The ideal network involves your Internet Service Provider (ISP) connecting onsite to a standalone modem that connects to a router, preferably a . If you have more devices on your network than ports on your router, you can connect a switch to your router to expand the number of ports.

There are five main areas that you should be concerned with regarding your network. They are:

:  Nextiva uses port 5062 to bypass SIP ALG, however, having this disabled is always recommended. SIP ALG inspects and modifies SIP traffic in unexpected ways causing one-way audio, deregistrations, random error messages when dialing and calls going to voicemail for no reason.

: When routing SIP Packets, the packet will come into the modem, and be directed to a private IP address (the router). When the SIP packet goes into the router, it is given another private IP address. This SIP packet, intended for a specific destination, will no longer know where to go, causing one-way audio, dropped calls, deregistrations, and failed transfers among others.

Multicasting: When a call comes into a Call Group and simultaneously rings all phones, the Internet traffic of the internal network spikes. Without multicasting enabled, you can have what’s called “port collisions”. Basically, data coming into the network is sent out to all devices on the network. Since all phones are likely using port 5062, the data spike causes packets to be dropped. This can cause failed transfers, dead air upon call retrieval, among other issues.

DNS Server Configuration: If the DNS server being used is not up to date and consistent, devices (Poly phones in particular) can become deregistered. Nextiva always recommends using the Google DNS servers of 8.8.8.8 and 8.8.4.4.

: The simplest way to ensure that traffic is not being blocked is to allow all traffic to and from 208.73.144.0/21 and 208.89.108.0/22. This range covers the IP addresses from 208.73.144.0 – 208.73.151.255, and 208.89.108.0 – 208.89.111.255.

The Cisco DPC3941B Comcast Gateway is a Business Wireless Gateway often given to Comcast Business customers for their Internet service. This equipment, by itself, is not recommended for use with VoIP service. Common issues include one-way audio, dropped calls, failed transfers and deregistrations, among others.

The NAT feature may be disabled by default and will need to be enabled, and DNS servers need to be configured to a dependable set of DNS servers (Nextiva recommends Google DNS). This setting is only configurable on the DPC3941B.

While there are limited options that can temporarily alleviate some of the above symptoms, for a permanent solution, this Gateway will need to be put into “Bridge Mode” and connected to a to provide quality audio.

To Enable NAT and Configure DNS Servers:

NOTE: The login address and credentials below are the default when the Gateway is shipped and can be modified by your Network Administrator. If the default credentials are not being accepted, speak with the Network Administrator who set up the network.

1. As a Network Administrator, log into the Cisco DPC3939B/3941B Gateway by opening a web browser on a device connected directly to the Gateway and going to .
2. Enter the following credentials to log in:

• Username: cusadmin
• Password: highspeed or CantTouchThis

3. Navigate to Gateway > Connection > Local IP Network.
4. Check the Assign DNS Manually and enter the following information:

• Primary DNS Server: 8.8.8.8
• Secondary DNS Server: 8.8.4.4

5. Click Save Settings.

For DPC3941B Only: 

1. Navigate to Advanced > NAT.
2. Uncheck the Disable All checkbox if there is a checkmark in the box.
3. Reboot the router and any devices connected to the router.

Remove the phone from the box and place it need a location that has an active Internet connection and power outlet. Plug the ethernet cord into the port labeled LAN, and connect the other side to a router, switch or active wall port.

Currently, this device requires manual configuration. To ensure accuracy and correct operation, we ask that you contact our team of support technicians for assistance with this product.

Our staff of highly trained technicians is here to answer questions from 5am – 6pm PST (Monday-Friday) and from 9am-1pm PST on Saturday.

You can reach us by calling (800)285-7995 or email us anytime at Please ensure that an Authorized User or Account Owner calls and they have their security pin ready.

The ideal network involves your Internet Service Provider (ISP) connecting onsite to a stand-alone modem that connects to a router, preferably a . If you have more devices on your network than ports on your router, you can connect a switch to your router to expand the number of ports.

There are four main areas that you should be concerned with regarding your network. They are:

Nextiva uses port 5062 to bypass SIP ALG, however, having this disabled is always recommended. SIP ALG inspects and modifies SIP traffic in unexpected ways causing one-way audio, deregistrations, random error messages when dialing and calls going to voicemail for no reason. SIP ALG is enabled by default on the Arris DG1670A, and while SIP ALG and DNS Proxy can be disabled, doing so does not always resolve audio quality issues.

