External lines continue to ring after call terminated

[etl]

Hi, I've tried searching the forums to find a solution to this problem with no success...

We're currently testing the 3CX phone system (ver 7.1.7139.0) with VoIP-Unlimited as the SIP provider.
Most things seem to be working well - internal and external calls, call quality (etc), however we have one annoying problem:

If an external line is rung and the call is terminated without the other person picking up, the external phone (landline or mobile) will continue to ring for 5 - 10 seconds (sometimes more) and often results in silent voicemail messages. The problem seems slightly worse when calling landlines but this could just be coincidence.
[EDIT] This problem is intermittent, but can be seen approx 80% of the time [/EDIT]

It doesn't make a difference whether or not the outbound call is made from the 3CX VoIP phone, or a Snom 300 handset (firmware version 7).
I have also tried using different routers (a Netgear and a Cisco/Linksys RV082) and this doesn't make a difference.

I assume the problem will be due to the external line not receiving a disconnect signal when the call is terminated but this is only an educated guess.

One final thing to mention is that we have a fixed external IP but our internet connection is going though someone else's kit as we are in shared office space. This shouldn't be an issue as I don't believe they are doing anything to our connection, and the 3CX firewall checks all come back ok but I just thought I'd mention it. I will be able to check this over the next couple of days as our client has their own dedicated connection but just thought I'd post this query in case someone has seen this problem before and it's an easy fix.

Thanks in advance, John

 

[hanllenicolas]

hi etl.
please check your call progress tones...for your country..

please, click here----- http://www.3amsystems.com/wireline/tone-search.htm

optional the DTMF..what's yor gateway?

Adeus.

 

[leejor]

Were you using a device with this VoIP provider in the past? If so, did calls terminate immediately when you humg up? In the 3CX system log , do you see a message sent to the VoIP provider to terminate the call as soon as your extension hangs up? If so, then it is your VoIP provider that is keeping the call up for those few extra seconds.

As a test, if you have an ATA or VoIP phone, try setting it up to register directly with your VoIP provider and try a test call to see if it drops immediately when you hang up.

 

[etl]

hi etl.
please check your call progress tones...for your country..

please, click here----- http://www.3amsystems.com/wireline/tone-search.htm

optional the DTMF..what's yor gateway?

Adeus.

Hi hanllenicolas, I don't know how to check the call progress tones as I can't see anything relating to them in the 3CX log (verbose turned on):

15:55:56.219 [CM503008]: Call(29): Call is terminated

15:55:54.422 [CM505003]: Provider:[VOIP Unlimited] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [] Transport: [sip:192.168.1.4:5060]

15:55:54.422 [CM503002]: Call(29): Alerting sip:[email protected]:5060

15:55:53.422 [CM503024]: Call(29): Calling VoIPline:01888399417@(Ln.10000@VOIP Unlimited)@[Dev:sip:[email protected]:5060]

15:55:53.407 [CM503004]: Call(29): Route 1: VoIPline:01888399417@(Ln.10000@VOIP Unlimited)@[Dev:sip:[email protected]:5060]

15:55:53.391 [CM503010]: Making route(s) to <sip:[email protected];user=phone>

15:55:53.391 [CM505001]: Ext.100: Device info: Device Identified: [Man: Snom;Mod: 3xx series;Rev: General] Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [snom300/7.3.14] Transport: [sip:192.168.1.4:5060]

I'm not using a gateway.

 

[etl]

Were you using a device with this VoIP provider in the past? If so, did calls terminate immediately when you humg up? In the 3CX system log , do you see a message sent to the VoIP provider to terminate the call as soon as your extension hangs up? If so, then it is your VoIP provider that is keeping the call up for those few extra seconds.

As a test, if you have an ATA or VoIP phone, try setting it up to register directly with your VoIP provider and try a test call to see if it drops immediately when you hang up.

Hi leejor, I have only just started using 3CX so haven't used a VoIP provider previously. I have shown the 3CX log for an outbound call in the post above this.
Good advice about registering the phone directly with the provider although for the last few hours everything has been working fine so it's possible there could have been an intermittent problem with my provider.

Fingers crossed this problem has therefore now resolved itself!

Thanks for the advice.

 

[leejor]

It could have been a temporary congestion/overload problem with your VoIP provider. If it happens again, and you really want to dig into it before going after them...you could use a program like Wire Shark and look at the messaging on the network just as you end a call. Make note of how long the call stays up/rings after you see the disconnect actually sent on the net to your provider.