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1 Unified Communication: It should work as easily as a telephone call! Authors Thomas Reisinger, MSc (Royal Holloway, 2016) Peter Komisarczuk, ISG, Royal Holloway Abstract This article explains various aspects of Unified Communication (UC) - the methods used to implement UC, and the problems faced by real-life organisations in the implementation surrounding firewall traversal and related security considerations, and possible solutions. Our focus will be on the Session Initial Protocol (SIP). With the help of examples, we will see how SIP works in concert with relevant industry standards to solve challenges around firewalls and Network Address Translation (NAT) for UC. In conclusion the article highlights some vendor best practise recommendations for UC. a a This article is published online by Computer Weekly as part of the 2017 Royal Holloway information security thesis series Unified-Communication-It-should-work-as-easily-as-a-telephone-call. It is based on an MSc dissertation written as part of the MSc in Information Security at the ISG, Royal Holloway, University of London. The full thesis is published on the ISG s website at Unified communication - The promise The Unified Communication promise is to connect people, enabling them to collaborate seamlessly to improve business agility and results. These results include better user and group productivity, dynamic collaboration and simplified business processes, with the goal of increasing revenues, decreasing costs and improving customer service. A characteristic UC based conversation could start by verifying the availability of the communication partner. If the partner is available, an instant messaging (IM) chat session would be initiated between the two parties. In case the chat capabilities are not sufficient for the communication, a video conference (VC) or content sharing session, or both, could be added to the UC session. If other parties are required to Unified Communication (UC): The interactive use of different real time communication methods/channels, and the integration with IT business applications and processes across multiple devices and media types, presenting a consistent unified user interface. join, they could be brought into the UC session. There are several elements associated with UC, including: Call Control (signalling). Voice over IP (VoIP). Instance Messaging (chat functionality). Video Conferencing. Collaboration (for example simultaneous modification of a text document). Business Process Integration (integration into an Enterprise Resource Planning system). Recording, streaming and content management. Page 1

2 Real world problems One of the most important points for UC deployment in an organisation is the adoption rate as this will justify the investment. There is no benefit if the users cannot use the system because it doesn t work. Beside the clear definition of the use cases, for example, to support multiple development locations where there is a need to share a white board, there are several points which needs to be considered. Ease of use Today it is very common to give the control for scheduling and using UC sessions to the user, rather than having a concierge service where an operator drives all the technology in the background. When the user is in charge of establishing and managing the UC meeting its success is closely related to the ease of use of the system. This starts with the invitation process (pre-meeting), content sharing, video and, more importantly, audio quality (in meeting) and continues through to the post-meeting activities. An example user interface for an UC client is demonstrated in Figure 1. Top issues for user UC adaption rate: Ease of use. Quality and Reliability. Interoperability. Figure 1: Polycom RealPresence Mobile ipad - Software Client Quality and reliability One of the most challenging prerequisites for video conferencing (VC) is the requirement on the underlying network infrastructure to ensure the correct delivery of the real-time media and signalling packets. The most common signalling protocols are SIP and H.323. The bandwidth requirements depend on the technology used and the CODEC (coder/decoder). The required network properties depend on the recommendations of the different vendors and include: CODEC: Coding and decoding of audio, video to/from digital data streams. Packet loss. This occurs when packets of data travelling across a computer network path fail to reach their destination. This can be caused by congestion or capacity overload on routers and connections. Typically there should be no more than 1% of lost packets. Page 2

