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Información básica necesaria para solucionar problemas con Voz IP

12/20/2019 4 People found this article helpful 101,290 Views

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    Description

    Este artículo pretende recoger la información básica necesaria para poder identificar un problema con Voz sobre IP y poder investigar satisfactoriamente dicho problema haciendo un análisis adaptado a cada escenario.

    Resolution

    Cuando intentamos solucionar problemas de Voz IP, es necesario aportar la siguiente información:

    • Cuál es la marca del teléfono? Es el teléfono SIP basado en Hardware o Software? Cuál el es fabricante del teléfono? Aportar el modelo y versiones relevantes.
    • Cuál es la marca del PBX?
    • Cuáles son los protocolos de Voz IP en uso (H.323, SIP)? Es ésta marca completamente compatible con H.323 o SIP?
    • Cuáles son los CODECS de Audio en uso?
    • Dónde se encuentra el Servidor (PBX) en LAN, WAN o sobre VPN?
    • Impacta el problema en las llamadas internas solamente, externas o ambas? Dónde están localizadas tanto la persona que llama como la que recibe la llamada?

    Responder en relación al SonicWall dentro de tu red.

    • El problema con el audio es solo en una dirección? El problema es notable en ambas direcciones?
    • Localización (en relación con el SonicWall) del GateKeeper, Call Manager o Proxy? Las respuestas a éstas cuestiones determina cómo las llamadas están montadas y si el SonicWall debería de formar parte de ese montaje.
    • Cuál es el comportamiento del teléfono y/o llamada?

    - Los teléfonos se registran correctamente?

    - Se oye tono en la llamada?

    - La llamada llega a conectar?

    - Se puede oir la conversación desde ambos lados?

    - Cómo es la calidad de la llamada?

    - La llamada llega a cortarse en algún momento?

    • Qué tipo de conexión WAN esta usando SonicWall y cómo esta configurada para atender a las necesidades para la implementación de VoIP?

    - Qué ancho de banda tiene disponible para la interfaz WAN?

    - Cuál es el volúmen de llamadas diario?

    - Cuánto ancho de banda necesita la implementación de VoIP?

    - Se dispone de suficiente ancho de banda incluyendo tráfico VoIP y el resto?

    - Está habilitada la opción de "fragmented packet handling" en el SonicWall?

    - Cual es el valor de la MTU configurado en la Interfaz WAN?

    • Está habilitado "Bandwidth Management (BWM)" o "Quality of Service (QoS)"?

    - Esta BWM correctamente configurado? : How to Configure Bandwidth Management in 5.9 Firmware

    - El tipo de QoS configurado correctamente?

    • Están habilitado H.323 y/o "SIP transformations" en el SonicWall? Se reinició el SonicWalldespués de hacer éstos cambios?

    Si necesita asistencia técnica para resolver incidencias con VOIP, es necesario aportar las respuestas a las preguntas anteriores. De este modo, para Soporte Técnico será mucho más fácil identificar el problema y dar una resolución al mismo.

    Por favor, aportar los archivos de soporte:

    1. - Packet Capture. Es una de las herramientas más importantes ya que permite analizar en detalle el proceso de la llamada.
    2. - Technical Support Report (TSR)
    3. - Settings(.exp)
    4. - Logs (csv,txt)
    5. - Topología de red.

    Por favor sigue el siguiente Artículo para la exportación de dichos archivos: How to Download Tech Support Files (TSR, EXP, Logs) From SonicWall UTM Firewalls

    UTM - VoIP: SIP phones cannot make or receive calls
    UTM - VoIP: In what VoIP, Streaming Media, scenario should SIP/H323 transformations be enabled?

    Related Articles

    • Aviso de seguridad: Firewall de SonicWall - Vulnerabilidades de administración
    • Cómo acceder al SonicPoint en Safe Mode
    • El Log muestra FTP: PASV response bounce attack dropped

    Categories

    • Firewalls > NSv Series > VoIP
    • Firewalls > NSa Series > VoIP
    • Firewalls > TZ Series > VoIP

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