Cisco Umbrella OpenDNS and RingCentral Softphone audio

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Our company uses the Cisco Umbrella OpenDNS Roaming Client, and for reasons we don't understand yet it seems to be breaking the RingCentral softphone's ability to play back audio. 

The softphone will open fine, and the user can dial #s and initiate calls, but they can't hear anything the person on the other end is saying. The other person can hear the RC user fine though. And it doesn't matter which model of headset we try or even through the computer's built-in speakers. 

All other audio works outside of RingCentral when it's on a call. Skype calls works, Windows audio works. The only time the user can't hear anything is when they're on an RC call. 

When we remove the OpenDNS client, everything works normally, so we know it's tied to OpenDNS. We've whitelisted every RC service and IP we found on this document here: https://success.ringcentral.com/articles/RC_Knowledge_Article/9233 in Umbrella OpenDNS, but something is still being blocked. 

Has anyone seen this issue before or have any ideas? It's affecting not just one user but all of our users who also use Umbrella OpenDNS, and the only application having problems is the RingCentral softphone. We really, really want to get both programs working together though because OpenDNS provides a vital security service for us. 
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Monte4eqis

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Posted 1 year ago

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Peter Czarnecki, Employee

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Hello,  you are looking at this correctly.  The ports and servers are what we need to focus on with OpenDNS.  Are you only using them as a DNS lookup or content filtering?  If you use them to filter the data you would want to make sure that they are allowing the server ranges and all the ports entered explicitly avoiding rules that use "ANY" since that often will not work or at least well and over the UDP and TCP (TLS carried over TCP) protocols.  If you are just using them for DNS lookup, we would want to then check that your networks firewall is set in this way as well.
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Monte4eqis

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Hi Peter, 

Thank you. I'll take another look, but I don't think we're using OpenDNS for any type of port filtering, just DNS filtering. We have policies to block categories like malware, alcohol, etc. There is a log that supposedly registers all blocked activity, but we don't see anything in it that looks tied to RC. Just not sure where the block is happening. 

The block doesn't appear to be firewall based, or port based, because everything works when we uninstall the OpenDNS client. Our clients still run through our firewall and networking equipment, and the softphone works properly.  
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Luke, U.S. Tier 1 Support

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In addition to what Peter mentioned, we did find an article from Umbrella stating that they have issues with some VoIP softphones due to the way they map their softwhere on the host PC. Umbrella Roaming Client: Known Incompatibilities.

I would also recommend contacting Umbrella with that information and see if they have any updated recommendations and if they can test if this issue is affecting the RingCentral softphone as well. They request that you capture some data for them in order to understand what could be causing the issue in their software, they have a guide for doing this on their site as well.
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David Parent, Champion

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I run both OpenDNS and RingCentral for Desktop softphone and do not have any call issues, not that a large number of our employees actually use the softphone for calling. We have had many calls that only one end of the conversation can be heard, but that is random and probably caused by WiFi/network quality. Usually they immediately call back and the call works as expected the 2nd time.
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Monte4eqis

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Hi, David. That's weird. Do you have a paid subscription to Umbrella OpenDNS and use the Roaming Client?

We do notice that it's been somewhat unpredictable, but it's happening on at lesat a dozen systems all using the Umbrella Roaming Client. We've used both RC and Umbrella OpenDNS together for 2 years, and the problems only started yesterday.  We haven't made any changes to any of our security policies or anything else on the network side, or within our policies in Umbrella OpenDNS, but the issue certainly seems tied to them both together. 

When we remove the Umbrella Roaming Client, RingCentral works flawlessly.  When we add it back, the problem with only one side being able to hear the conversation returns. 
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David Parent, Champion

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Yes.. it's a paid subscription and we are using the roaming client. I did install the clients via GP and command line hiding the taskbar functions, not sure if that makes a difference. Sorry to hear that you're having a conflict. I'll keep an eye on this one.