Calls stay active

Discussion in '3CX Phone System - General' started by Prometheus DBA, Dec 5, 2017.

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  1. Prometheus DBA

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    Hi,

    What we see is that when a call is picked up (using the 3CX android app) and the call is directly hung up (using the 3CX android app) the call stays active in the PBX, and can only be ended in the PBX. Is this a bug?
     
  2. sip.bg

    sip.bg Active Member

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    Looks more like a NAT issue or some packets being lost, for example 'Bye' packet from application is not reaching the PBX. You may investigate this using Wireshark or similar tools.
     
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  3. leejor

    leejor Well-Known Member

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    How often is that happening?
    Over multiple handsets?
    On the local LAN (Wifi) or using 3/4G?
    Are these outside calls, calls to other extensions, or both?
    What toe of trunks do you use? A "Bye" from the provider should release the trunk, but 3CX may think the extension is still in use.
    Have you had a look through the 3CX Activity Log, for one of these calls?
     
  4. Brian Cross

    Brian Cross New Member

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    Firewall checker pass successfully?
     
  5. Prometheus DBA

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    @sip.bg I indeed suspect something like the 'bye' packet being lost, but the issue here is that I can't reproduce it, but sometimes I do see it happen. The someone is in a 52 minute call with the front door.

    @leejor, it happens 2 or 3 times a day. It always happens with calls answering our front door (our doorbel is a SIP client). All the traffic stays in the LAN network. I did look in the activity log, but there is not much information regarding this error. If I was able to reproduce the error, I would set it in verbose logging mode.

    @Brian Cross, This is no firewall involved in this case.
     
  6. sip.bg

    sip.bg Active Member

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    Try to investigate it with Wireshark. For linux you may install sngrep -- very useful utility (see: https://www.3cx.com/community/threads/sngrep-linux-tool-for-realtime-analysis-of-voip-traffic.50332/ -- for Debian 9 replace 'jessie' with 'stretch' into installation instructions) or capture the traffic with tcpdump.

    Do you have NAT or STUN involved between end-point and the PBX ?
     
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  7. leejor

    leejor Well-Known Member

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    There is the commonality, concentrate on what is different (incorrect?) in the options for that device, and may require "tweaking". From the sounds of it, it may not be dropping the call, in a timely manner. Do a search, on the model door phone, for tothers that may be having the same issue. Perhaps post the make/model, on the forum as others here may have experience with it. The 3CX Activity log should show what happens for the duration of the call...(is there a "BYE" from the door phone at some point?).
     
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