Deploy Universal Voice

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Deploy Universal Voice to integrate your phone line with VoIP. Learn how to configure and troubleshoot AMG and SIP server for this audio configuration.

Workflow for deploying Universal Voice

Note:

For a comparison of Universal Voice and integrated telephony adaptors, see Adobe Connect audio and video conferencing options.

Adobe Connect Universal Voice uses a component called Adobe Media Gateway to send and receive audio from a SIP server. Install Adobe Media Gateway and configure it to communicate with a SIP server. The SIP server can be hosted by a third-party or be a part of your company’s infrastructure. SIP providers are also called VoIP providers.

Audio flows from a phone, through an audio conference server (not pictured), through a SIP server, through Adobe Media Gateway, to an Adobe Connect meeting room.
Audio flows from a phone, through an audio conference server (not pictured), through a SIP server, through Adobe Media Gateway, to an Adobe Connect meeting room.

Note:

Adobe Connect supports two-way communication and video devices.

Follow this workflow to implement the Universal Voice solution:

  1. To install and configure Universal Voice, you must have the following:

    • Adobe Connect

    • SIP provider credentials

  2. Install Adobe Media Gateway.

    You can install Adobe Media Gateway on the same computer as Adobe Connect Server or on a dedicated computer. You can deploy Adobe Media Gateway on a single computer or in a cluster of servers. The Adobe Media Gateway installer is part of the Adobe Connect Server installer. See Install Adobe Connect using the installer.

  3. Configure Adobe Media Gateway to connect to a SIP server.

  4. Open ports. See Adobe Media Gateway ports and protocols.

    If a firewall uses NAT, see Configure Adobe Media Gateway to communicate from behind a firewall that uses NAT.

  5. To install Adobe Media Gateway on a cluster of computers, see Deploy Adobe Media Gateway on a cluster of servers.

  6. To create a dialing sequence and test the audio connection, see Configure audio providers for universal voice.

  7. If you can’t hear audio in an Adobe Connect meeting, see Troubleshoot Universal Voice issues.

Adobe Media Gateway ports and protocols

Note:

To view a diagram of how data flows between a SIP provider, Adobe Media Gateway, and Adobe Connect Server, see Data flow.

Adobe Media Gateway listens for requests from Adobe Connect Central Application Server on the following port:

Port number

Bind address

Protocol

2222

*/Any Adaptor

HTTP

Adobe Media Gateway initiates a connection with Adobe Media Server like a regular RTMP client. Adobe Media Server listens for Adobe Media Gateway on the following port:

Port number

Bind address

Protocol

8506

*/Any Adaptor

RTMP

Adobe Media Gateway communicates with the audio conferencing provider over the SIP and RTP protocols on the following ports:

Direction

Rule

Adobe Media Gateway to Internet

SRC-IP=<Server-IP>, SRC-PORT=5060, DST-IP=ANY, DST-PORT=5060

Internet to Adobe Media Gateway

SRC-IP=ANY, SRC-PORT=5060, DST-IP=<Server-IP>, DST-PORT=5060

Adobe Media Gateway to Internet

SRC-IP=<Server-IP>, SRC-PORT=5000_TO_6000, DST-IP=ANY, DST-PORT=ANY_HIGH_END

Internet to Adobe Media Gateway

SRC-IP=ANY, SRC-PORT=ANY_HIGH_END, DST-IP=<Server-IP>, DST-PORT=5000_TO_6000
Note:

ANY_HIGH_END means any port above 1024. The default port range is 5000-6000. You can change these values in the Application Management Console. Alternatively, you can also update these values from the sip.xml file of Adobe Media Gateway, by configuring the nodes portUpperLimit and portLowerLimit.

Configuring Adobe Media Gateway to communicate from behind a firewall that uses NAT

Note:

You may not need to complete this task if your firewall is SIP-capable or SIP-aware. Also, in some cases the ALG (application-level gateway) for SIP in a firewall can cause problems. If you can’t enable successful communication through ALG, disable ALG for SIP in the firewall and use the technique described in this section.

Network address translation (NAT) is a process that allows networks to use fewer external IP addresses and to obscure internal IP addresses. NAT changes the IP address and port number of packets flowing out of a network. The internal IP addresses are changed to an external IP address. NAT also tries to direct responses sent to the external IP address to the correct internal IP addresses.

When Adobe Media Gateway is behind a firewall that uses NAT, it may not be able to receive packets from the SIP server. NAT changes the local IP address and the UDP header (packet source) IP address to match the external IP address.

The UDP header IP address is the same as the Adobe Media Gateway external IP address. Therefore, if the SIP server uses the UDP header IP address to send a reply, the reply finds Adobe Media Gateway.

The contact header IP address is the same as the Adobe Media Gateway local IP address. Therefore, if the SIP server uses the SIP contact header IP address to send a reply, the reply can’t find Adobe Media Gateway. The local IP address is hidden behind the firewall and not visible to the SIP server.

The following image shows how NAT changes the IP addresses at the firewall:

NAT changes the IP address.
NAT changes the IP address.

  1. Adobe Media Gateway (internal interface). The UDP header (packet source IP address) and the SIP contact header IP address are the same as the local IP address.

