Bad audio / choppy calls remote 5330e user

[TechMB]

We have a Mitel 5000 setup with one remote user.  The phone connected to a small 8-port POE switch, is using Call Configuration 2 for remote user with G.729, its set to NAT, its connected remotely and can make receive calls with no issues but the calls lose audio/are choppy when they're on the phone.  The remote users has a 100/10 cable connection.  I had the 5330e connected directly to the UBEE cable modem/router from the internet provider and it kept disconnecting and the user reported Insufficient Bandwidth listed on the phone. I had them move the cat5 from the UBEE mode to a Netgear AC1900 router that I setup for them and he said the Insufficient Bandwidth message went away but they're still having choppy calls.  Anyone have an idea of what it could possibly be?

I do have the phone setup as mirror of his main phone.  The main ext 5011 is in our main branch, when the main ext 5011 rings his home office ext 5060 also rings and he's able to pickup the calls.  I'm not sure if this would cause an issue with the choppy calls.

Main office Sonicwall NSA 600 with a Mitel 5000 with a PRI on a 10/10 fiber line.  No other devices connect other than the phone system.
Ports open on the firewall:
UDP   20001  20001
TCP   3998      3999
UDP   5004      5007
UDP   50098  50508
UDP   5060      5060
TCP   5566      5566
UDP   5567      5567
TCP   5570      5570
UDP   6004      7039
TCP   6800      6802
TCP   69      69
UDP   69      69

[Tech Electronics]

TechMB,

Well going over the Internet is not a guarantee of service and absolutely no QoS is available with standard service.

What you could look at is the Audio Frames/IP Packets [ most likely 3] and the Minimum Playback Time [ most likely 80]. The more Audio Frames/IP packet the longer it takes so it adds a delay and increasing the Minimum Playback Time will also add a delay, but it allows time for stray packets to come in.

Thanks,

TE

[TechMB]

So the phone mirror shouldn't be an issue?  Yes, under System - IP-Related Information - Call Configurations - 2 the remote ext is using the default settings Audio Frames/IP Packets 3 and Minimum Playback Time 80. Rest of the settings are:

Audio Diag Sampling Period 5
Audio Diag Samplings 12
Audio Frames/Ip Packets 3
Average in Time Frame % Treshold 60
Average in Time Frame Timer 5
Minimum Playback Time 80
Transmit DTMF Level NA -9 - 7
DTMF Encoding G.729
Supports RTP Redirect Yes

[Tech Electronics]

TechMB,

No, the phone mirror shouldn't be causing an issue as it just allows one port to see what is going on with the another port. Personally, I have never had an issue where that was a problem.

Those are pretty much the default settings except I believe that your DTMF Encoding should be set to RFC 2833, but that has nothing to do with your issue.

If you press F1 it should explain what each field does and how to adjust them to "hopefully" alleviate, read not fix, any issues you may be experiencing.

As for the Insufficient Bandwidth issue it is controlled by two settings within this Call Configuration.

1. Audio Diagnostics Sampling Period
2. Average In Time Frame Percentage Threshold

Basically if during the sampling period the average amount of data does not exceed the Threshold an Insufficient Bandwidth alert will be sent out. Does this mean that they are having audio issues, not always, but it is a good indicator. By default I have changed mine to 45% as that would indicate a serious issue.

On a different subject, why do you have port 5060 opened up? Do you have a SIP device accessing the phone system from outside the network?

Thanks,

TE