Cisco 7942G proxy phone stuck on registering

[bryanpeters1]

Hi Everyone,

Forgive me if I'm lacking any information, the jobs of fixing the issues with our phones was thrown at me after my manager retired. 

We have 8-10 Cisco 7942G phones out in the field that our Sales Managers use in their offices and the are all set up the same.  One of our new Sales Managers however, received his phone plugged it in, and the phone just sits on the Registering phase on the screen.  I gave him a diagram of how to set everything up, and if he didn't set everything up correctly I don't even think he would have gotten this far.

He was given a Cisco 7942G phone (set up the same as all of our other proxy phones), a Cisco Power Injector, and the necessary cat5e cables to hook it up.  He did say that he has a 2-in-1 router/modem configuration at home, and this is a link to that equipment: http://www.trustedreviews.com/Zoom-ADSL-X6-5590-Wireless-Modem-Router_Peripheral_review . 

My main question/concern, is that I thought I heard once that these phone don't play nice with router/modem hybrids such as the one linked to above.  Am I wrong?  Is there something I can do for this poor fellow?

Thanks in advance!

[Martin Moran]

Hi @bryanpeters1,

A few questions:

• Where are you trying to register this phone? From office or from home?
• What Call System are you using? Cisco? CME or CUCM?

Waiting for your answers.

Rgrds,

Martin, IT Specialist

[bryanpeters1]

Hi Martin,

This user is registering the phone from his home and I'm using Cisco CUCM System version: 7.1.5.33900-10.

Thanks!

Bryan

[Martin Moran]

Hi @bryanpeters1,

So I think he/she has the VPN correctly configured ...

Did you make sure that the TFTP server (CUCM in this case) is reacheable through the VPN from the user's home to the office?

Is the user acquiring the correct IP addressing to register with the CUCM?

Rgrds,

Martin, IT Specialist

[Richard Simmons]

If this is a newly configured handset then it must be registered on the LAN to the CUCM server first so it can download the necessary configuration for the VPN. 

What authentication method are you using for the phone?

There guide is really useful;

http://www.cisco.com/c/en/us/support/docs/unified-communications/unified-communications-manager-callmanager/115785-anyconnect-vpn-00.html 

Regards,

Richard

[bryanpeters1]

Thanks for the help guys,  I think Richard may have gotten it with making sure that the phone is registered on the LAN first.  I'm going to have this user ship the phone back to me and I'll re-configure it and take it to my house first to try testing it.  I'll reply with what happens!

Thanks again,

Bryan

[bryanpeters1]

I'm back,

The phone was received yesterday and one of my coworkers brought it home to test.  It got hooked up and registered within a couple of minutes, so I know the phone was set up correctly and if the user out in the field got as far as the "registering" screen, I think it would be safe to rule out an operator error on his end. 

This brings me back to whether or not Cisco is compatible with his modem/router 2-in-1.Here is his modem/router again.

http://www.trustedreviews.com/Zoom-ADSL-X6-5590-Wireless-Modem-Router_Peripheral_review

Does Cisco have any documentation about recommended or prohibited modem or router types?

Thanks everyone!

[Richard Simmons]

Did you connect the phone to the LAN prior to sending it home with your co-worker? 

I would take a look into the logs on the Router/Modem, check its not being blocked on the firewall, Check you ASA logs when he connects it to see if its getting that far. You can also check the log files on the phone itself by browsing to the IP Address - you will need to enable Web Server on the phone for this. 

Regards,

Richard

[bryanpeters1]

Hi Richard,

We did not connect it to the LAN before my coworker took it home.  It did fire right up though.  I'm thinking it does have to do with ports on the firewall.  If I find a way or I am able to get him into his router (he's not too tech savvy) are there specific ports that I should forward/open?  I was hunting online and found this list:

•    Port 5060 (UDP) – for connecting to the SIP proxy server.
•    Port 5004 (UDP) – SIP signalling.
•    Ports 8000-8019 (UDP) – for voice communication.
•    Port 10000 (UDP) – for communication with the simple traversal of UDP over network address translators (STUN) server.
•    Port 3478 (TCP and UDP) – also for STUN.

Are these the correct ones?  Are there any more that I would have to look into?

Thanks!

Bryan