Softphone Issue

[Nabin]

Hi, we are using tpg bizphone softphone in our network. There's an issue with the audio only on incoming but outgoing is fine. However, if we use this service with no change on different network, everything seems to be working perfectly fine. Also, we are using forinet firewall on our network.
Thanks for the help.

[icecream-guy]

is the fortinet on the network having problems with audio, and not on network where everything works. probable firewall blocking issue. also issue could be other side, have you tried different sites with same issue? or is it just one site?

[deanwebb]

Thinking firewall blocking here as well. What are the network ports the video traffic uses and is there a permission for those ports to/from the softphones in the firewall rule set?

[icecream-guy]

probably not relevant, but I had a case many years ago where critical VOIP calls were dropped at random for no reason, deep investigation turned out that when one of the site was on mute for like 20 minutes (don't remember the exact timing) but when there was no back and forth conversation between sites, the phone manger thought the call had issues and dropped the call.  solution was to have acknowledgements between the two parties every less than 20 minutes, which kept the call alive and there were no further issues.  Believe me this was a TOUGH one to troubleshoot and only packet captures on both ends helped resolve this issue