This article is intended to provide you with the requirements for a remote user's home network device to use Fuze services. Fuze Support has discovered certain home network devices that will not support call Session Initiation Protocol, or SIP, which can impact the reliability of Fuze services.
Possible symptoms of an incompatible device include: Call Quality Issues, Dropped Calls, Lack of incoming calls, MWI (Message Waiting Indicator) not working, Buddy Watch not working, and Call Transfer not working.
Attached to this guide is the Fuze Remote User Survey (Adobe® Acrobat Reader required). You can provide this survey to your remote users to assess their home network devices.
Fuze Remote User Device Requirements
The following are the requirements for a home modem or modem/router combination device to use Fuze services:
Note: If a remote user is using an Internet Service Provider (ISP) provided device that does not have user-manageable settings, they may need to provide their own device or contact their ISP to request that it is replaced with a device with user-manageable settings.
- SIP ALG must be disabled.
- Many of today's commercial routers implement SIP ALG (Application Level Gateway) and come with this feature enabled by default.
- UDP Timeout must be set to 360 or higher
- TCP Timeout must be set to 600 or higher
Note: Some modem manufacturers allow you to put the device into bridge mode, disable SIP ALG and modify UDP Timeout using the web interface but the firmware on the modem does not support the change.
- DNS (Domain Name Server) on your DHCP Server (modem, router or other) must be set to:
- Primary: 188.8.131.52
- Alternate: 184.108.40.206
Desk Phone Requirements
For remote users who are using a desk phone (Polycom or Yealink), the following are required.
- The ethernet cable from the router/access point must be connected to the LAN port on the desk phone.
- VLAN is not supported. If the desk phone has a VLAN enabled, have the user follow the steps below to remove it.
- Menu > Settings > Advanced > enter password 456 or 876 (Polycom), or ‘admin’ (Yealink) > Administration Settings > Network Configuration > Ethernet Menu > VLAN Menu > VLAN ID - This field must be blank.
- If a phone is already bound to a voice service, the admin password becomes ‘Admin code’ in the Fuze Portal (UC Configs > PBX Settings)
If the home network device (wireless router or access point) is too far away from the user's computer or phone, Fuze Support recommends the following solutions:
- Ethernet only: TP-Link AV2000 Powerline Adapter Kit | TL-PA9020P KIT
- Ethernet and WiFi: TP-Link AV2000 / AC1200 Gigabit Powerline AC Wi-Fi Kit | (TL-WPA9610 KIT)
Click the link below to download the Remote User Requirements Survey.