nexvortex Setup Guide

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1 nexvortex Setup Guide CISCO UC500 March 2012

2 Introduction This document is intended only for nexvortex customers and resellers as an aid to setting up the Cisco PBX software to connect to the nexvortex Business Grade SIP Trunking Service. Further Cisco information can be found at Further help may be obtained by ing If you find any errors in this document or have any suggestions, please us at so that we can make updates to this document. Important! Your DNS Address Your specific DNS address was provided in the Account Set Up you received the day you opened your account. Your Authentication User ID and password are also in this . If you need assistance locating this information, please contact Note: For all instructions throughout this Guide, you must substitute your DNS address wherever xx.xx.xxx.xxx is referenced. Proxy Servers To connect to the nexvortex network, you will need to add our proxy address into your phone system or device. The address of our proxy server will be a fully qualified domain name (FQDN). It was automatically sent to you when your account was setup. If you no longer have this information or would like us to issue a new proxy key, please contact us at Note: If your system does not support a fully qualified domain name format, please contact support for a list of valid IP addresses for your account. Special Characters Please note that special characters should not be used anywhere in SIP configurations. These include, but are not limited and spaces. 2

3 Revision Control Release Release Date Changes to this Version /20/10 First draft /20/08 Updates for CCA 3.0 & higher /08/12 Updated for CCA 3.2 & higher Topology ESW 500 Switch Managed ISP Router IP TRAFFIC IP Phones NATED & FIREWALL ENABLED SIP TRUNK ISP Nexvortex In this topology the UC 500 has both data & voice subnets using different VLANs. Considerations for this topology include: The WAN segment between the Managed Access Router and the UC 500 is controlled by the ISP sending traffic to NexVortex - ensure the subnet changes are addressed in the UC 500 WAN interface and routing configuration. PCs can be attached through Cisco IP phones. Launch CCA 1 Configuration It is strongly recommended to use CCA to configure the UC 500 for SIP Trunking. NexVortex has an XML template on the CCA which will preselect all configurations needed for setup if it is not listed among the current templates you can find it at https://supportforums.cisco.com/docs/doc WAN Configuration Select Routing > Internet connection, select FastEthernet 0/0 and click on Modify to view the internet connection screen. This is where you will configure the appropriate WAN IP address so that you can speak to nexvortex publicly via the assigned IP from your ISP. 3

4 3 Configuring Firewall Navigate to Security > Firewall and DMZ. The Firewall settings can be set via CCA to either HIGH, MEDIUM or LOW levels based on the desired customer requirement. Please ensure the firewall is always enabled if the UC500 is not the firewall device in the network, you can disable the firewall but be sure to have the appropriate restrictions on your upstream firewall device to restrict traffic to the UC500. Firewall Configuration 4

5 IP Address Lockdown on the CLI If you choose to lock down the UC500 device, we recommend launching the CLI or using the advanced sip trunk setup page shown below to add the specific IPs shown in the contact header of ccsip messages during the debugging. If you choose to enable this lockdown then any gateway IP that is being blocked by this lock down will need to be permitted to avoid dropped calls or no audio. access-list 2 permit access-list 2 remark CCA_SIP_SOURCE_GROUP_ACL access-list 2 remark SDM_ACL Category=1 access-list 2 permit px1.nexvortex.com access-list 2 permit {gateway Ips} access-list 2 permit access-list 2 permit access-list 2 permit access-list 2 deny any! voice translation-rule 411 rule 1 /^8\(.*\)/ /ABCD8\1/ voice translation-profile SIP_Incoming translate called 411 voice source-group CCA_SIP_SOURCE_GROUP access-list 2 translation-profile incoming SIP_Incoming Configure Sip Trunk Using the NexVortex XML template, you can import the default configurations. https://supportforums.cisco.com/docs/doc Note: It is highly recommended against to use the generic template list under service providers Navigate to Configure > Telephony > Ports and Trunks > SIP Trunk from the feature bar. On the NexVortex drop down, select NexVortex, Inc. from the dropdown menu and enter the required information as below if not listed. You will need to enter your main trunk number which is the DID assigned by NexVortex Proxy Server (primary): px1.nexvortex.com OR Proxy Server (secondary): px3.nexvortex.com OR Registrar Server (optional): Outbound Proxy Server(optional): Same as above 5

6 Maximum number of calls: User specific Digest Authentication: Enter username / password for digest authentication from initial User Credentials: Enter additional SIP username / passwords for registration purposes from initial Realm: nexvortex.com Advanced setting Toll Fraud Protection Toll fraud protection prevents unwanted calls on the system. This requires the definition of all IP addresses allowed to access the VoIP network. Additional allowed IP: You can list the additional IP addresses seen in the sip messaging here Timer and Retries: The registrar server is ONLY needed if you are using a dynamic IP - Registrar server Expiry: Retries: 2 - Number of Invite Retries: 3 - Connect Timer: Keep ports constant: True, (disable random) - Preferred Codec: G.711 ulaw G DTMF Method: RFC2833 6

