Call drops 4 seconds after extension self ID plays

[ldeeder]

I just finished upgrading to V15. When I make a call into the PBX from outside the network, and enter an extension, the extensions Self ID plays for about 3 to 4 seconds, then the call drops.

Any guidance would be great. TIA, Larry

 

[leejor]

Checking the 3CX Activity log would be a good place to start. It will show you what is happening to the call, and hopefully provide clues as to how to correct.

 

[ldeeder]

Thats the first place I checked. Below are the logs of a call I made into the system, pressed extension 199, the call rang for 20 seconds as set in the extension, then dropped. If I set the option to forward call to VM after 20 seconds, to 5 seconds, the call goes to VM fine. Seems to be something about the length of the call.

01/29/2017 10:23:35 AM - Stop call record for leg L:36.1[Extn:199]

01/29/2017 10:23:35 AM - Removing leg L:36.1[Extn:199]
01/29/2017 10:23:35 AM - L:36.1[Extn:199]: Terminating targets, reason: SIP ;cause=487 ;text="Request Terminated"
01/29/2017 10:23:35 AM - Leg L:36.1[Extn:199] is terminated: Cause: CANCEL from 127.0.0.1:5488
01/29/2017 10:23:35 AM - Call(C:36), Extn:199 on entry: DlgInfo(36-2530/Terminated / I)
01/29/2017 10:23:35 AM - Notify dialog-info: Extn:199: sip:[email protected]:5488;rinstance=982ff9a5cd216a65, Call(C:36)
01/29/2017 10:23:35 AM - L:36.1[Extn:199] got Terminated Recv Req CANCEL from 127.0.0.1:5488 tid=cb30e236207f530d Call-ID=hhBgkfkURyKY0nQctVI3pQ..: CANCEL sip:[email protected]:5060;nofwd=1 SIP/2.0 Via: SIP/2.0/UDP 127.0.0.1:5488;branch=z9hG4bK-524287-1---cb30e236207f530d;rport=5488 Max-Forwards: 70 To: <sip:[email protected]:5060;nofwd=1> From: "ARCUS NET LLC "<sip:[email protected]:5060;dialer=1>;tag=386b6f72 Call-ID: hhBgkfkURyKY0nQctVI3pQ.. CSeq: 2 CANCEL Proxy-Authorization: Digest username="199",realm="3CXPhoneSystem",nonce="414d535c0e9ec41300:72137f12b22434fa1ddc26952a86792b",uri="sip:[email protected]:5060;nofwd=1",response="a4dfcfd6fb2d10fa12d38f25393b9deb",algorithm=MD5 User-Agent: 3CX Dialer for Ext.199 Content-Length: 0
01/29/2017 10:23:35 AM - L:36.1[Extn:199] Sending: OnSendResp Send 487/INVITE from 0.0.0.0:0 tid=cb30e236207f530d Call-ID=hhBgkfkURyKY0nQctVI3pQ..: SIP/2.0 487 Request Terminated Via: SIP/2.0/UDP 127.0.0.1:5488;branch=z9hG4bK-524287-1---cb30e236207f530d;rport=5488 To: <sip:[email protected]:5060;nofwd=1>;tag=b90f2116 From: "ARCUS NET LLC "<sip:[email protected]:5060;dialer=1>;tag=386b6f72 Call-ID: hhBgkfkURyKY0nQctVI3pQ.. CSeq: 2 INVITE Content-Length: 0
01/29/2017 10:23:35 AM - Call(C:36), Extn:199 on exit: DlgInfo(36-2530/Terminated / I)
01/29/2017 10:23:35 AM - Call(C:36), Extn:199 on entry: DlgInfo(36-2530/Early / I)
01/29/2017 10:23:35 AM - Notify dialog-info: Extn:199: sip:[email protected]:5488;rinstance=982ff9a5cd216a65, Call(C:36)
01/29/2017 10:23:35 AM - L:36.1[Extn:199] Sending: OnSendResp Send 200/CANCEL from 0.0.0.0:0 tid=cb30e236207f530d Call-ID=hhBgkfkURyKY0nQctVI3pQ..: SIP/2.0 200 OK Via: SIP/2.0/UDP 127.0.0.1:5488;branch=z9hG4bK-524287-1---cb30e236207f530d;rport=5488 Contact: <sip:[email protected]:5060> To: <sip:[email protected]:5060;nofwd=1>;tag=b90f2116 From: "ARCUS NET LLC "<sip:[email protected]:5060;dialer=1>;tag=386b6f72 Call-ID: hhBgkfkURyKY0nQctVI3pQ.. CSeq: 2 CANCEL Content-Length: 0

 

[leejor]

There may very well be another timer involved that is set to terminate the call if not answered. You know it works when set to 5 seconds, but not 20. What about 10, 15, or 19 seconds?

What about an internal call to that extension, does it ring the full 20 seconds? Does this happen with other extensions as well?

 

[ldeeder]

If the users greeting is 20 seconds, I have to set the extension to transfer to VM after 5 seconds, then the call goes to VM. Where should I look for these timers?