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Hi, my name is ***** ***** I will do my best to help you today. To make sure I don’t miss anything, please give me a minute to review your question.
Could you please tell me the Vonage code the agent gave you?
Thank you. I will need to securely connect to your computer to resolve this issue. Would you like me to do this now?
Could you please tell me which anti-virus software you have running, if any?
I do want to help, but I need to know what anti-virus you are running to tell you how to allow Vonage through the firewall.
Okay, thank you, ***** ***** great day!
If you could draw a diagram showing how the devices are connected to the internet and with each other, it would be much appreciated.
Just moment. Let me draw it.
Is the diagram correctly showing as what you have at home?
Sorry, incorrect diagram posted. Please review this one instead.
Cool. Please advise the exact model number of your Vonage VoIP box and XFINITY router/modem. I guess the "built-in firewall" is referring to the XFINITY device, is it correct?
Thanks. In a meeting. To review the specs soon.
Sure. No worries. Take you time.
Are you here at the moment?
Hello. I will be available at 5pm PST. As per the document of your products, a port forwarding setting is required on the interface-facing firewall. I hope we can fix this in a remote assistance session.