Call dropping after IVR

[infotech6]

We have started getting an issue when a particular IVR option 6 goes through to the extension and is then dropped as soon as it is answered
Doesn't seem to happen on any of the other options and not every time

The log looks like this

23/09/2019 11:11:17 01------- IVR (811) answered 00:00:00 00:00:33 IVR (811) replaced by A- (203)
01------- RG Finance & Accounts (807) answered 00:00:05 00:00:00 Connected
01------- A- (203) answered 00:00:00 00:00:00 00:00:38 0.00 Terminated by A- (203)

I cannot fathom out why this is happening

Has anyone any ideas?

System Details as Follows:-

Product Professional Perpetual
ServerOS Debian 9 (4.9.65)
Version Number 16.0.676
Hosted No
Phones Yealink T23G

 

[Tommie Pit]

Would you be able to add a sipflow of this call coming in? 3CX side ofcourse, but the one on the endpoints end is also useful.

Topology? PBX cloud / on premise / use of SBC?

 

[infotech6]

PBX is on premise
There is a SBC but not at this site
I will see if I can get the sipflow from the 3cx side

 

[Tommie Pit]

If the phoneset and the PBX are in the same voice vlan, I think you'd have to focus on the trunking on this. Thus a sip flow from PBX will be worth something.

a) Is the sip trunk certified?
b) Are the phones on supported firmware?
c) Does the pbx pass all firewall checks?

Quick and dirty... For this answering phone set, toggle PBX delivers audio... Just a hunch...

 

[infotech6]

Sorry if i'm being thick here (Highly likely) but how do I get a Sip Flow?
I can get 3CXCallFlow.log downloaded from the console or run a Capture on the activity log easily enough, but is that what you need?

In answer to your other questions :-
a) I dont know (It is provided by Gamma if that helps)
b) Yes
c) Yes

 

[JohnS_3CX]

Just out of curiosity, has 203 set the phone device to DND?

Can they receive calls on that phone device if you ring their extension?

 

[AWS2P]

Just out of curiosity, has 203 set the phone device to DND?

I got this last week a customer has his phone in DND and they claim about phone was not ringing so they can't answer to their customers, just pressed dnd button and every thing became ZEN

 

[JohnS_3CX]

unless they make the mistake of using *61 and setting only the device to DND while the extension is still available...

 

[infotech6]

I will certainly check, but it is unlikely to be DND. 203 is in a ring group and it will go to a failover group if it was on DND
The user on 203 answers and then it cuts out
Unfortunately this is not a consistent iisue so I need to test and capture until I get it to fail again

 

[craigreilly]

Sorry if i'm being thick here (Highly likely) but how do I get a Sip Flow?
I can get 3CXCallFlow.log downloaded from the console or run a Capture on the activity log easily enough, but is that what you need?

In answer to your other questions :-
a) I dont know (It is provided by Gamma if that helps)
b) Yes
c) Yes

Dashboard - Activity Log - Capture

Then repeat the steps to replicate the issue.

Then stop the capture and download it.

 

[Tommie Pit]

Did you get the sip flow? As per Craig's instructions?

 

[infotech6]

I have been off for a while but managed to recreate the issue this morning
Generated a pcap file but it is too large to upload -even zipped
I have opened it in wireshark and have found the following entries for the phones IP (.73) when I called in

I have pasted the text for the 4 captured frames highlighted (Had to do 2 messages as 10k char limit!)
If there is an easier way to get you this information then please let me know

 

[Tommie Pit]

In the same wireshark, go to telephony / voip calls / flow.

Paste it here... But from what I see above, dest. unreachable / port unreachable seems not like a dropped call, but a normally terminated one. License / other logical brick wall. I do not think the pbx is malfunctioning at least.

 

[JohnS_3CX]

@infotech6 Please do not post sensitive information on the forum for your own safety. You have to blank out the parts that are sensitive or replace them with dummy info. Please see the guidelines here, and also include more information about what device this is, what firmware it uses, what PBX version you have, how the device is provisioned, whether or not you are using custom templates:
https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/