MiCollab softphone issues (iOS)

[banfieldj]

Hello,

We have recently had a MiTel Business solution installed at our school.

We use MiVoice business and MiVoice business express.

The issues that we having at the moment is that we are able to use the iPhone app to make calls on 4g with teleworker enabled and softphone enabled but when we switch to our wifi the phone will ring, the other person will answer but my phone will still ring.

If we turn teleworker off and make a call on the wifi then the call will work.

I know I haven't provided much information about our environment but this is all the information that i have on hand.

Server version: 8.0.0.41
iOS app version: 7.3.108 (Build: 116)

Any suggestions would be greatly appreciated.

[acejavelin]

Is the MBG in the DMZ or in Server-Gateway mode?

This is a networking issue, not an app or server software issue.

[ZuluAlpha]

Might be an internal DNS routing issue if you're using a FQDN for your teleworker gateway.

Edit: Actually that doesn't make sense if its connecting internally but your firewall treating internal and external traffic differently might be in play.

[banfieldj]

We aren't blocking anything internally via the firewall.

We have checked that all required ports are open.

The technician that setup the MBG set it up in custom mode so we are fairly stumped as to whats happening. I can try and get some logs out and post the results.

[PC77375]

Once had a similar issue and it turned out to be the firewall, it was not ok hairpinning the MBG traffic originating internally to the public DMZ which is NAT'd back in to a private DMZ. We ultimately had to modify DNS internal requests to route to the internal interface of the MBG, bypassing the DMZ's.

https://en.wikipedia.org/wiki/Hairpinning

[banfieldj]

So it turned out to not be network or dns issues after all.

I decided to try an android device with the MiCollab app and it started instantly working!

The android app is up to version 8 and we are running mivoice business and business express 8.

The iPhone app is only on version 7.

I’m hoping that once Mitel gets an upgraded app for iPhones that this feature works for us.

The only issues that we had with the android app is that it wouldn’t allow us to register the softphone with TLS. I had to make a profile with UDP to get it working.


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[banfieldj]

Thanks for the help. More comments are welcome about the app not working correctly if you have any similar experiences or suggestions. Cheers!


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