App ext. in RG stop ringing

[AWS2P]

Hi,
on a customer pbx on which nothing change since months, and we didn't noticed any problem.PBx is on premise, windows one, on dedicated computer, up to date release. Trunk sip is supported provider OpenIP.

since almost 4 weeks customer noticed the app members of RG are not ringing for the time set in RG (120s) they ring perhaps 15s and stop ringing, then on webclient we see callee is always there but it's impossible to pick up .
On caller side they stay on MOH until DNA timeout which goes to a VM.
Then customer receiving VM notification can discover who was calling and call back.

all APPs in RG (5) are on Androids smartphones and connected on 4G , all behave the same, after 15s of ring they all stop ringing and no one is able to pick up.

Call flow is simple, from a trunk call, it goes to IVR then RG then VM for DNA.

Pbx has been rebooted, App reinstalled twice with no success change. It was previously working fine.

Nothing i can see in console seems wrongly set.
So all advices to catch what happens is appreciated.

 

[VasilisV_3CX]

Hi @aws2p,

Can you register one of the 5 RG extensions on the Windows App / Web Client and see if the calls stop after 15 seconds?

Do the calls that are direct exhibit the same behaviour or is it only calls in the ring group?

What is the ring strategy?

 

[AWS2P]

Can you register one of the 5 RG extensions on the Windows App / Web Client and see if the calls stop after 15 seconds?

Yes in webclient we see call is always there but as I said it's impossible to pick up there is a panel like it's a forbidden action.

Do the calls that are directly exhibit the same behaviour or is it only calls in the ring group?

I don't have out of RG so if you want an anwser on this , I need to modify call scenario, for now all the calls are coming from an unique IVR to differents RGs, each choice from IVR to different RG behave the same.
Previously this was working fine, nothing has been changed on pbx side, only Microsoft updates on windows 10 PBX can have changed something?

What is the ring strategy?

Ring all

 

[VasilisV_3CX]

Hi @aws2p,

Yes in webclient we see call is always there but as I said it's impossible to pick up there is a panel like it's a forbidden action.

To clarify: Are you not able to answer the call at all on the Webclient?

Can you set up a ring group without a DR in front to test?

Also can you provide the PBX version and Android App version?

 

[StefanW]

@aws2p

one short intervention, Ringroups on 120s will mostly never work as calls over the PSTN network cannot ring for that long in itself. You would need to accept the call. A Queue would be for such a long ring duration the right system extension. Besides the PSTN network, also some IP Phones cannot ring for so long. I would not recommend RG with an interval over 15s along the call was not connected to the caller before (maybe via IVR)...

 

[AWS2P]

one short intervention, Ringroups on 120s will mostly never work as calls over the PSTN

Hi,
Customer is not using PSTN lines but supported SIP trunk, also like I said , it was working fine with same settings until recent period, just since nearly 4 weeks problem is there.

Also I don't understand why you say 120 s on RG couldn't be good , Calls reaching RG are already answered for public network , first answer is 3CX IVR, then RG so 120s for timeout is not something so long.

Ringing time is on PBX side , not on public network, call is already answered

 

[AWS2P]

To clarify: Are you not able to answer the call at all on the Webclient?

Yes, we're able to answer before the first 15 seconds, once elapsed time, webclient let see there's always an incoming call but it become impossible to answer

Can you set up a ring group without a DR in front to test?

Yes will do this test out of office hours

Also can you provide the PBX version

I will check for Android APP but normally it should be the latest supported

 

[AWS2P]

App version is 16.7.8.121

Call test done :
From app call internal RG number, then it behave the same , caller is ringing 120s before going to VM, callee is ringing max 30 sec and no more.
Call test between extensions behave the same ,extensions are set for 40 s ring timeout, but callee don't ring more than 30 sec and after 40 s caller goes to VM.
So it' seems to be a general problem.
Do you want a packet capture from a call test ?

 

[VasilisV_3CX]

Hi @aws2p,

Humour me. Ensure verbose logging is enabled, make a test call from one extension to another, generate support info and sent it to me in a PM.

 

[AWS2P]

Well , today with a great help of Vasilis, and several call tests and captures , 3CX team found something to investigate.

So I'm Happy we are on a way to fix this , I just hope now it will be soon.

Thanks a lot.