Router Compatibility
 

Visit our router compatibility chart to see if your router model has any known issues or special configuration instructions.
Readiness Tests
 

Ensure the readiness tests have been completed and the results are within the required Parameters:
 

• Line Test: https://linetest.iplogin.ca/
  
  Your results may vary, but you should aim for the number of supported calls to be higher than your location requirements, and the ping and jitter should be "Great" or "Okay."

Router and Firewall Requirements
 

• SIP-ALG should be disabled.
   

If the location has an aggressive firewall, please allow all outbound traffic for the following ports to the following addresses. Our services use DNS-SRV and have many IPs, so the least restriction possible is important. 
 

Required Whitelist Addresses:
 

• *.iplogin.ca (IP's available here)
• time.google.com
• pool.ntp.org
• dm.yealink.com
• 52.71.103.102
• 35.156.148.166
• 106.15.89.161
• 47.75.58.202
• 47.89.187.0
   

TCP Ports:
 

• 80, 443, 8001 (for web UI)
• 5060 (SIP)
• 5061 (SIP TLS)
• 9002 (Web Socket used for features like Web Phone and Portal Video)
   

UDP Ports:
 

• 5060 (SIP)
• 20000-27999 (RTP Media) - Inbound RTP Media
   

SIP-ALG Issues
 

SIP-ALG is a protocol used in VoIP telephony Services. Many routers have their own SIP-ALG enabled by default, which will attempt to rewrite SIP packets with their own information. SIP-ALG can and usually does exist on routers/firewalls and modems or, in rare cases, a managed switch. 
 

You must disable this feature for any Hosted Voice service to operate as expected. Typical symptoms of SIP ALG being left turned on, include:
 

• Phones dropping registration
• Calls go straight to voicemail for no known reason
• Calls dropping after a set period of time
• Calls drop when trying to retrieve the call from hold
• Calls drop when being transferred
• Calls not being received (your phone doesn’t ring)
• Unable to make outbound calls
• Calls with no audio & Calls with one-way audio
• Other extensions continue ringing after a call has been answered
• Call connectivity issues - a call is transferred, but the person cannot hear the caller on the other end.
   

SIP-ALG Test

You can run a test for SIP-ALG here:
This test requires you to download a small utility called BCS the first time you use it. Download links are attached at the bottom of this article for your convenience.

http://mcstest.visualware.com/myspeed/myvoiph5_g711_sipalg.html
 

Your result should show that the SIP-ALG Firewall = N, as in the above picture.
 

If the test results show that you have SIP-ALG enabled, you must go into your router configuration and disable it in your firewall settings, then save and reboot the router. Once the router reboots, log back into the router's firewall settings and confirm that SIP-ALG is disabled.