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This site was created as a place to share stories, tips, and troubleshooting help with ShoreTel/Mitel systems. ShoreTel/Mitel is obviously the MOST exciting VoiP platform on the market right now, and we realized there was no centralized place to discuss this platform, but now there is. Please feel free to join and share your experiences.

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  • Softphone to SG560 no Media Path

    Hi All,

    Here a good one.

    Sever/Switches Subnet =
    Data(PC) VLAN =
    Voice (SG560's) VLAN =

    Calls from PSTN to softphone work ok
    Calls from Softphone to PSTN work ok
    Calls from Softphone to Softphone works ok

    Calls from Softphone to SG560, SG560 will ring but no voice connection when answered

    Calls from SG560 to softphone, softphone will ring but no voice connection when answered.

    My customer has verified VLAN Trunking is enabled. Im not very network savy but this is the setup as per the customer.

    We have 4 Nortel BayStack 5520 switches – 2 on the 6th floor & 2 on the 4th floor.
    * We have these connected via fibre between floors using a GBIC slots/ports and these are set for VLAN trunking.
    * Each POE port on the BayStack switches has 2 VLAN ID’s set for it, i.e. VLAN ID# 2 – Data (10.250.114.x) & VLAN ID# 3 – Voice (10.230.114.x). These ports are setup for “untagPvidOnly”

    Any help would be greatly appreciated!

  • #2
    I am not up on Nortel switches.

    To me it sounds like a route issue. The call setup is done by the switch. Its sounds like the Voice vlan Can't route to the data vlan.

    Can you ping a phone from the laptop?
    There are 10 types of people in the world, those that understand binary and those that don’t.


    • #3
      In my opinion, I would place the ShoreTel server on the native VLAN and then place the switches/phones on the VOIP VLAN.

      Whenever their is an issue with audio, I always look towards an invalid route configuration.