Axon Technical Support

For all post-download related problems

P. Unable to log onto the web control panel

When you first install Axon the default user is "Admin" with a blank password. This should be changed using Settings from within the Axon program itself.

P. When running the Axon web control panel on Windows 2003 Server, if I check any of the boxes and save the changes, the modificiations don't stick.

The Axon web panel requires Javascript in order to function properly. If you are using Internet Explorer, then by default Javascript is disabled. You either need to turn Javascript on or download a different browser such as Mozilla Firefox (http://www.mozilla.com/firefox/).

P. I register my extension with Axon but then the registration disappears after a minute or two and I can no longer call in.

Download the latest version of Axon. This is a problem inherent with a lot of IP phones with regards to a particular registration bug, but we have now worked around the issue.

P. I am trying to register an extension remotely with Axon, but I cannot seem to contact the Axon computer at all. I am using the setup details specified for my extension in the Axon web control panel Extensions section.

In the Setup Details for your extension, all the fields "SIP Server", "Outbound Proxy", "Register Proxy", and "Default Domain" will show a server name that will only work on your local network, the only condition that server name would work was if your Axon computer was connected directly to the Internet. You must contact your Axon administrator and find out what is the external IP address or domain name of the Axon network and use that information instead.

P. I want to prevent users on an Axon network calling each other directly using IP addresses.

The only way to do this is to setup SIP Rules in the Dial Plans. You will need to create one SIP rule for every user on your network, and enter their private IP address in the "If sip host is" field, and "Dial on line" set to "[Blocked]"

P. Axon can only detect my private IP address and not my public IP. We cannot receive incoming calls and I presume this is due to the public address not being shown

You should be able to overcome this problem by enabling the "Use STUN servers to find external IP Address and Port" option in "Settings -> Network". If Axon still cannot find your public IP, it means it is being prevented from contacting the STUN servers by your firewall or router, you will need to sort out that issue first. The STUN server request from the Axon computer goes out on port 3478, so you may need to configure your router to allow incoming/outgoing data from this port.

P. How to route/divert/transfer a call to an external phone number.

This feature is available only with Axon 1.07 and later versions. If you want a number to divert to an external number when someone calls in to one of your external lines, you must first setup an extra extension. In its properties check the option "Transfer the call if not answered" and type the number. Axon will use the Outbound Dial Plan for this extension to dial the number, so verify the typed number matches the outbound dial rules. Now either set the external line to ring on that extension or set it to ring on a group and that that extension to the group.

If you want to divert the call to an external number when you are unable to answer your extension, the procedure is the same.

P. My phone calls disconnect after approx. 1 minute.

There is a bug with your VoIP providers gateway. To work around this issue select External Lines from the Axon Web Control panel, and then click the name of the External Line being used for the phone call. On the display for that line, click the <Advanced Line Settings> button. On the Advanced Settings page, scroll down to Sip Compatibility Options and tick the check box for “Disable call activity polling”.

P. I cannot hear the caller when I call out or someone calls in.

1. Your VOIP provider may not like Odd RTP packets being forwarded. Tick the checkbox in the 'Advanced Line Settings' for the External line you are using that says 'Prevent Odd RTP Ports Being Forwarded' and try the call again. If the audio still fails then turn the option back on.

2. There is a firewall blocking a port that the audio comes through. Check there are no firewalls running that could interfere with ports or programs.

3. The Network Address Translation on the router may not be working correctly. Because internal calls are working fine this must be a networking issue or you would have the problems even when calling internally.

P. How do I configure IMS with Axon?
P. When a call is transferred from the IVM answering attendant to an extension they are played random on hold music. Is it possible to have IMS provide the music? IVM, IMS and Axon installed on the same computer.

If you want your callers to hear announcements and music when they are on-hold in Axon, then you need to install the IMS Telephone On-Hold Player on the same computer as Axon.

Once it is installed, it will detect for the presence of Axon, and then automatically enable its VoIP server and set it to run on port 606. In the Axon web panel, go to the "Groups and Queues" section. Select the default group (701) and set the Hold option to "Link to IMS On-Hold Player", leaving the server name as it is.

Requesting Technical Support