Dropping random inbound calls on On Prem Hosted server.

[dsubia]

We are currently running a self hosted 3cx server. Our only issue so far is that on random inbound calls, when a headset is picked up, the call is dropped. There is no consistency to the issue. Is there possibly a fix to an issue like this?

 

[cobaltit]

There's many possible fixes, but first you have to identify the problem. This is also not a hosted or cloud service issue so this is in the wrong section as well.

Let's start with providing more information about your setup, and particularly the SIP provider, firewall check status, etc:

https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

 

[dsubia]

My mistake on the wrong section.

I do appreciate the link for providing the appropriate information.


Version: Standard Annual 16.0.9
Server OS: Debian
Hosted: Locally Hosted
Provisioning: Local
Trunk Provider: CallCentric
Firewall: Passed on all ports
Custom Phone Templates: None

Most phones in this system are Cisco SPA525G and G2, Fanvil X7, X4U, X4, and Mobile clients on iOS and Android.

 

[ChrisC_3CX]

In addition to the information you've already provided:

• Does this issue only affect external calls or can it happen with internal calls as well?
• When it does happen, is the call always dropped upon answering the call or can the call last longer?
• Does it happen on any of the mentioned 3CX clients? (Cisco IP Phones, android client, etc)
• Does the host happen to be a VM? If yes, on what hypervisor?
• Is there any other information regarding the issue you can provide that might help narrow it down?

 

[nub]

I would start with the 3cx activity log, is the call ending from the headset or the remote caller. it could be very simply and the agents do not realize that they are picking up the call and then hanging up.

 

[dsubia]

Chris,

1. External calls are the only calls that are dropped immediately upon answer. Callers advise that when this drop occurs, all that is heard is a "blank" line. Its described as not being a voicemail or a hang up, just an open line with no audio.

2. It occurs with random calls, i.e. not all of the time and it only occurs on answer. It doesn't occur during an active call.

3. The issue occurs on all devices that are used on the system.

4. It is hosted standalone on a Dell Optiplex. No other application runs on this server, nor is it a virtual machine.

5. The number itself is actually hosted in Line2 and is transferred to CallCentric phone number assigned to 1 of the inbound trunks.


3cxnub,

I'll take a look at the activity log and see if I can find any correlation to the issue.

 

[ChrisC_3CX]

The fact that the users answer and it is just blank may mean that there simply is no audio as you have mentioned. I'd recommend having them check if the IP Phone or 3CX Client still shows the call info while on such calls. If yes, then the call is not dropped, rather it has no audio.

If that is the case, I'd first recommend making sure that all required ports have been forwarded to the 3CX PBX: https://www.3cx.com/docs/ports/
Note: do this despite having the firewall checker pass. The firewall checker does check the majority of ports but not all.

If the issue persists after doing so, you might need to check with the provider and have them check if they are actually receiving and sending audio on both ends.

However, if the call is in fact dropped, then go into Dashboard >> Activity Log >> Settings and enable Verbose Logging. Then, once the issue re-occurs, check the activity log as suggested by @3cxnub , remember to use the "Filter" option on the top to ensure you are viewing the logs for the call in question.