3 Jitter. This is defined as the variation in the delay of received packets and should be no more than 40 ms. The packet delay variation can be addressed to a certain level, by using buffers, but this adds end-to-end delay. One-way latency. This is the amount of time a packet takes to traverse from the source to the destination. This should be no more than 100 ms. If the parameters above cannot be met a negative end user experience can be expected, for example: frozen or blurry video, poor audio quality and in the worst case call disconnections. This has a significant impact on the end user acceptance of the technology. There are a variety of QoS solutions. For example, the recommended UC DSCP (DiffServ Code Point) QoS settings are defined in RFC Configuration Guidelines for DiffServ Service Classes to tag on the IP layer. Interoperability In general, many organisations and companies are involved in UC development, each with possibly different interests and goals. This creates some issues with the interoperability of those technologies. The simple expectation of a UC end user is: It should work as easily as a telephone call. This is quite a challenge and some problems experienced by the end user could be: No video/audio received (capability exchange between endpoints fail). Poor quality video/audio received (poor CODEC quality implemented). No connection at all (signalling or capability exchange issues between two communication partners). Content sharing channels that cannot be established. For that reason, in May 2010, some vendors and organisations collectively formed the Unified Communication Interoperability Forum (UCIF). In June 2014, UCIF merged with International Multimedia Telecommunication Consortium (IMTC) to combine their efforts to improve the interoperability and education surrounding UC. Session initiation protocol (SIP) One of the most popular signalling protocols for UC is the Session Initiation Protocol (SIP) defined in RFC One core functionality of SIP is to negotiate the ports, IP addresses and domain names required to describe the sessions it controls. SIP also manages session traffic to be established, such as the Real-Time Transport Protocol (RTP) which streams audio and video. Some of the main reasons for the popularity of SIP come from the wide distribution of Voice over IP (VoIP) and the movement from telephony to the UC/VC space. Another advantage of SIP signalling is its flexibility. Figure 2 illustrates an example for a point to point communication between two endpoints on a LAN (Local Area Network) with an SIP proxy. SIP and firewalls For two organisations to communicate with each other via the Internet, the UC infrastructure needs to pass through the firewalls of both organisations. There are two main issues with getting SIP to traverse firewalls: packet filtering and NAT. The depletion of available IPv4 addresses, which are essential for inter IP communication, brought about a solution called network address translation (NAT) to map private IP addresses (for example, /8, /12) to public routed IP addresses. The first Page 3

4 Figure 2: SIP P2P call with proxy server issue is getting the SIP messages themselves through, and the second is getting the media sessions that need to be initiated to pass through. The later is the more challenging aspect. Because of the wide deployment of firewalls and NAT gateways UC traffic will not work end-to-end without special solutions put in place, two of which are discussed in the following two sections. Firewalls with Application Layer Gateway/Proxy (ALG) Some firewall vendors try to solve the firewall traversal problem for the signalling and media streams by the introduction of Application Layer Gateways (ALGs) inside their products. An ALG-enabled firewall reassembles all application-related TCP and UDP packets, which can include DNS, HTTP, or SIP messages, and examines the messages, possibly modifies them, and permitting or rejecting the traffic based on the configured policy. It ensures that protocol anomalies and misuse attempts are detected, and message sequence and protocol standards are all correct. For each application, a specific ALG needs to be implemented and kept updated by the firewall vendors. In the context for SIP, ALGs also fix issues caused by firewall packet filtering and NAT. The ALG dynamically modifies the configuration/traffic based on application-specific information such as IP addresses, port numbers, and remapping of RTP traffic together with Session Description Protocol (SDP) information. However, ALGs built into firewalls don t cover all aspects of UC requirements and using an It s not recommended to solely put your trust in ALGs built into firewalls for UC. unknown SIP extension may sometimes cause parts of the UC to fail. For example, content sharing could be blocked but video and voice may be working with ALG turned on. Because all the traffic, signalling and media needs to traverse the ALG firewall, it has an impact on performance and adds some additional delay into the real-time communication. From the author s experience, it is not recommended to solely put your trust in ALGs. Solutions for that are discussed in the next section. SIP and Media NAT/Firewall Problems Many internet application protocols work fine with NAT and firewalls as long as some guidelines are followed as described in RFC Network Address Translator (NAT) - Friendly Application De- Page 4

5 sign Guidelines. Unfortunately, with SIP the initial RFCs covering these protocols ignored NAT and assumed IPv6 would remove the need for NAT. However, IPv6 deployment has been low, with approximately 16.65% of hosts in the UK being IPv6 as measured by Google (January 2017). Some of the main protocol design recommendations for working with NAT, which could have been incorporated, are: Using client/server systems which are more workable compared to peer-to-peer applications. Avoiding the use of end-to-end IPSec (layer 3 encryption) which causes issues as key information is obfuscated from intermediate devices such as firewalls and gateways. Use DNS names, rather than IP addresses in the payload which allows for better connectivity through NAT. Avoiding multicast, which is difficult through NAT. Avoiding the use of session bundles. (The classic example is FTP, where one connection is for control and one for data transfer. In real time communications we have RTP and RTCP, the Real Time Control Protocol.) Using TCP instead of UDP to optimise traversal. Figure 3: SIP INVITE message highlighting NAT/firewall problems In Figure 3 an SIP INVITE message is shown highlighting the problem fields in red: 1. In the Via header field the private IP address and listening port 5060 are used and may not have an active mapping and filter rule in the NAT gateway. 2. The Contact URI may not be routable because of its private IP address The SDP information in the c= and m= lines will not work behind NAT as it is using a local IP address and port. SIP violates most of the points discussed above. Early solutions to this problem used ALGs. Later a solution called STUN (RFC Session Traversal Utilities for NAT ) is used directly on the SIP User Page 5