ISP Controlled Device Management: The device is managed by the ISP, and neither you nor Nextiva are made aware of these changes. If the device is reset, the original issues will return.

UDP Session Integrity: When a call comes into a Call Group and simultaneously rings all phones, the Internet traffic of the internal network spikes. Without multicasting enabled, you can have what’s called “port collisions”. Basically, data coming into the network is sent out to all devices on the network. Since all phones are likely using port 5062, the data spike causes packets to be dropped. This can cause failed transfers, dead air upon call retrieval, among other issues.

DNS Proxying: If the DNS server being used is not up to date and consistent, devices (Poly phones in particular) can become deregistered. Nextiva always recommends using the Google DNS servers of 8.8.8.8 and 8.8.4.4.

To Configure the DNS Server and Disable SIP ALG:

1. Log in to the Arris DG1670A by navigating to the router’s IP address (Default Gateway).
2. Click LAN Setup.
3. Place a check in the Enable DNS Override checkbox.
4. Enter the following required information:

• Primary DNS Server IP: 8.8.8.8
• Secondary DNS Server IP: 8.8.4.4
• DNS Relay: Disabled (unchecked).
• If the Arris is your only router, NAT Mode should be set to RoutedWithNAT. If the router will need to be bridged, NAT Mode should be set to Bridged.

5. Click Apply.
6. Click on Firewall.
7. Disable (uncheck) Ping Blocking.
8. Click Apply.
9. Back to the Firewall option, click ALG (if available).
10. Uncheck SIP and click Apply. If this option is not available, Nextiva recommends putting this device into Bridge Mode with the assistance of your ISP. Once the device is bridged, Nextiva recommends connecting a .

Troubleshooting Panasonic KX-UTG 200B® Statuses and Errors

Below are common statuses and error messages for the Panasonic KX-UTG 200B. This information will assist you in understanding phone-specific actions, as well as troubleshoot potential issues with a Panasonic KX-UTG 200B.

If the Panasonic KX-UTG 200B experienced an error while being setup, the display screen will show the incorrect time, and the User’s name will likely not show. A correctly provisioned and registered phone will have the display screen pictured below.

Note the specific characteristics of the phone when provisioned correctly:

• Gray Registered Phone Icon
• User’s name
• Correct time and date

Alternate Icons

• Phone in Use Icon

When the Phone in Use icon appears, it means that the phone is off hook, has a dial tone, or is on an active call.

• Unregistered Icon

When the Unregistered icon appears on the display screen it means that the phone is sending incorrect information to Nextiva’s server, which is not allowing it to register or the phone’s registration password is using special characters that cannot be read properly. Verify you have an active Internet connection by checking the Ethernet cabling on the back of the phone and contact Nextiva Support for assistance.

Do Not Disturb Icon

When the Do Not Disturb icon appears it means that the phone is set to Do Not Disturb mode. Calls will not ring the phone and will be redirected to voicemail.

If the phone does not display one of these status icons, and is not operating properly, use the steps below to determine the phone’s status messages and contact Nextiva Support for assistance.

How to access the phone’s Status Messages:

1. Hit the More softkey, and select the Settings softkey.
2. Select Status Messages.
3. Record the top three status messages.

The ideal network involves your Internet Service Provider (ISP) connecting onsite to a stand-alone modem that connects to a router, preferably a . If you have more devices on your network than ports on your router, you can connect a switch to your router to expand the number of ports.

NOTE: It is always recommended that an experienced Network Administrator update the firmware, and make configuration changes.

There are four main areas that you should be concerned with regarding your network. They are:

Firmware: Must be the for your model.

: Nextiva uses port 5062 to bypass SIP ALG, however, having this disabled is always recommended, which the latest firmware should do. SIP ALG inspects and modifies SIP traffic in unexpected ways causing one-way audio, deregistrations, random error messages when dialing, and calls going to voicemail for no reason.

DNS Server Configuration: If the DNS server being used is not up to date and consistent, devices (Poly phones in particular) can become deregistered. Nextiva always recommends using the Google DNS servers of 8.8.8.8 and 8.8.4.4.

