Known Issues:

  1. Setting the Firewall to any setting higher than Low or Off blocks phone registration and causes phone feature failures.
  2. SIP ALG is disabled by default, but if it was enabled, it needs to be disabled to prevent intermittent one-way audio and call and phone feature failures.
  3. DNS proxy/relay is enabled by default.  This setting needs to be disabled to prevent intermittent DNS lookup failures that affects only Polycom phones.  The lookup failures cause intermittent phone registration failures, which results in Polycom phone errors such as URL Calling Is Disabled, Unregistered Line, Invalid Hostname, and other errors.

Resolution:

  1. Log into the router
  2. Click on Firewall at the top of the page > General > Set the Firewall Level to Low - this is the default setting > Click Apply to save.
    • The Firewall does not need to be disabled.
  3. Click on Advanced at the top of the page > click Yes to the warning > Click on ALGs -> make sure SIP ALG is unchecked -> Click Apply.
  4. The steps below are only needed if you have or plan to purchase Polycom phones.
    • These changes will take your computers, phones, and all other devices online for 10 minutes or much longer if an unexpected problem arises.
    • Make sure to only make the changes below when you can afford to take your network offline.
      1. Click on My Network at the top > Network Connections > click the Edit icon next to Network (Home/Office) > click Settings > where it says DNS Server, change the drop-down box to Use the Following DNS Server Addresses > enter the following:
        • Primary DNS Server: 8.8.8.8
        • Secondary DNS Server: 8.8.4.4
        • Click Apply to Save
      2. Click on My Network at the top > Network Connections > click the Edit icon next to the Broadband Connection that shows "Connected" under the Status column > click Settings > where it says DNS Server, change the drop-down box to Use the Following DNS Server Addresses > enter the following:
        • Primary DNS Server: 8.8.8.8
        • Secondary DNS Server: 8.8.4.4
        • Click Apply to Save
      3. Reboot for your router, computers, and phones for the changes to take effect. 
        • Make sure everyone has saved their work and is ready before proceeding:
        • Click on Advanced at the top > click Yes to the warning > Click on Reboot Router
        • Reboot all Polycom phones.
      4. Once the phones boot back up, call inbound and outbound to the phones to confirm they work.
      5. Call Intermedia Voice Technical Support and request that a representative log into one of the Polycom phones after it reboots to check the very end of the phone's 'app' log. 
      6. They will need to see if the log shows the phone's Primary DNS server as 8.8.8.8 or not.
        • If the log does show the Primary DNS server as 8.8.8.8, then you are done.
        • If the log does not show Primary DNS server as 8.8.8.8, then you are not finished.
          1. The Actiontec router's IP address or another private IP address will show the Primary DNS server.  This means there's a setting called DNS proxy/relay that's either still enabled on
            • a.  the Actiontec router,
            • b.  another router or layer-3 device on the network, like a managed switch, or
            • c.  on another device that's acting as a DHCP and/or DNS server on the network, such as a Windows server.
          2. Consult with your IT to see if you have any of the devices above on your network. 
          3. If you do, then DNS relay/proxy needs to be disabled on those devices or just the Primary DNS server needs to be changed to 8.8.8.8. 
          4. After making that change, reboot the Polycom phones and check the end of the app log again. 
          5. If it still shows the Actiontec router's IP as the Primary DNS server, then that means the hardware revision and/or firmware of the Actiontec router still has DNS relay/proxy enabled.
          6. Contact your IT and/or your ISP to upgrade the router to the latest firmware version and to ask them if DNS relay/proxy can be disabled on the Actiontec router.  If they don't know, move onto step 7.
          7. After the router is running the latest firmware version, reboot the Polycom phones again and check the very end of the app log in one of them. 
          8. If it still shows the Actiontec router's private IP address, then this means DNS relay/proxy cannot be disabled on your router hardware revision and/or firmware. 
            • At this point, you will need to either contact your ISP to replace the router if it's still under warranty or replace the Actiontec router with recommended or serviceable router that has the ability to disable DNS relay/proxy. 
            • If you run into this problem, we recommend that you do not buy another Actiontec router since unfortunately you may run into this problem with a new one. 
            • Even some of the newer Actiontec router hardware revisions and/or firmware versions have software bugs that prevent DNS relay/proxy from being disabled. 
            • The phones may work for a while, but you'll experience intermittent call and phone feature failures until DNS relay/proxy is disabled or the router is replaced.

Permenant Resolution:

If any of the above options are not present then purchase a recommended router:

  • Purchase a Recommended Router if you do not have one already.
    • Intermedia cannot setup the new router for you, but your IT or the manufacturer of your new router can help you.  They will need to move settings from the old to the new router to ensure your computers and other devices on the network work properly.
    • Regarding DSL connections, you will need the "PPoE" username and password.
  • Call Verizon to bridge your internet gateway to your new router.
    • Note: It is at the discretion of the ISP, whether or not they will allow the modem to be bridged. If they choose to deny the request, then the above resolution will apply.

Additional Resources:

  1. Recommended Routers.
  2. Recommended Switches.
  3. Recommended LAN Configurations.
  4. Network Ports and Protocols for HPBX phones.