When capturing traffic, you can clearly see TCP traffic between the softphone, the app and the authentication servers over the internet. To make things easier and to exclude as much as possible routing issues, I have momentarily connected the softphones to the same VLAN as the PBX.
Softphones are connected to the SIP server either through Staff VLAN, or through the Internet:Ī the moment I am using Wireshark to capture traffic on VLAN 400, where the PBX resides, but I could also capture traffic on the router end. Core LAN + 4 VLANs - Hardphones and PBX are connected to VLAN 400. Peplink router model Balance One using 5 WANs. We wonder how this can be, as the issue appears randomly. So Panasonic keeps asking us to double check settings on the router, which in their opinion is causing the issue. Any softphone app, prior being used must authenticate to Panasonic servers which are hosted on Amazon AWS. If this fails, then a new connection attempt is made using the other connection method (remote or local) Any subsequent connection attempt by the Softphone, will be made through the last-time connection (remote or local). Once connection is established, the quickest connection will be used The first time the app is fired, it will attempt to connect using the best connection, so both remote and local connection attempts are made at the same time. Softphones app connects to the local PBX through the Internet or in LAN, depending on current location. Unfortunately Panasonic is not really eager to help solving the issue although we suspect the system is prone to glitches, also due to the architecture's complexity: 
Softphones are based on the official Panasonic iOS/Android app. Usually the second dial attempt works as expected. I would say that 30% softphone-to-softphone calls have (no) audio issue, and when this happens, users are required to dial again until the audio is working. While there are no issues at all when using hardphones, softphone to softphone calls are experiencing random issues (no audio).
The NS500 is an hybrid system which manages analog-in phone calls and SIP/TLS calls between hardphones and softphones.
We are using a Panasonic NS500 PBX unit which is cable connected to our LAN, to manage phone calls. We are attempting to fix an issue which is affecting our small school since months.
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