: MTU allows you to set the largest data size permitted on your connection. MTU is set to Auto by default, which can cause phone feature issues and dropped calls. If there is no option to modify this after upgrading to the latest firmware, the router is likely incompatible with Nextiva’s system and will need to be replaced.

NOTE: During the router configuration process below, the network will be unavailable. Depending on the changes being made, as well as any technical difficulties that occur due to the change, this can take from 2 – 20 minutes. Please ensure the configuration changes are made by an experienced IT Professional and during off-hours.

Click the Links Below to Jump to the Corresponding Section:

To Verify/Update Firmware:

NOTE: Nextiva is not able to assist with flashing the latest firmware to a router, as we cannot be held liable if the upgrade fails. It is always recommended that an experienced Network Administrator update the firmware, and make configuration changes. Nextiva recommends backing up your router before upgrading the firmware and configuring the below changes in off-hours.

1. Log in to the router by navigating to the Default Gateway IP address and entering the admin credentials.
2. Verify that the firmware displays the latest version. This process differs by firmware and model. Complete the next steps to upgrade the firmware if it is out of date. If you already have the latest version, .
3. Download the Small Business Router Firmware for the of your model. It is a best practice to download the file to your Desktop so it can be found easily in the next steps.
4. Complete the firmware update process. This process differs by firmware and model.
5. After the reboot is complete, you will be logged out of the router and will need to log back in to continue the configuration steps below.

To Configure MTU:

NOTE: The steps below may differ slightly due to the differences in models and firmware in the RV-Series routers.

1. Log in to the router by navigating to the Default Gateway IP address and entering the admin credentials.
2. Select Setup > Network > WAN. WAN may also be called Internet Settings or something similar, depending on firmware and model. Enter the following required information instead of the default Auto:

• 1500 for Cable Internet
• 1492 for DSL Internet
• FiOS using PPPoE (most pre-2006 FiOS circuits) – 1492
• FiOS using DHCP (most post-2006 FiOS circuits) – 1500

NOTE: If unsure which setting to select, contact your Internet Service Provider.

To Configure DHCP DNS Server (Primarily for Poly devices):

1. Log in to the router by navigating to the Default Gateway IP address and entering the admin credentials.
2. Select Networking > LAN > IPv4 LLAN and enter the required information below:

• Primary DNS Server: 8.8.8.8
• Secondary DNS Server: 8.8.4.4
• DNS Proxy: Unchecked

3. Click Save to apply changes. After the network reboot is complete, you will be logged out of the router and will need to log back in to continue the configuration steps below. When the network comes back online, reboot all phones and computers connected to the router.

To Disable SIP ALG:

NOTE: If there is no option to disable SIP ALG, update to the latest version of firmware for your model. If after the update the option is still unavailable, you may need to purchase a .

1. Log in to the router by navigating to the Default Gateway IP address and entering the admin credentials.
2. Select Firewall > Advanced Setting > Disable SIP ALG.
3. Select Save to apply changes.

The ideal network involves your Internet Service Provider (ISP) connecting onsite to a stand-alone modem that connects to a router, preferably a router recommended to you from Nextiva. If you have more devices on your network than ports on your router, you can connect a switch to your router to expand the number of ports.

There are two main areas that you should be concerned with regarding your network. They are:

:  Nextiva uses port 5062 to bypass SIP ALG, however, having this disabled is always recommended. SIP ALG inspects and modifies SIP traffic in unexpected ways causing one-way audio, deregistrations, random error messages when dialing, and calls going to voicemail for no reason.

DNS Server Configuration: If the DNS server being used is not up to date and consistent, devices (Polycom phones in particular) can become deregistered. Nextiva always recommends using the Google DNS servers of 8.8.8.8 and 8.8.4.4.

1. Log into the router by navigating to the Default Gateway IP address and entering the admin credentials.
2. Navigate to Setup > Basic Setup and enter the following required information:

• Static DNS 1: 8.8.8.8
• Static DNS 2: 8.8.4.4

3. Click Save Settings to apply changes.
4. Navigate to Security > Firewall and confirm the following changes:

• Firewall Protection: Enabled
• Block Anonymous Internet Requests: Unchecked
• Filter Multicast: Enabled
• Filter Internet NAT Redirection: Checked
• Filter IDENT (Port 113): Checked

5. Click Save Settings to apply changes.