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Shoretel soft phone on computer with mic/headset through Firewall VPN

Posted on 2011-09-12
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Last Modified: 2012-08-14
Does anyone know the specifics of getting the Shoretel softphone working through a firewall VPN?

We have Sonicwall 3600 Pro Enhanced firewall with standard VPN (not SSL). We have Shoretel SG-50V and SG-90 switches. ShoreWare Director running build 15.21.3903.0

At home users have their own firewalls (Linksys or others) and they can do all other things on our network using the VPN software. The shoretel switch and other items are all on the same subnet (small office). But it cannot connect. If you bring the same laptop inside the network, it can work just fine. In both cases it is trying to access the switch by IP address (internal LAN one).

Are there certain settings in Shoretel's switches, our corporate firewall, or the home user's firewall that need to be set? I've tried looking at the admin guides but found them unhelpful in resolving this issue.
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Question by:MrVault
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digitap earned 500 total points
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Are you saying the corp network and the home network are on the same subnet? If so, this would be the reason for the connectivity challenges.
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by:MrVault
ID: 36524156
No, they're on separate networks. I'm saying inside the corp network, the ip phones and switches are on the same subnet as the servers and workstations since there are only a few.
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by:digitap
digitap earned 500 total points
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OK. Thanks for the clarification. There shouldn't be anything to configure on the sonicwall. The traffic over the VPN is trusted so there aren't any firewall rules that would block traffic. Unless, of course, ones were manually configured.

Speaking of the VPN, is this the Global VPN Client you are speaking of? Can you ping the Shoretel switch over the VPN? If the switch and/or VoIP gear haven't been configured with a gateway, they won't be able to find their way back over the VPN to the laptop.
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by:MrVault
ID: 36531729
yes, the global client. I don't know how to find out the IP settings of each of the shoretel switches besides the IP address.
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Author Comment

by:MrVault
ID: 36532144
ok, found out how to get in. the devices are definitely set to point to our gateway like everything else.
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by:digitap
ID: 36536465
OK, good. So, you can ping the switch over the VPN from the client using the GVC?
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by:MrVault
ID: 36548889
I cannot ping our pbx over vpn, but I can ping other servers, workstations etc. It's a small flat network so they're all in the same subnet (yes I know this is bad, but this is what I was handed when I started here). I can ping the pbx when I'm at the office on the same subnet.

Does shoretel have it's own firewall built into it?
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by:digitap
ID: 36549428
A flat network isn't necessarily bad. In this case, I think it's helping you troubleshooting. This is what got me thinking about the gateway. If they don't have a gateway, then they'll not be able to get back over the VPN. However, you said that your VoIP gear have a gateway configured, so that rules that out.

I'm not familiar with that PBX system so I can't speak to the firewall question. However, a review on the Internet indicates that it might not have a firewall. Do you have a maintenance agreement and access to updates? Perhaps the PBX just needs to be updated.

It's clearly not responding to PINGs over the vpn, so it's either a gateway issue or a bug in the current release you're running. I can't think of anything else since other network hardware responds to PINGs over the VPN.
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by:MrVault
ID: 36549544
I was thinking maybe there's a firewall rule that would have to be in place to allow ping responses from this device?

the rules are WAN > WAN, WAN > LAN, WAN > VPN, LAN > WAN, LAN > LAN, LAN > VPN, and

VPN > VPN, VPN > WAN, VPN > LAN.

I think the set would be in the last one. not sure what to put there though.
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by:digitap
ID: 36549779
Traffic over the VPN, by default, is trusted for all hosts. The only reason this would be different is if you have not included the whole subnet in the VPN policy configuration or you've (or someone else) setup an explicit firewall rule blocking some hosts.

Since you are talking about a GVC connection, I'm guessing there's something amiss with the PBX. I'm doubting it's the sonicwall. If you increase logging on the SW, you might be able to see something in the logs that would indicate the SW. Local PINGs to the PBX would NOT go through the SW.

To increase logging on the SW, Log > Categories. Confirm the default Debug setting on Logging is set. Then, check the boxes at the top of each column to log everything. Save and go back to the log view. Start a ping and see what lights up.

Also, consider using the recent version of the GVC and the recent version of Sonicwall firmware. You might need to consider using an Early Release if the General Release doesn't seem to resolve anything.

Again, you can ping all hosts except the PBX over the VPN. To me, this points to the PBX and not the SW.
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by:MrVault
ID: 36549851
thanks. i'll have to see what I can come up with. I appreciate it and will update when I have something.
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by:digitap
ID: 36549874
Sure. Sorry I don't know more about the PBX you're working with.
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by:MrVault
ID: 36549893
no worries. what is qvc again? google just returns results to buy stuff :)
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by:digitap
ID: 36549929
GVC = SonicWALL's Global VPN Client.
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by:MrVault
ID: 36550376
here's what is interesting. as a test I created a firewall rule on the WAN > LAN section that let my home IP address talk to anything without the need of a VPN. the pbx does have an external IP that can usually only be touched by our other datacenter. so once i did this I could ping the PBX via public IP and could connect my shoretel software to it. so it's only an issue of pinging over the VPN which is why I thought maybe it's firewall related.
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by:digitap
digitap earned 500 total points
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That is interesting. From the external host, perform a tracert to the private IP of the pbx to see where your ping is going. To me, if this happens, then your client is really trying to use the public IP address and not the private. As you said, it's weird because that's not the IP you put in.

When you setup the NAT and firewall rules, did you use the public server wizard?
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by:MrVault
ID: 36550814
i did use the wizard ,yes.
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by:digitap
digitap earned 500 total points
ID: 36550998
OK. My first thought was a loopback. Somehow, you're being "redirected" to the public IP when you try to use the private IP. Perhaps that's a custom NAT rule somewhere? A tracert would at least confirm that is what's happening.
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by:MrVault
ID: 36568736
what should I run tracert to and from where?
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by:digitap
ID: 36569805
With the VPN connection, run a tracert to the IP address of the PBX. You should see the IP hops the tracert takes as it traces it's way to the PBX.
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Author Comment

by:MrVault
ID: 36816831
Hi Guys, major hardware failures this week and last so couldn't test this yet. Will let you know when I do.
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Author Comment

by:MrVault
ID: 36949598
our PBX provider came on site. We installed latest Sonicwall GVC and recreated the VPN policies by unchecking enable, then re-enabling. That fixed some issues. We were able to then connect from windows 7 computer, but still not XP. need to investigate further.
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Author Comment

by:MrVault
ID: 37019420
turns out digitap was on the right path. combining failed VPN policies that had to be recreated, we also realized the user was VPN-ing from the same subnet on his LAN as our local subnet. That was causing issues. I had him change his and it's much more stable now.
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Author Closing Comment

by:MrVault
ID: 37019429
it was also issues with our firewall policies that our provider found.
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by:digitap
ID: 37021948
Glad I could help and that it's working! Thanks for the points!
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