6 Agent to identify if it is behind a NAT device and to discover its mapped address. Unfortunately, STUN doesn t cover all NAT variations and the IETF developed ICE (RFC Interactive Communication Establishment) which makes use of the STUN protocol and its extension TURN (RFC Traversal Using Relay NAT ). There are several extensions available for SIP, such as: symmetric SIP, connection reuse and SIP outbound to help overcome the NAT/firewall problems for the SIP signalling part, but the media stream issues are not resolved. The best solution for media NAT traversal is to use, at the first stage hole punching in combination with ICE. Hole Punching is a probing technique, used to enable two clients, for example two SIP User Agents, to set up a direct session with the help of a rendezvous server on the internet, for example a SIP proxy, even when the endpoints are behind NATs. This is a very common method used for peer-to-peer networks such as online gaming, file sharing, and for UC. In case ICE and Hole Punching is not successful a fall back to STUN/TURN should enable traversal. The best solution for media NAT traversal is to use, at the first stage hole punching in combination with ICE and if this is not successful fall back on TURN. Session border controller (SBC) The Session Border Controller (SBC) is under discussion by the IETF and user community in order to break up the direct SIP User Agent (UA) end-to-end architecture by introducing a back to back user agent (B2BUA) between a private and public network. In RFC Requirements from Session Initiation Protocol (SIP) Session Border Control (SBC) Deployments, many aspects are discussed including the conflict with SIP architectural principles. SBCs solve the most critical problems surrounding NAT/firewall traversal and provide successful UC calls by following a clean architecture (see Figure 4). The B2BUA acts on the public side as a user agent server and handles UA sessions from the public network side, applies policies, processes the sessions, possibly relays the media, and proxies the session into the private network. Figure 4: SBC Architecture SBCs provide the following common functions in relation to SIP: Topology and IP address hiding. Media traffic management. Fixing capability mismatches between User Agents. Maintaining SIP-related NAT bindings. Page 6

7 Media encryption/decryption. Media relay and transcoding. SBCs are very common in service provider environments and are increasingly being deployed and used by enterprises in general, especially for cloud based UC solutions. Security considerations for UC With the wide distribution and exposure of UC architectures to the Internet, the need for security is obvious. Compared with the classical Public Switched Telephone Network (PSTN) and its perimeter and physical security, UC is much more exposed to threats via the internet. Hence, UC, like other information technology areas, needs to be covered by a regular Information Security Management System (ISMS). This section highlights the threats to UC systems and possible approaches to reduce the risks. Real life examples Some classical security risks: Information leakage. Integrity violation. Denial of Service (DoS). Unauthorised access. Masquerade/man-in-the-middle attack The discussion points from the previous section highlight some of the threats and possible attacks on UC infrastructures. The security services defined in RFC Session Initiation Protocol, when implemented correctly, can help to reduce the risk. This section demonstrates some real-life attack examples. ISDN gateway misuse The following example demonstrates a common problem, seen by the author several times. This is a problem caused by incorrect UC infrastructure security configuration even though the right components are in place, and can result in telephone invoices for thousands of Euros. Unfortunately, many customers are still using ISDN for voice or video calls in meetings. For voice only calls, a SIP/private branch exchange (PBX) telephone gateway can be used, causing a similar problem illustrated in Figure 5 and described as follows: 1. SIP Scan Organisation ABC.com provides a business-to-business SIP video dial-in option via a firewall and a dedicated SBC (see Figure 5 point 1). That means any unauthenticated SIP UA is allowed to send a SIP INVITE message to the SBC and this message is processed by the SBC. A potential attacker could find out the SIP dial-in point by conducting Internet research on the corporate home page, signatures, through social engineering, or simply by querying the SIP service DNS records of the organisation s domain name. 2. Virtual Meeting Room (VMR) Scan The attacker already knows a valid virtual meeting room (VMR) number (similar to an extension) learned from an signature or by guessing. A SIP INVITE can then be sent to this SIP URI, for example, 10123@ABC.com by the attacker. If this is a valid VMR, the call ends up on the MCU (Multipoint Control Unit) illustrated in Figure 5 point ISDN misuse The attacker is now connected to the infrastructure of ABC.com and could try to dial out via ISDN from the MCU, inviting somebody via ISDN into the same VMR. The number used for dialling could be a premium international number, maintained by the attacker, generating a telephone toll to ABC.com indicated by Figure 5 point 3. Page 7

