Softphone doesn't work on internal network

[mitelrvtd]

Hello,
We have the Micollab softphone working on desktop and mobile on external networks.

However, when you get on our internal wifi or are using vpn it doesn't work correctly. If you try to call an extension the call is established but just continues to ring after the called party picks up, the call is not connected.

Looks like the same issue in this older thread: http://mitelforums.com/forum/index.php/topic,11936.msg55552.html#msg55552

Our MBG is in gateway mode and the internal Micollab client address DNS is pointed to the LAN side IP. External Micollab client address DNS is pointed to the WAN side IP.
I've tried setting a PC to use the external DNS when on our internal network but it didn't make a difference.

Our Mitel support provider tried to tell us you have to change TW setting on the client every time you move between networks. That is of course not functional and can't be how it works. Additionally, you can't even change that setting anymore on the Micollab mobile app.

Thanks for any insight.

[lundah]

Your supplier is correct. If MiCollab is in LAN mode, meaning you only have a LAN interface on the MiCollab server (look in the MBG dashboard to confirm), then you should be able to point your internal DNS to the MiCollab LAN IP and it should work. If it's in server-gateway mode, with a LAN and Internet IP, then softphone traffic will always use the WAN IP and you must adjust your internal DNS accordingly. Honestly the easiest solution would be to remove the internal DNS entry and just force all clients to use the MBG internet IP. The internal traffic will just trombone right back out from your internet IP back to the MBG, but that won't hurt anything and will save you a ton of headaches.

[mitelrvtd]

Thank you for responding.

We removed our internal DNS record that was pointing to the LAN side IP so everything is going to the WAN side IP seems to have resolved our issue with using the softphone on our internal network.

Appreciate the help and the information that we should have everything pointed to the WAN IP.