CALLS DROP AFTER 30 minutes INTERMITTENT

[michael5]

I have a problem system that intermittently cuts off calls (Incoming) after 30 minutes.

• 3CX hosted in the cloud OVH
• Checked and tested the firewall
• Internet on site BT FTTP
• SIP by BT Wholesale
• 8 sim professional licence
• Version 20

I have looked at the event logs but no errors, but the call log shows the process of the call as follows;

1. Outside caller rings in. e.g. (01282*****) rings ring group 800 (Reception Group)
2. Extension 203 in the ring group answers
3. Extension 203 transfers call
4. Extension 225 answers
5. Extension 225 talks for the remainder of the 30 minutes
6. 800 Reception Group Terminates Call

Frustrated customer!

I have checked the max call duration time and changed to 56000 seconds

Being intermittent i cannot get a PCAP

Running out of ideas fast, anyone experienced similar issues?

 

[kent3]

Are you using SBC and desk phones or STUN deskphones or just apps?

Similar issue on forum:

https://www.3cx.com/community/threads/3cx-hang-up-calls-after-30-minutes.54683/

Could it be the OVH firewall dropping the connection after 30 minutes? Trying to protect you? That wouldnt flag up in a firewall test as its only testing port availability.

 

[michael5]

The Yealink desk phones are connected via SBC, all firmware is up to date.

We have multiple systems configured exactly the same.

 

[kent3]

Im assuming you are not seeing any strange SIP responses in the 3CX logs when this happens so.

Might be worth contacting BT SIP support, you'll need some time/date/number data for a call that hung up, they'll be able to look at the call and see the reason for hangup (SIP response)

 

[Alphabetic]

Is this a new install or has the problem come out the blue? Whats changed? Firewall? is firewall check passing? Have you got supports reinvite enabled on your SIP trunk?

 

[michael5]

Is this a new install or has the problem come out the blue? Whats changed? Firewall? is firewall check passing? Have you got supports reinvite enabled on your SIP trunk?

Hi Alphabetic

This system was installed last December, Firewall test is ok. 3rd party IT company who does the internal IT, assures me that the Draytek router onsite is set as 3CX instructions.

supports reinvite enabled on your SIP trunk? Cant find this setting...V20

 

[michael5]

Im assuming you are not seeing any strange SIP responses in the 3CX logs when this happens so.

Might be worth contacting BT SIP support, you'll need some time/date/number data for a call that hung up, they'll be able to look at the call and see the reason for hangup (SIP response)

Hi

The PCAP shows BYE from the PBX

 

[Alphabetic]

When did you last perform a firewall test?

If you export your provider and review the XML you can check support reinvite.

 

[michael5]

When did you last perform a firewall test?

If you export your provider and review the XML you can check support reinvite.

Firewall test is ok
Not sure if 120 would cause the issue.<TimeBetweenReg>120</TimeBetweenReg>

<RequireRegistrationFor>Nothing</RequireRegistrationFor>
<ArrayOfSourceIdentification>
<SourceIdentification ParamName="ContactUser" ValueName="$LineID"/>
</ArrayOfSourceIdentification>
<SupportReinvite>True</SupportReinvite>
<SupportReplaces>False</SupportReplaces>
<Type>BridgeMaster</Type>
<UseIPInContact>True</UseIPInContact>
<VariableChoices/>
</Gateway>

<VoipProvider>
<IPInRegistrationContact>External</IPInRegistrationContact>
<ProxyHost>sv2.sip.vu</ProxyHost>
<ProxyPort>5060</ProxyPort>
<SIPFieldWithDID Name="ToUserPart"/>
<StunServerPort>5060</StunServerPort>
<TimeBetweenReg>120</TimeBetweenReg>
<Codecs>
<codec RFCName="PCMA"/>
<codec RFCName="PCMU"/>
<codec RFCName="G722"/>
<codec RFCName="G729"/>
<codec RFCName="GSM"/>

 

[Alphabetic]

Are you able to capture the traffic and see if the SIP provider sends a reinvite before the PBX sends BYE?