Having your network (e.g., modem, router, firewall, etc.) configured for Aptela service is just a critical, if not more, as your need for Aptela phone service.  Get your network “VoIP Ready” by using this guide to setup your network devices with the required settings.  A network that is not VoIP ready usually experiences phone registration, call routing, call quality and/or dropped call issues.

Depending on your network configuration and your IT staff availability, it might be necessary for you contact a professional network administrator.  Because all network environments are different, Aptela technicians provide limited guidance for establishing network device settings.

Router Settings:

Apply these settings to each office where a SIP phone is used, including home offices.  Changes can typically be made in the device's web interface by an IT administrator.  Consult your router's user guide or the manufacturer's web site for detailed instructions on setting up these components.  Refer to the “Firewall Settings” below if you are using a bi-directional firewall.

• Disable SIP ALG (SIP Application Level Gateway) and/or SIP Transformations to allow our traffic to properly flow through your network to the SIP phones. This setting is usually found on the Security/Firewall tab in the device's web interface.  On Cisco routers the setting may be referred to as “SIP inspection” and can be disabled with the command "no inspect sip" or "no fixup protocol sip 5060". 

NOTE: EdgeMarc routers should be enabled with SIP ALG.  If configured properly, the traffic will flow correctly.

• Disable SPI (Stateful Packet Inspection) so your router does not mistakenly block our VoIP traffic.  If you need your SPI enabled for firewalling capabilities, consider upgrading to a bi-directional firewall or setup port triggering on your router with the below SIP, RTP, and UDP protocols:

• Enable Quality of Service (QoS) by setting voice traffic for your SIP phones at highest priority using the phone’s MAC Address or a VLAN setup.  

If your router is an older model or does not support QoS, we encourage you consider upgrading to a newer router that does.  First make sure that your router has the latest firmware as you may be able to use your current one if major updates have been made.

 

Account Management Tip: If you have QoS established by MAC Address, be sure to add the MAC Address for new phones you purchase.

 

• Prevent Double-NAT Issues.  Double-NAT is where two routers that use Network Address Translation are placed one after the other, which will cause serious problems for VoIP calls. To remediate the problem, you can put your first router (or DSL / Cable Modem) into "Bridge Mode." If bridging is not possible, try putting the second router in the first router's DMZ. You will need to consult your ISP or IT admin for assistance on doing this. 
  

Firewall Settings:

Apply the following settings to your bi-directional firewall, such as a Sonicwall enterprise-level router. Changes can typically be made in the device's web interface by an IT administrator.  Consult your router's user guide or the manufacturer's web site for detailed instructions on setting up these components.

• Disable SIP ALG (SIP Application Level Gateway) and/or SIP Transformations to allow our traffic to properly flow through your network to the SIP phones. This setting is usually found on the Security/Firewall tab in the device's web interface.  On Cisco routers the setting may be referred to as “SIP inspection” and can be disabled with the command "no inspect sip" or "no fixup protocol sip 5060". 

• Create an Inbound and Outbound Access Rule using the below IP address range to allow traffic to and from our servers. 

Access Rule	IP Address Range
WAN to LAN	74.217.82.1through 74.217.82.254 (74.217.82.0/24)

• Enable Quality of Service (QoS) by setting voice traffic for your SIP phones at highest priority.  Depending on your firewall model, you may establish QoS using our IP Addresses, the phone’s MAC Address, protocol/application type or other means.