3cx phone disco after call

[Omoks]

Good day,

I'm trying to troubleshoot why in my contact center for a random number of agents and some to be fair less random keep getting disconnected from the 3cx softphone for windows after calls.

It's not consistent but there are certain observations, it happens more in the evening and when it does it happens back to back.

Here's part of the debug

Sound mic device OK []
Sound ring device OK []
Sound speaker device OK []
Sending STUN request
Sending STUN request
STUN check failed
Phone is now connected
Video stream will be received on xxx.xxx.xxx.xxx
Phone has been disconnected - error: 403
Phone is no longer connected
Phone connection failed, PBX not responding

Usually a restart of the phone fixes this. I'm not loosing any internet connection on the user(s) system. And it just seems to happen to some users more than others

Any ideas? Is there a recommended rtp timeout I can put in the PBX or am I looking in the wrong direction.

Thanks

 

[Pierre_3CX]

Hi there,
Can you clarify which version of 3CXPhone and which of 3CX phone system are you running?

 

[Omoks]

Hi there,
Can you clarify which version of 3CXPhone and which of 3CX phone system are you running?

Sure. Most recent version of 3CX phone for windows with a 3cx pbx portal. It gets a bit complicated but there's Voip media gateway by Patton for DIDs but thats a different story.

 

[Pierre_3CX]

Can you confirm that if you are running antivirus or proxy on the client machine it has been configured according to : http://www.3cx.com/blog/docs/3cxphone-presence-self-help/

 

[Omoks]

You know what. I haven't done that yet. My company has a firewall so all my PC's use AVG with all firewall functions disabled. When I get in tonight I'll try this and let you know. Thanks

 

[Omoks]

Can you confirm that if you are running antivirus or proxy on the client machine it has been configured according to : http://www.3cx.com/blog/docs/3cxphone-presence-self-help/

Okay! So I verified my corporate AVG settings with those in the link. Good thing is that all features of the AVG application except file scanning are enabled. In essence it does no LAN/ WAN or firewall functionality other than scanning files.


What else could be wrong. This issue doesn't seem to have a pattern in that it happens every day. Different people but I can't recreate it. But then again if I could i guess then I'd know what the cause was.