Cisco Jabber Phone service are not working via VPN

[rajithahettiarachchi]

Hi,

I have installed Cisco jabber and tried to connect via vpn and it's not working. But it's working in same LAN. So, i thought there is a problem with firewall , but there is no blocking applied. Also I have registered CIPC via VPN and it's working fine. but Jabber phone service are not working. Also I tried to connect only to the phone services, but i got the same issue. Please find the attached for more info.

Thanks & Regards,

Rajitha

[rajithahettiarachchi]

I'm using jabber widows client.

[Leszek Wojnarski]

Hi,

Can you generate Jabber problem report and attach it?

When attaching the problem report, please include exact time and date of the issue.

Leszek

[rajithahettiarachchi]

Hi,

Please find the attachments and thanks for the respond.

09/06/2016 & time 14.00h

Regards,

Rajitha

[Leszek Wojnarski]

Hi Rajitha,

Can you confirm that Call Manager service is running on 172.16.24.3.

Additionally can you please check that you can telnet 172.16.24.3 5060 - to make sure TCP port it open.

It might be good idea to take wireshark capture from the time when you start jabber and try to connect to servers - this should tell us if connectivity is ok on all the ports.

Leszek

[rajithahettiarachchi]

Hi Leszek,

Yes Call Manager service is running and I'm able to register CIPC via VPN. Also I have attached packet capture. first I tried to log in only to the Call Service and then I tried to log in Cisco IM & Presence.

Thanks,

Rajitha

[Leszek Wojnarski]

Hi Rajitha,

Looks like you have taken pcap on incorrect network adapter as i don;t see any traffic to/from 6970 or 506, actually there is nothing to your CUCM servers.

I think you'd need to take pcap on a different network adapter.

One question on CIPC registration - is your CIPC configured with SIP?

Leszek

[rajithahettiarachchi]

Hi,

Yes, CIPC is configured with SIP. I will take the capture agin, but I have taken the correct network adapter (Connected via VPN).

Rajitha

[Leszek Wojnarski]

Withing the pcap it would be nice to see CUCM logs as well. So if possible please attach them as well.

This is how to collect them:

https://supportforums.cisco.com/document/126666/collecting-cucm-traces-cucm-862-tac-sr

Leszek

[rajithahettiarachchi]

Hi Leszek,

There was an issue with dns and I have changed CUCM server dns name to IP (in CUCM administration System--> Server). Now I can register via VPN. But there is a problem ,  Caller cannot hear the voice of the receiver. But receiver can hear the caller's voice.

Rajitha

[Leszek Wojnarski]

One way audio issues are are in 99% cases problem with routing or with firewall blocking RTP ports.

Have you confirmed that both parties can ping each other?

Additionally check if ports UDP range 16384-32768, are opened between caller and receiver.

Leszek