If SIP ALG is causing issues, we request first that you disable SIP ALG within your router.
Please note that even IF SIP ALG is enabled, this DOES NOT mean it always causes issues.

As a LAST resort, we can try to change the transport protocol from UDP to TCP but this must only be done if you are unable to disable SIP ALG.

Please speak to a member of IT to have this applied.

Within the ComPilot portal

1. On the Group – Profile menu page Click Users
2. Click Search to display a list of users in your group
3. Click Edit or any item on the row for the user
4. Click Call Control
5. Click Shared Call Appearance
6. Edit the row with correct device with issue.
7. Click on Configure Identity/Device Profile
8. Select Tab, Custom Tags
9. Add the 2 tags

Tag Name = USE_TCP_FROM_DNS_WXT
Tag Value = true

Tag Name = USE_UDP_FROM_DNS_WXT
Tag Value = false

10. Lastly click on Rebuild the files (force) to rebuild the template file.

NOTE: Might be a config delay before being picked up by the client.