Call Drops in 30 minutes - 15.5 version

[jreddy]

This is all over the internet, but have not found a solution yet. I just installed 3CX and it is on the latest version. Calls drop at 30 minutes. My SIP trunk provider confirmed that they send a invite after 30 minutes and the system returns a 602 error and at which point they drop the call. So my questions are:

1. Where in the 3CX system, I can set this up. I have the following already checked - support re-invites and support replaces in the trunk - options settings.
2. where can i check and set the max call duration to be 3 hours?

This is a real issue and need help in resolving this.

 

[leejor]

How long before a re-registration happens (usually set by the provider)?

Who is the provider. as other may have experience with them.

 

[jreddy]

The provider is Thinq. They send re invite every 30 minutes, and they confirmed both times that the pbx sends a 602 error so they drop the call. Have tested and timed it..drops exactly at 30 minutes. Also looked at the admin manual, no explanation of what the inbound/outbound parameters in the trunk setup mean. I am no programmer, but hoped there would be some details on the manual.

 

[eddv123]

A 6xx = Is generally a global error response. The request made in invalid at any server. For example 600 Busy everywhere, 603 Decline.

What I do find odd is the a 602 response is not widely documented:
https://en.wikipedia.org/wiki/List_of_SIP_response_codes
https://www.tutorialspoint.com/session_initiation_protocol/sip_global_failure_responses.htm

 

[YiannisH_3CX]

Hello @jreddy

I have never seen the PBX sent a 602 response before. In fact the PBX does not have that error code in the parameters. Are you certain this is the correct response sent by the PBX?

Also make sure that the options Support Re-Invite and Supports Replaces are NOT enabled on the trunk. (i do not think this is causing the error but it could cause other issues).

The maximum call duration allowed by the PBX by default is 10800 which amounts to 3 hours.

Are you using SIP phones or 3CX clients for calls? How are these provisioned?

 

[jreddy]

Hello @jreddy

I have never seen the PBX sent a 602 response before. In fact the PBX does not have that error code in the parameters. Are you certain this is the correct response sent by the PBX?

Also make sure that the options Support Re-Invite and Supports Replaces are NOT enabled on the trunk. (i do not think this is causing the error but it could cause other issues).

The maximum call duration allowed by the PBX by default is 10800 which amounts to 3 hours.

Are you using SIP phones or 3CX clients for calls? How are these provisioned?

You are correct, it is actually a 603 error and call drops exactly at 30 minutes. I have the reregister at the default setting for the trunk at 600 and will uncheck the re-invite and replaces and test again. Where do I check the max call duration setting to make sure it is 3 hours? Can it be longer than 3 hours?

 

[cobaltit]

Does your system pass the firewall test?

 

[jreddy]

Does your system pass the firewall test?

Yes, It;s not behind a firewall and the client phones are not behind any firewall either.

 

[YiannisH_3CX]

Where do I check the max call duration setting to make sure it is 3 hours? Can it be longer than 3 hours?

You can search for "MAXCALLDURATION" in the PBX parameters to confirm the maximum allowed call duration although this is unlikely to be the cause of the issue. I would recommend setting it to a higher value for security reasons.

If the call is dropping after the provider sends a re-invite then this could happen for a number of reasons. When the call is established the PBX and the provider negotiate a session expires value of both sides support it with the Timer header. This means that the agreed side will send a re-invite or an update at the agreed time. For the call to drop either the wrong side initiated the re-invite or tried a method not supported by the other side and not declared in the initial communication.
Also if all the above is correct the PBX could be forwarding the re-invite to the endpoint and getting a error message from the endpoint which forwards to the provider causing the call to drop.

You will need to capture a call using wireshark to determine which of the above is taking place and causing the call to drop.