Call not disconnecting

[Yellow_Flash]

Hi,

We are using 3cx 15.5 SP6, and 3cx leacy App.

When I make an internal call and in the middle of the call, I disconnect the internet in one of the devices, the call doesn't get disconnected.
In the server, it still shows as the call is active.
The call gets disconnected only when I drop the call from the other extension.

For example,
A calls B are in a call.
B loses internet connectivity, and the extension unregisters.
But when I check active calls in the server, it still shows that A and B are connected.
Even when I check A, it shows as connected to B.
The call gets dropped only when A disconnects it.

Is this normal behaviour?
Thank you

 

[JohnS_3CX]

Hi @TechieGuy

Firstly we would recommend to move to V16 as soon as possible, since V15.5SP6 has reached end of life and will no longer be updated or receive fixes..

So, when the registration expires from a device in call, the call may still continue until it reaches the maximum call duration even with a dead extension (no BYE was received). This is not always the case though, as some models support timers and the call will end as soon as they fail to send a timer update or re-invite. Same goes for providers, if they support timers and the PBX realizes the provider has not updated the time, the call ends other wise it will stay alive until maximum call duration limit has been reached.

 

[leejor]

B loses internet connectivity, and the extension unregisters.

The problem is that B isn't actually "unregistering" as the connection has been severed.

 

[Yellow_Flash]

Hi @TechieGuy

Firstly we would recommend to move to V16 as soon as possible, since V15.5SP6 has reached end of life and will no longer be updated or receive fixes..

So, when the registration expires from a device in call, the call may still continue until it reaches the maximum call duration even with a dead extension. This is not always the case though, as some models support timers and the call will end as soon as they fail to send a timer update or re-invite. Same goes for providers, if they support timers and the PBX realizes the provider has not updated the time, the call ends other wise it will stay alive until maximum call duration limit has been reached.

Yes, we are planning to upgrade to v16. One of the instances has already been upgraded to 16.

Regarding the issues,we are making calls from 3cx windows App, so i believe it supports timers?
So all I have to check is whether the provider supports timers?

 

[Yellow_Flash]

The problem is that B isn't actually "unregistering" as the connection has been severed.

but in the 3cx console, the extension shows up as unregistered.

But I understand what you are saying, so my question is, is this normal behaviour or is there something that can be done?
Because when the extension registers back( or when they get connected to internet) and calls a different extension, it shows as a separate call even when the first call(before extension lost connection) is still active.

 

[JohnS_3CX]

That's because the first extension did not send a BYE message, so SIP-wise the call is still valid.


As for the the provider, they are only involved when we are talking about external calls. It's fairly easy to know if they support timers, they appear in a capture when you make an external call, and you can also see if they honor the timer by making an external call to say your mobile phone, and then disconnecting the PBX LAN. The provider should drop the call when the timer expires and the PBX does not update the timer. This is just an additional measure in case one side does not send a BYE to end the call.