7 Trunk Status The Trunk Status window appears when you choose Configure > Telephony >Ports and Trunks > Voice Trunk Settings on the feature bar. Overview From the Trunk Status widow, you can view Trunk Port, Current Status, and Action. From the Action drop-down window inactive voice ports can be shut down. This ensures that calls are not sent to the selected port(s) if no devices are attached. When a voice port is shut down, no calls can be directed to it. However, the port is still shown as an available option on other screens in Configuration Assistant. The configuration can still be applied to the port, but the port must be manually reactivated before it can begin using that configuration. We recommend disabling the port before making any changes to ensure configurations do not drop live calls. Procedures To shut down or reset a voice trunk port, select the port from the list and choose Reset Port or Shutdown Port from the drop-down menu in the Action column. Then click Apply or OK. To re-activate a voice trunk that was shut down, select the port from the list and choose Activate Port. Apply then select OK. Incoming Dial Plan Configuration Navigate to Configure > Telephony > Dial Plan > Incoming and select the Direct Dialing tab. This has two sections: Direct Dial to Internal Extensions which is direct mapping between external PSTN numbers (DIDs) and internal extensions. In the Direct Dialing to Internal User Extensions section, click Add. Enter a Description such as DID-SIP Enter DID range start / end with the DIDs that are provided by nexvortex Pick Internal Extension Start / End Numbers which are the internal extensions on the system Click OK. Repeat the process for any other DID to extension mapping. 7

8 Incoming DID to extensions Outgoing Dial Plan Navigate to Configure > Telephony > Dial Plan > Outgoing and setup the appropriate preferences for outbound dialing. Choose the appropriate Numbering Plan Locale and Default Access code and also choose the right Trunk Priority for various call patterns. Note: If the DIDs begin with the digit 9, it is recommended to change the default access code to something other than 9, such as 8. 8

9 Once done click OK at the bottom. Save Configuration Click on the Save button on the CCA top bar to save the configuration on the UC500: This completes the CCA configuration for NexVortex SIP Trunking service. CLI Troubleshooting Checking SIP Active Call Status On CCA, go to Troubleshoot > IOS Exec Commands and enter show call active voice brief in the field for Command, then click Run. You can view the current calls by looking for the called / calling numbers: Outbound Problems Support should be able to review the call is reaching nv You can also use the Cisco debug command debug voice ccapi inout debug ccsip messages The above output will confirm that the calls are leaving your network and you can verify responses you are getting from nexvortex. 9

10 Note: Confirm the authentication every time you make changes to the CCA. Inbound Problems Use these commands on the CCA to debug: Cisco debug command debug voice ccapi inout debug ccsip messages If your device is still sending a 500 INTERNAL SERVER ERROR then you may have dial plan related issues are: Solution 1. Check the inbound dial plan on the UC device to ensure that the DID listed matches with the DID translation portion on your nexvortex portal Solution 2. Run the debug and make an inbound test call. When test call shows on your system ccdebug, search for the initial INVITE. Check if there are any IP addresses listed in the FROM header need to be added to the cisco device access-list. They can also be added to the main nv profile by under additional IPs. Gathering SIP Debug logs on the UC500 If calls are not able to be placed to from the UC500 to the SIP, or the registration has failed, visit https://www.myciscocommunity.com/docs/doc to gather logs for troubleshooting purposes. Various tips are documented on the support community for troubleshooting purposes at https://www.myciscocommunity.com/docs/doc-1520#troubleshooting_tips. Common areas to check for registration issues: Make sure registrar server is correct Make sure the authentication is correct Make sure the registrar server is reachable (especially if using DNS) Common areas to check for call failures: If no inbound or outbound calls are successful DNS resolution may not be working From CCA, attempt to ping the DNS server Check DNS server addresses If no inbound or outbound calls are successful DNS resolution may not be working or registration may have failed If this does not resolve your problems, engage Cisco and nexvortex and we will be happy to assist you. 10

11 Firewall/Router You will need to open UDP port 5060 on your firewall to enable the SIP signaling to traverse. You will also need to open the RTP or audio UDP ports. This is different for each customer premise device. Please reference Cisco for this detail. Troubleshooting Customer System will not register with nexvortex: - Check the system is pointing at xx.xx.xxx.xxx - Check UDP port 5060 is open on the firewall - Check NAT translation is correct between LAN private IP address and public IP address - Check you have the correct proxy user name and password configured. Customer System cannot make a call: - Check the system is pointing at xx.xx.xxx.xxx - Check UDP port 5060 is open on the firewall - Check NAT translation is correct between LAN private IP address and public IP address - Check you have the correct proxy user name and password configured. Customer System cannot receive a call: - Some systems require our IP Address xx.xx.xxx.xxx for verification to be configured - Check UDP port 5060 is open on the firewall - Check NAT translation is correct between LAN private IP address and public IP address - Check that you have setup the IP route for the number correctly with nexvortex. This is done through the customer or reseller Partner Connect portal->preferences->inbound Number Routing - Check that the dial plan is configured to route the number to a valid location on the customer system. One way audio or no audio after call is setup: - Check the RTP audio UDP ports are open on the firewall. Important! Your DNS Address Your specific DNS address was provided in the Account Set Up you received the day you opened your account. Your Authentication User ID and password are also in this . If you need assistance locating this information, please contact Note: For all instructions throughout this Guide, you must substitute your DNS address wherever xx.xx.xxx.xxx is referenced. 11

12 Technical Assistance nexvortex Support For questions concerning nexvortex calling issues, please support at: Cisco UC500 Cisco UC500 Configuration Guide The Cisco Support website provides extensive online resources, including documentation and tools for troubleshooting and resolving technical issues with Cisco products and technologies. The Cisco Support Community is the best place to look for tips, tricks and even call support: https://www.myciscocommunity.com/community/smallbizsupport 12

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