3 Switch & etc..
for see what's different between this two site ?? 
it's most probably a route or policy problem..

[biggizod]

HI, i ran debug ccsip messages and ccapi inout and attached logs with test call, i hide actual numbers with these names  MobileNumber called to JabberNumber in the final text file. I appreciate your help . Voice GW reachable from both vpn (good and not good one) Compared good call with this attached not_good one, good call has received Options 101 with all codecs, , not good call didnt receive. 

[Nithin Eluvathingal]

From the logs, it shows that the call connected and lasted for 36 seconds. To diagnose the audio issue, we need to perform a packet capture to determine if the actual audio from the Jabber side reached the gateway.

2.12.0.0