Calls to one single extension drop immediately

[crisicon]

Hello to all

Here's a bit of a challenge - I do have a plan for diagnosing but would like some opinions nevertheless:

• 3CX Version - Pro Annual 18.0 Update 3
• Server OS - Debian
• Is the 3CX Server Hosted and where? - Vultr VPS
• IP Phone Make/Model/Firmware version - Web Client app
• Provisioning Method: N/A
• Trunk Provider or VoIP Gateway Make/Model, Australia Buroserv
• Has the Firewall Checker passed: Did not run, no need - multiple instances use the same setup with no problems
• Are custom Phone Templates being used: - N/A

Behaviour/Issue:
One single extension experiences (systematically) calls being dropped instantly after pick up.
Happens if the user clicks button with the mouse or hits Enter to pick up.
Not all calls are affected, but most.
Issue does NOT occur if the user picks up using the Jabra headset
No other issues affect the system so far (or have not been reported) with the exception of some user-related minor events.

I add below a portion of the log of an internal call (the full log of the call is attached)

I plan to run some tests for this extension on a different computer and smartphone to see if I can replicate, before removing it altogether and re-creating it.

Any thoughts?

Thanks in advance

06/02/2022 2:09:52 PM - Leg L:2995.6[Extn:117] is terminated: Cause: BYE from local
06/02/2022 2:09:51 PM - L:2995.6[Extn:117] has joined to L:2995.1[Extn:555]
06/02/2022 2:09:51 PM - Leg L:2995.4[Extn:117] is terminated: Cause: 487 Request Terminated/INVITE from 127.0.0.1:5080
06/02/2022 2:09:51 PM - [CM503003]: Call(C:2995): Call to <sip:[email protected]:0> has failed; Cause: 487 Request Terminated/INVITE from 127.0.0.1:5080
06/02/2022 2:09:51 PM - Leg L:2995.2[Extn:117] is terminated: Cause: 487 Request Terminated/INVITE from 127.0.0.1:5483
06/02/2022 2:09:51 PM - [CM503003]: Call(C:2995): Call to <sip:[email protected]:0> has failed; Cause: 487 Request Terminated/INVITE from 127.0.0.1:5483
06/02/2022 2:09:51 PM - L:2995.2[Extn:117] is being terminated, pickup is not possible
06/02/2022 2:09:51 PM - Leg L:2995.5[Extn:117] is terminated: Cause: 487 Request Terminated/INVITE from 127.0.0.1:5063
06/02/2022 2:09:51 PM - [CM503003]: Call(C:2995): Call to <sip:[email protected]:0> has failed; Cause: 487 Request Terminated/INVITE from 127.0.0.1:5063
06/02/2022 2:09:51 PM - Leg L:2995.3[Extn:117] is terminated: Cause: 487 Request Terminated/INVITE from 127.0.0.1:5063
06/02/2022 2:09:51 PM - [CM503003]: Call(C:2995): Call to <sip:[email protected]:0> has failed; Cause: 487 Request Terminated/INVITE from 127.0.0.1:5063
06/02/2022 2:09:51 PM - Replacing Leg L:2995.2[Extn:117]
06/02/2022 2:09:47 PM - [CM503002]: Call(C:2995): Alerting Extn:117 by contact <sip:[email protected]:5060/UDP>
06/02/2022 2:09:47 PM - [CM503002]: Call(C:2995): Alerting Extn:117 by contact <sip:[email protected]:5063/UDP>
06/02/2022 2:09:47 PM - [CM503002]: Call(C:2995): Alerting Extn:117 by contact <sip:[email protected]:5063/UDP>
06/02/2022 2:09:47 PM - [CM503002]: Call(C:2995): Alerting Extn:117 by contact <sip:[email protected]:5483/UDP>
06/02/2022 2:09:47 PM - [CM503025]: Call(C:2995): Calling T:Extn:117@[Dev:sip:[email protected]:5483;rinstance=971b3481aa5a6ab2,Dev:sip:[email protected]:5063;rinstance=aebafc7a66b7a303,Dev:sip:[email protected]:5060,Dev:sip:[email protected]:5063;rinstance=ac1d6d9635864481] for L:2995.1[Extn:555]

 

[JohnS_3CX]

Hi,

This can be explained easily if the user doubleclicks or holds/spams the Enter button (something not possible on the Jabra hence why it always works fine that way).

I was able to replicate it on my PC and generated the same error by using the method above
02/06/2022 11:33:18 - L:77.2[Extn:171] is being terminated, pickup is not possible

You might also want to follow this thread, it could be related: https://www.3cx.com/community/threads/connection-for-pickup-is-not-found.88593/page-4

 

[crisicon]

Thanks John
I checked this, double-click does not reproduce the issue
I also tested using Enter key (even remotely connected to the PC)

I don't think this is 3CX app but rather the PC or OS - doing more testing today and will check that thread and add to it my findings.

 

[JohnS_3CX]

Oh and also notice whether this red indicator stays ON when the problem occurs:


This would indicate that the browser still thinks the Mic is still in use when it shouldn't be, confirming that the condition I replicated has happened.

Normally that should disappear after the call ends and the Mic is no longer in use.

 

[crisicon]

Thanks John

An update: We set a new extension for the user and he stopped having this issue - on all computers used (PC and laptop when working remotely).

I am about to reset the old extension and test again and perhaps even delete and re-create manually if the issues continue.
I'll update again after this is done but I have a feeling this is extension related.

 

[crisicon]

New update:
Having recreated the extension, the problem returned. This eliminates the possibility that the extension configuration was corrupt.
The new extension seems to continue working fine.
We also have a second extension affected and we used the same approach with the same result - the new extension does not experience the issue, despite having identical configuration