  2. Adobe Media Gateway (external interface). NAT changes the UDP header IP address to the global IP address.

  3. SIP server (external interface). The packet reaches the global interface on the SIP server. To reach the internal interface, directly forward the port. If the port is not forwarded, the packet is lost and communication breaks.

  4. SIP server (internal interface). The packet is processed when it reaches this interface. If the SIP server uses the UDP header IP address to send a reply the reply reaches Adobe Media Gateway successfully. If the SIP server uses the contact header IP address, the reply cannot reach Adobe Media Gateway.

The following image shows a successful configuration in which the SIP contact header IP address is same as the Adobe Media Gateway external IP address. This change allows packets to be routed back to Adobe Media Gateway from the SIP server.

A configuration that allows successful communication.
A configuration that allows successful communication.

To ensure that Adobe Media Gateway can receive packets successfully from a SIP server, do the following:

  1. On Adobe Media Gateway, open the [root_install_dir]/conf/sip.xml file in a text editor. (The default root installation folder is C:\Program Files\Adobe\Adobe Media Gateway.)

    1. Create a <globalAddress> tag under the <Profile> tag. Enter the Adobe Media Gateway external IP address, as in the following:

      ... 
<Profiles> 
    <Profile> 
        <profil e I D>   s ipGateway </profileID> 
        <userName>141583220 00 </ userName> 
        <password></password> 
        <displayName> sipGateway </displayName> 
        <registrarAddress>8.15.247.100:5060</registrarAddress> 
        <doRegister>0</doRegister> 
        <defaulthost>8.15.247.100:5060</defaulthost> 
        <hostPort> 0 </hostPort> 
        <context> sipGatewayContext </context>         
        <globalAddress>8.15.247.49</globalAddress>         
        <supportedCodecs>            <codecID> G711u </codecID>            <codecID> speex </codecID> 
    </supportedCodecs> 
    </Profile> 
</Profiles> 
...

      In a cluster, each Adobe Media Gateway server must have a unique external IP address.

      Note:

      If the external IP address is dynamic, you must reconfigure Adobe Media Gateway every time the external IP address changes.

    2. Restart the Adobe Media Gateway service. See Start and stop Adobe Media Gateway.

  2. On the firewall between the Adobe Media Gateway server and the SIP server directly forward the SIP port (5060 by default) and all RTP voice ports (5000 - 6000 by default) toward the Adobe Media Gateway server. The ports open at the firewall must be the same as the ports open on the Adobe Media Gateway server.

    Note:

    The servers can communicate without port forwarding. However, without port forwarding calls may disconnect unexpectedly, especially after long durations.

Configure the Adobe Media Gateway log level

A high log level can cause audio glitches when the load on Adobe Media Gateway is high. Higher log levels write more information to the log. Writing to the log uses processing power and leaves less power for transmitting audio. For best performance, Adobe recommends setting the log level for audio data to 4.

  1. Open the AMSmg.xml file in a text editor (By default, the file is located at C:\Program Files\Adobe\Adobe Media Gateway\conf.)

  2. Set logLevel to 4:

    <logLevel>4</logLevel>

  3. Restart Adobe Media Gateway.

Deploy Adobe Media Gateway on a cluster of servers

Adobe Media Gateway installed on a computer with two processors can make 100 calls simultaneously. To handle a higher load increase the number of processors or add more Adobe Media Gateway servers to the cluster.

To deploy a cluster of servers, install Adobe Media Gateway on its own computers and install Adobe Connect Server on its own computers. Do not install Adobe Connect Server and Adobe Media Gateway on the same computers.

When you deploy Adobe Media Gateway on a cluster of servers, Adobe Connect Server handles load balancing and failover. Adobe Connect Edge Server does not require any additional configuration.

  1. Run the installer on every server in the cluster and choose to install Adobe Media Gateway. 

    Note:

    For information about deploying Adobe Connect Server in a cluster, see Deploy a cluster of Adobe Connect servers.

  2. On one Adobe Connect server, open the Application Management Console at http://localhost:8510/console.

  3. Select Adobe Media Gateway settings and click Add to add and configure additional Adobe Media Gateway servers.

    Note:

    Use the Application Management Console on one server to enter configuration parameters for all the servers in the cluster. The Application Management Console pushes the configuration settings to every server in the cluster.

Troubleshoot Universal Voice issues

If you can’t hear audio from a Universal Voice audio conference in a meeting room, do the following:

  1. Make sure that the volume is up on the computer. If you’re using headphones, make sure they’re plugged into the output jack.

  2. Test the dial-in sequence. See Test a dialing sequence.

  3. Verify that Adobe Media Gateway is configured successfully:

    1. Open the Application Management Console (http://localhost:8510/console) on Adobe Connect Server and click Adobe Media Gateway Settings. The status of each Adobe Media Gateway must be “Active”.

    2. If the status is not active, open the [root_install_dir]/custom.ini file. Make sure that you see the following entries:

      FMG_ADMIN_USER=sa 
FMG_ADMIN_PASSWORD=breeze

      If you don’t see the entries, enter them and restart Adobe Connect Central Application Server.

  4. Contact Adobe Support at www.adobe.com/support/programs/connect.

If you don’t see an option to add a Video Telephony pod in the meeting room Pods menu:

  1. Ensure that Video Telephony Pod is not disabled in Adobe Connect Central > Administration > Compliance and Control.

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