3CX server appears to randomly disconnect calls

[MFreid]

In our support dept we've occasionally had customers complain that they call in and are immediately disconnected after holding in the queue. We have generally chalked that up to the "occasional glitch" but it's starting to become an issue due to the number of reports and other reasons (like not wanting upset customers).

Taking a look at a specific example, it appears that the call here was disconnected immedisatly after being given to one of the extentions in the queue (extension 34935) - 0.2 seconds after being given to the extension, it gets a BYE from 127.0.0.1 (the server). Is there any reason that anyone can see why this would be occurring or is there a way I can try to find out?

Thanks in advance.

Log follows:

15-Apr-2015 13:26:04.238   Leg L:48937.1[Line:10004<<510517####] is terminated: Cause: BYE from PBX
15-Apr-2015 13:26:04.238   [CM503008]: Call(C:48937): Call is terminated
15-Apr-2015 13:26:04.238   [CM503023]: Call(C:48937): Call recording is stopped, audio file: M:\Recordings\34935\[WIRELESS CALLER]_510517####-34935_20150415132603(48937).wav
15-Apr-2015 13:26:04.237   Leg L:48937.4[Extn] is terminated: Cause: BYE from 184.23.129.18:1049
15-Apr-2015 13:26:03.829   [CM503022]: Call(C:48937): Call recording is started, audio file: M:\Recordings\34935\[WIRELESS CALLER]_510517####-34935_20150415132603(48937).wav
15-Apr-2015 13:26:03.828   Leg L:48937.3[Queue] is terminated: Cause: BYE from 127.0.0.1:5488
15-Apr-2015 13:26:03.625   [CM503007]: Call(C:48937): Extn:34935 has joined, contact <sip:[email protected]:1089>
15-Apr-2015 13:26:03.624   L:48937.4[Extn] has joined to L:48937.1[Line:10004<<510517####]
15-Apr-2015 13:26:03.478   [CM503025]: Call(C:48937): Calling T:Extn:34935@[Dev:sip:[email protected]:1089] for L:48937.1[Line:10004<<510517####]
15-Apr-2015 13:23:55.753   Leg L:48937.2[Ivr] is terminated: Cause: BYE from 127.0.0.1:40600
15-Apr-2015 13:23:55.550   [CM503007]: Call(C:48937): Queue:80000 has joined, contact <sip:[email protected]:5488>
15-Apr-2015 13:23:55.549   L:48937.3[Queue] has joined to L:48937.1[Line:10004<<510517####]
15-Apr-2015 13:23:55.396   [CM503025]: Call(C:48937): Calling T:Queue:80000@[Dev:sip:[email protected]:5488;rinstance=74efbb93a12c88cc] for L:48937.1[Line:10004<<510517####]
15-Apr-2015 13:23:55.344   [CM503027]: Call(C:48937): From: Line:10004<<510517#### ("WIRELESS CALLER" <sip:510517####@voip.leapset.com:5060>)  to  T:Queue:80000@[Dev:sip:[email protected]:5488;rinstance=74efbb93a12c88cc]
15-Apr-2015 13:23:55.344   [CM503004]: Call(C:48937): Route 1: from L:48937.1[Line:10004<<510517####] to T:Queue:80000@[Dev:sip:[email protected]:5488;rinstance=74efbb93a12c88cc]
15-Apr-2015 13:23:36.034   [CM503007]: Call(C:48937): Ivr:80001 has joined, contact <sip:[email protected]:40600>
15-Apr-2015 13:23:36.034   [CM503007]: Call(C:48937): Line:10004<<510517#### has joined, contact <sip:[email protected]:5060>
15-Apr-2015 13:23:36.033   L:48937.2[Ivr] has joined to L:48937.1[Line:10004<<510517####]
15-Apr-2015 13:23:35.881   [CM503025]: Call(C:48937): Calling T:Ivr:80001@[Dev:sip:[email protected]:40600;rinstance=34b783613086e514] for L:48937.1[Line:10004<<510517####]
15-Apr-2015 13:23:35.879   [CM503027]: Call(C:48937): From: Line:10004<<510517#### ("WIRELESS CALLER" <sip:510517####@voip.leapset.com:5060>)  to  T:Ivr:80001@[Dev:sip:[email protected]:40600;rinstance=34b783613086e514]
15-Apr-2015 13:23:35.879   [CM503004]: Call(C:48937): Route 1: from L:48937.1[Line:10004<<510517####] to T:Ivr:80001@[Dev:sip:[email protected]:40600;rinstance=34b783613086e514]
15-Apr-2015 13:23:35.878   [CM503001]: Call(C:48937): Incoming call from Line:10004<<510517#### to <sip:[email protected]:5060>

 

[lneblett]

It looks to me that the actual call termination is:
Leg L:48937.4[Extn] is terminated: Cause: BYE from 184.23.129.18:1049

This appears to be the extension that ultimately picked up the call. When it picked the call up, a recording was started just prior. About .4 seconds after the pickup, the extension terminated the call and the recording was stopped. Is the extension on the same LAN or remote (given the IP)? The port being used is also a little unusual.

While I am not able to discern why the call terminated, I am guessing that there is a traversal of networks. I suggest that you check the extension in 3CX and turn on the PBX provides audio option. You might also check and see if re-invites are enabled for the extension and toggle the option. A verbose log may shed more info.

You might try and disable the recording aspect for testing as it only adds complexity.

As a final offering - can you describe the network (how the phones are connecting to the 3CX system) and what phones are in use?

 

[MFreid]

Thanks for the input. I'll check on all of these and see how it goes. For the people in our Customer support dept, I need to have recording on and they're the ones that have the majority of the questions. A description of how our system is set up it pretty straightforward -

The phones are connected to the internal LAN, which goes through a cluster of Cisco switches and router out to the 3CX server which is hosted off-site by Amazon hosting. It was originally set up by a previous administrator who (unfortunately for me) was much more knowledgeable than I on Cisco networking and how everything communicated to the Amazon hosted servers.

Edit: The phones being used are Yealink T46G