Calls to Queue from PSTN analog gateway continues to ring after caller hang up.

[empire4]

Incoming Calls to my 3CX queue from an analog PSTN gateway is continuously ringing if the caller had hanged up the call while on waiting. Customer Calls to the analogue PSTN line is coming to a Patton Analog-SIP gateway. Patton GW is registered with 3CX with incoming destination as the Q number. If the caller disconnects the call while waiting, the call continues to remain in the call and eventually end up an agent answering to an empty call. What is puzzling is that if the incoming destination is changed to an extension or ring group, then the 3CX is perfectly ending the call as soon as the caller hang up. So I believe gateway configuration is correct and it has something to do with the 3CX side. I have this issue at multiple sites, with different gateway makes, tried Patton and Yeastar. Any help would be highly appreciated.

 

[YiannisH_3CX]

Hello @empire4

Since it looks like you can replicate the issue at will i would recommend running a wireshark capture to see what happens at the moment the caller hangs up. You should see a BYE message coming to the PBX and the PBX should respond with a 200 OK.

 

[leejor]

It sounds as if the gateway is not correctly configured to recognise the PSTN caller disconnecting. The disconnect signal may be in the form of a tone, sent from the provider, or a momentary loss of voltage (48 Vdc) on the line. Check the gateways PSTN disconnect options

 

[eddv123]

Hi Empire4,

I have seen this a similar issue a couple of times before (with IVR's) if I recall it was solved by un-ticking Early Disconnect (Release call when local terminal hangs up) in the Patton:

Telephony > SIP > Interfaces > IF_SIP_0 > Configuration

If that does not work, it maybe provider related - 3CX will only disconnect the call if it receives a BYE from the provider.

If you try a direct call to an extension for example, does this work OK ? if so it would remove the Patton gateway from the equation.