Calls Dropping

[lritpeter]

We have a single user having problems with calls dropping. Where can I check the logs for the single user to determine where the issue might be?

 

[Alphabetic]

Verbose mode > Review bin logs

 

[lritpeter]

Thank you. What should I be looking for in relation to call drops?

 

[Alejandro_3CX]

Hi @iritpeter

Is the issue with only external calls or also between extensions?

What endpoints are you using?

Are there IP Phones? If so what models, firmware version and provisioning method.

What is the firewall checker result?

 

[lritpeter]

So far the complaint has only been with one single user. He states that it's every call he is on. We are using Polycom VVX 450's with firmware 6.4.3.5018 being provisioned using a Windows SBC. We are using UniFi Dream Machine as the firewall.

 

[Alejandro_3CX]

ok, that phone its an EOL device with limitations, I wonder if you remove that device for testing and use only the 3CX App with the extension, do you experience the same issue of calls dropping?

 

[lritpeter]

Well here's the thing. We have 8 other users all using the same phone with the same firmware with no issues. It's just this one user.

 

[Alejandro_3CX]

ok, can you give it a try only using the 3CX apps and check if you have the same issue or not.

 

[lritpeter]

The user does not have a mic for his computer to use the soft phone. I will try and get that tested ASAP. However, in the mean time, what can I be looking for in the logs to see if there are any clues on what the issue might be?

 

[Alejandro_3CX]

n the mean time, what can I be looking for in the logs to see if there are any clues on what the issue might be?

you could perform a packet capture on the sbc by installing wireshark and a capture on the pbx so you can check both captures and check the signalling between the phone and the sbc and also the other party on the pbx.

But as first step, since this is only with one user, try to perform the test using the 3cx apps to confirm if you have the same issue or not.