Alternate title: Unable to Make Calls from the Office Internet
When using CallHippo for your communication needs, you may encounter issues with making or receiving calls due to firewall restrictions, especially in enterprise networks. This article explains the necessary steps to ensure your network is properly configured to avoid such problems.
What is the Issue?
CallHippo, like any VoIP (Voice over Internet Protocol) service, relies on certain network ports to facilitate communication. If you're using CallHippo on a personal or home network, there typically aren't any firewall adjustments required. However, on enterprise or corporate networks, firewalls may block essential ports by default, which could prevent incoming and outgoing calls.
Why Do You Need to Open Specific Ports?
For CallHippo to function properly in an enterprise environment, certain ports must be open. These ports are used for the signaling and transmission of your voice data over the Internet. Without opening these ports, your devices will not be able to connect to CallHippo servers, leading to issues such as the inability to make or receive calls.
Which Ports Need to Be Opened?
To resolve any connectivity issues and ensure seamless calling, you will need to open the following ports on your network’s firewall:
Port 5060
Port 5061
Port 5062
Port 5063
These ports are used for SIP (Session Initiation Protocol) and other communication protocols required for VoIP services like CallHippo.
Benefits of Opening These Ports
Once these ports are open on your firewall, the following benefits will be realized:
Seamless Communication: You will be able to make and receive calls without any interruptions or connection failures.
Improved Call Quality: Ensures that your calls are routed correctly, leading to better audio quality and fewer dropped calls.
Enterprise-Level Connectivity: All devices connected to the same network will be able to use CallHippo without issues, ensuring consistent communication across your team.
How to Open Ports in Your Firewall
If you're unsure how to open these ports, here’s a general guide:
Access Your Firewall Settings: Log in to your firewall management console.
Locate Port Forwarding Section: Depending on your firewall, this section may be labeled as "Port Forwarding," "Port Triggering," or something similar.
Add the Necessary Ports: Enter the ports (5060, 5061, 5062, and 5063) and specify the protocol (usually UDP or TCP).
Save Settings: Once the ports are added, save your settings and restart the firewall if necessary.
Test the Connection: Once the changes are made, test your CallHippo app or devices to ensure everything works smoothly.
Conclusion
By ensuring that the required ports are open on your firewall, you can avoid connectivity issues and enjoy uninterrupted VoIP communication with CallHippo. If you continue to experience issues after opening these ports, you may want to check with your IT team or consult CallHippo support for further assistance.
Some basic queries related to opening ports in the firewall settings:
Q: Why do I need to open certain ports in my firewall?
A: Certain ports must be open to allow proper communication between your devices and CallHippo servers. These ports are used for transmitting voice data and handling call signaling. Without them open, you won’t be able to make or receive calls.
Q: Which ports do I need to open on my firewall?
A: You will need to open ports 5060, 5061, 5062, and 5063 for CallHippo to function properly.
Q: What happens if I don’t open these ports?
A: If the necessary ports aren’t opened, your CallHippo account won’t be able to connect properly, leading to issues such as the inability to make or receive calls.
Q: Will opening these ports affect my internet connection in any other way?
A: Opening these ports should not negatively affect your internet connection. These ports are specifically required for CallHippo’s VoIP service and will not interfere with other online activities.
Q: What should I do if I still can’t make or receive calls after opening the ports?
A: If you’ve opened the necessary ports and are still having issues, you should contact your IT support team or CallHippo support for further troubleshooting.
Q: Can I use CallHippo without opening these ports in a corporate environment?
A: No, for CallHippo to function correctly in a corporate or enterprise environment, you need to ensure these ports are open to allow the system to connect properly.
Q: How do I know if the ports are blocked on my network?
A: If you're unable to make or receive calls, it is likely that your firewall is blocking these ports. You may need to check with your network administrator or IT team to confirm.
Q: Can I open these ports myself, or do I need IT support?
A: If you're comfortable with firewall settings, you can open the ports yourself by following the instructions. If you're unsure, you may want to reach out to your IT team for assistance.
Q: The system is prompting for a domain URL when configuring the firewall. What should I enter?
A: If prompted to enter a domain URL while adding or removing firewall rules, use the CallHippo dialer URL as seen in your browser when the dialer is active. For example, you can use https://dialer.callhippo.com/. Make sure to exclude any port numbers or additional paths. After entering the domain, log in again to verify connectivity.
Q: Due to our organization's security policies, we cannot open the full UDP port range (10,000–60,000). Is there a specific port we can allow instead?
A: If your organization cannot open the full recommended UDP port range of 10,000–60,000, you can allow UDP port 3478, which is used for STUN traffic and can help facilitate media connectivity. However, for optimal call performance, it's strongly recommended to allow outbound UDP traffic to the IP range 168.86.128.0/18 on ports 10,000–60,000, as used by global edge locations for secure media (ICE/STUN/SRTP).
Q: We are experiencing one-way audio issues when making calls from our office network. What could be the cause?
A: One-way audio typically occurs when your firewall blocks media traffic. Ensure that the following are configured correctly:
– UDP port 3478 is allowed for STUN
– UDP ports 10,000–60,000 are open for media transmission
– Destination IP range 168.86.128.0/18 is not blocked
– SIP signaling ports 5060–5063 are open
Also, verify that no proxy or deep packet inspection tools are interfering with VoIP packets.
Q: What domains should be bypassed on the proxy server to ensure CallHippo functions correctly in our office network?
A: To ensure the smooth operation of CallHippo behind a proxy server, you must bypass the dialer domain. Add https://dialer.callhippo.com/ to your proxy bypass list. This allows real-time media and signaling traffic to flow directly without being filtered or delayed by the proxy.
Let us know how it goes, and feel free to reach out if you need further assistance.