Jabber audio issue when connected over pulse secure VPN

[vinayak-nayak]

Cisco call manager >>>> Cisco 3750 switch >>>> Juniper Firewall <<<<>>>> End user on Pulse secure VPN.

All users are unable to hear any audio when they are connected to pulse secure vpn and access their Jabber present on their respective PC's. Call initiated from the jabber gets connected fine to another user on jabber over vpn or to any external number but no audio is heard for either.. On the firewall all the UDP / TCP ports related to jabber are allowed and it has been verified that these ports are active plus the untrust to trust and vice versa policy has been checked too. On the Cisco switch has permit ip any any thus is allowing the necessary ports as well. If user is inside the office (i.e on the LAN network) then there is no AUDIO problem for jabber to call internally or externally, issue is only when externally connected through VPN... The logs / pcaps shows that required SRV records etc are all being resolved fine...

Details of the components involved are as follows : Jabber version 11.1 was checked so was Jabber version 12.8 (latest). Call manager version is 10.5.2.12901-1, CCMIP version is 10.5.2.22900-2. 

Have been troubleshooting this issue with Cisco TAC, Juniper TAC....just running around in loops... 

Please can anybody guide or share the resolution if they faced same issue... Thanks in advance..

[Roger Kallberg]

The RTP stream for audio will go directly between the two clients on VPN. You need to verify that they can communicate freely with each other. Have you checked if two VPN connected clients can ping each other?

[vinayak-nayak]

The issue is not only between two vpn users on jabber but even when a user is on pulse vpn and using jabber to make or receive call on their jabber. The call gets connected but no audio heard.. Also from the setup it has been verified that there are no ACL present that need to be allowed...

[Roger Kallberg]

Problem with no audio is in almost 100% caused by the RTP stream not reaching between the clients in the call. So the recommendation is to check if the clients on the call, whoever they are, can communicate freely with each other.

[Nithin Eluvathingal]

No audio issues are routing issue. you need to involve the firewall team. make sure that all required ports has been opened. 

you can refer below link for the port usages.

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/12_0_1/systemConfig/cucm_b_system-configuration-guide-1201/cucm_b_system-configuration-guide-1201_chapter_01010110.html

[vinayak-nayak · Accepted solution]

Hi All,

The issue was resolved by three steps:

1> Certain calls were landing on dial-peer 0 which did not have any codec class

2> A specific dial-peer was configure on the voice gateway with proper codec class

3> On the UCCX "persistent" setting was made  System > System Parameters > Persistent Connection 

Thanks