8 Figure 5: Example ISDN gateway misuse There are several options to reduce the risk of such ISDN service misuse. Turning off ISDN is generally not acceptable for various reasons, such as security policy and business need. There are still misleading security features of ISDN such as caller identifier, which can easily be spoofed. Another problem with ISDN is that it doesn t allow IP based security services such as mutual TLS authentication or the usage of certificates. Allowing only authenticated users to send SIP INVITES is also not feasible, because this will prevent the communication with external organisations. A more practical solution is to use different PINs for each meeting as authentication during the join process before the connection gets established. The PINs shouldn t be included in meeting invites and a different PIN exchange mechanism should be used. In addition, a chairperson password can be used to enable participation only after a participant has provided the chairperson password when joining the VMR. Another option is to allow unauthorised Internet calls only to a specific static VMR with specific security settings and limited services e.g. no ISDN/PSTN dial out. UC security recommendations from vendors In addition to available standards and security services, each UC vendor provides some kind of recommendations and guides for their part of the UC ecosystem (products and services). Some examples from well-known industry vendors are discussed here. Most of these recommendations apply in general for IT assets, and some are more specific to UC. Some of the recommendations in the two guidelines Polycom Recommended Best Security Practices for Unified Communications and Cisco Video and TelePresence Architecture Design Guide include: For end user: Participate in training around the usage of UC technology and related security measurements. Change PINs and passwords regularly as specified by the company security policy. Disable Auto Answer on video endpoints. If enabled, this could allow somebody to call into a physical meeting room, where the endpoint is located, and listen/watch conversations without the knowledge of the people in the room. For IT managers - Implementation/Architecture: Place all UC infrastructure components behind a firewall and use an SBC for firewall traversal. Page 8

9 Turn off unused features/open ports, to reduce the amount of attack vectors. Use VPN connections for branch locations to provide a similar security level to that provided at the main site of the organisation. Change default passwords and configuration items. Encryption for signalling and media should be used together with device/user authentication. For system management use secure protocol versions e.g. SSH, and HTTPS for management interface access. Use the SBC security policy compliant settings to avoid unwanted connections and registration attempts from the Internet. Use a virtual meeting room (VMR) for business-to-business or external guest user calls. Don t allow call establishment from unknown sources directly to an endpoint inside the organisation. For IT Managers - Operation Incorporate the UC architecture into a security management system such as ISO Conduct periodic security assessment vulnerability scans (internal and external) on UC components, update security configurations and apply software updates accordingly. Mobile UC devices should be managed centrally for endpoint security via a secure channel. Review and monitor the UC infrastructure generated log files for anomalies in the UC usage. Biographies Thomas Reisinger has been active in the network and security field around the globe for more than 20 years, helping customers to build a solid IT infrastructure. He holds a Cisco Certified Internetwork Expert (CCIE #9283) certification in routing and switching since 2002 and received his MSc in Information Security from the Royal Holloway University in The last couple of years he manages a small team in EMEA that help customers with their UC strategy. His interests include UC infrastructure and related security. He may continue his academic career with a PhD in information security at the Johannes Kepler University in Austria. Peter Komisarczuk s a member of the Information Security Group at Royal Holloway, University of London, where he is Programme Director for the MSc Information Security (Distance Learning). He is a chartered engineer and has a PhD (Surrey), researches in networks and security and has worked in industry in various R&D roles at Ericsson, Fujitsu and Nortel Networks. Page 9

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