calls "not" disconnecting for 2 hours

[Netvöktun ehf]

Hi,

A client called me up today asking me why 2 phones are yellow in the 3cx windows app.
I told her "This is because someone is using the phone"
she replied "nobody is using the phone now"

hmm.... strange,

I logged in to the management portal and saw that there were 2 calls in progress and have been for 2 hours...
I disconnected the calls and everything is good.

But how can i prevent this ?

Nobody was using the phones but the calls were in progress for a long period of time.
In my country we charge per minute in sip calls. so this could get very expensive for my clients.

Is there an option somewhere "disconnect calls after 10 minutes of inactive time" or some solution for this problem ?

i'm looking at the logs and I don't see anything out of the ordinary.
here is an export from the logs:

Call logs:

07/09/2019 1:49:36 PM	5555555:Inbound call (5555555)	Cordless setrid (219)	01:43:03
07/09/2019 1:47:00 PM	Advisor felag (104)	5909900	01:45:38

I don't see anything about these 2 calls in the activity logs or event logs.

thanks

 

[cobaltit]

This can be a trunk issue, a firewall issue, or an endpoint issue. Can you confirm your 3CX version, if the firewall checker passes, and if you are using supported IP phones with 3CX templates/firmware?

 

[Netvöktun ehf]

SIP trunk is Generic, although it is one of the biggest SIP trunk providers in my country... So yeah, might be that because it is generic.
The 3cx version is the latest version.
No issues on the firewall.
and the voip phones for this issue is:
SIP-W60P (latest firmware)
and
Yealink T40g (latest firmware)

 

[FS_Mathieu]

I had that issue once on a french preferred trunk, the customer just rebooted himself the 3CX Server on premise because they had only 2 SC and hidden call was totally blocking them.
Sooo I didn't see what happened but maybe a 3CX flaw ?

Mathieu

 

[AWS2P]

Have already got similar problem with calls staying stuck randomly.
Do you know details on the stuck call?

Was it a call initiated from a 3cx client (android or IOS ?) Wifi connected for example?

in one of my case it was a call drop from a lost wifi connection, pbx never received SIP code to hang up because no ends send it (cause was connection lost) , and my sip provider suspect something abnormal after two hours in call .

 

[YiannisH_3CX]

Stuck calls can occur for a number of reasons, usually because a party involved in the call does not receive a BYE message so the PBX does not know that the call was terminated. Unfortunately since the call is still active it cannot be considered as inactive.
There are ways to prevent this or at least limit this as much as possible. The first is to reduce the max call duration of the PBX. The default value is 3 hours so you can limit this further. This will affect all calls however so proceed with caution. You can change this value from the custom parameters by searching for the "MAXCALLDURATION" and adjusting the value.
The second way which is the best is to use a provider that supports "Timer" and the Session Expires header. This will ensure that the conversation between the PBX and the provider must be refreshed at regular intervals (the most common is 15 minutes). So if one of the 2 sides has terminated the call the session will not be refreshed and the call will drop.

 

[AWS2P]

Hi @YiannisH_3CX

The second way which is the best is to use a provider that supports "Timer" and the Session Expires header. This will ensure that the conversation between the PBX and the provider must be refreshed at regular intervals (the most common is 15 minutes). So if one of the 2 sides has terminated the call the session will not be refreshed and the call will drop.

My provider (OpenIp) answer me they support this behavior , they send reinvite each 15 minutes to check if call is always alive , but i've already seen stuck calls more than 2 hours on 3cx side.

On trunk options does supports Re-invite need to be ticked to prevent stuck calls?