Exts dropping calls when dialing into conference systems or remote dialers

[cbpr]

Hey everyone,

After some convincing, we ended up being able to upgrade all our PBXs (3 in total) to 15.5 (from v11) and swap to the annual licensing. While it was a long shot, the upgrade did not fix the issue below, but I have a lot more tools at my disposal.

Problem: When a user dials into a "dialer system" (see: Mojo Dailer, RedX) or a Conference System (WebEx, Zoom, etc) they will get anywhere between 6 and 30 minutes of talk time and then it cuts off. The user reports (and I confirmed) that the dialer would drop/disconnect but the phone would show that it was still on a live call. Could not hear anything or say anything.

3CX Version: v15.5
Phones: Cisco SPA514G
VoIP/PTSN: Patton SN4961/4E15V
Provider: Cox PRI
Firewall: SonicWall NSA

Ports/NAT look good as well. (even redid them from the 3CX information provided)

Here is a Wireshark capture while he was dialing into the system. (I've attached the log as well) It caught the whole thing which lasted around 6-7 minutes:

No. Time Source Destination Protocol Length Info
1113 24.918663 192.168.10.164 192.168.10.2 SIP/SDP 998 Request: INVITE sip:[email protected]:5060 |
1114 25.018688 192.168.10.2 192.168.10.164 SIP 525 Status: 407 Proxy Authentication Required |
1115 25.035142 192.168.10.164 192.168.10.2 SIP 461 Request: ACK sip:[email protected]:5060 |
1116 25.053845 192.168.10.164 192.168.10.2 SIP/SDP 1223 Request: INVITE sip:[email protected]:5060 |
1118 25.156851 192.168.10.2 192.168.10.164 SIP 314 Status: 100 Trying |
1134 27.227446 192.168.10.164 192.168.10.2 SIP 619 Request: CANCEL sip:[email protected]:5060 |
1135 27.32847 192.168.10.2 192.168.10.164 SIP 418 Status: 200 OK |
1136 27.328508 192.168.10.2 192.168.10.164 SIP 389 Status: 487 Request Terminated |
1141 27.346621 192.168.10.164 192.168.10.2 SIP 686 Request: ACK sip:[email protected]:5060 |
1269 43.128436 192.168.10.164 192.168.10.2 SIP/SDP 998 Request: INVITE sip:[email protected]:5060 |
1270 43.228472 192.168.10.2 192.168.10.164 SIP 525 Status: 407 Proxy Authentication Required |
1271 43.245847 192.168.10.164 192.168.10.2 SIP 461 Request: ACK sip:[email protected]:5060 |
1272 43.265562 192.168.10.164 192.168.10.2 SIP/SDP 1223 Request: INVITE sip:[email protected]:5060 |
1274 43.368215 192.168.10.2 192.168.10.164 SIP 314 Status: 100 Trying |
1358 48.527092 192.168.10.2 192.168.10.164 SIP 423 Status: 180 Ringing |
1467 50.403798 192.168.10.2 192.168.10.164 SIP/SDP 788 Status: 200 OK |
1490 50.602575 192.168.10.164 192.168.10.2 SIP 686 Request: ACK sip:[email protected]:5060 |
1618 64.395974 192.168.10.164 192.168.10.2 SIP 780 Request: REGISTER sip:192.168.10.2:5060 (1 binding) |
1619 64.495414 192.168.10.2 192.168.10.164 SIP 541 Status: 407 Proxy Authentication Required |
1620 64.536218 192.168.10.164 192.168.10.2 SIP 779 Request: REGISTER sip:192.168.10.2:5060 (1 binding) |
1621 64.636413 192.168.10.2 192.168.10.164 SIP 459 Status: 200 OK (1 binding) |
2342 73.388031 192.168.10.2 192.168.10.164 UDP 46 5060 > 5060 Len=4
4730 103.436676 192.168.10.2 192.168.10.164 UDP 46 5060 > 5060 Len=4
6438 133.524531 192.168.10.2 192.168.10.164 UDP 46 5060 > 5060 Len=4
8197 157.671478 192.168.10.164 192.168.10.2 SIP 780 Request: REGISTER sip:192.168.10.2:5060 (1 binding) |
8202 157.772179 192.168.10.2 192.168.10.164 SIP 541 Status: 407 Proxy Authentication Required |
8204 157.81061 192.168.10.164 192.168.10.2 SIP 780 Request: REGISTER sip:192.168.10.2:5060 (1 binding) |
8211 157.911176 192.168.10.2 192.168.10.164 SIP 460 Status: 200 OK (1 binding) |
8548 163.591673 192.168.10.2 192.168.10.164 UDP 46 5060 > 5060 Len=4
9851 194.012503 192.168.10.2 192.168.10.164 UDP 46 5060 > 5060 Len=4
11447 224.014311 192.168.10.2 192.168.10.164 UDP 46 5060 > 5060 Len=4
12734 250.937616 192.168.10.164 192.168.10.2 SIP 780 Request: REGISTER sip:192.168.10.2:5060 (1 binding) |
12736 251.037173 192.168.10.2 192.168.10.164 SIP 541 Status: 407 Proxy Authentication Required |
12738 251.075883 192.168.10.164 192.168.10.2 SIP 780 Request: REGISTER sip:192.168.10.2:5060 (1 binding) |
12749 251.195179 192.168.10.2 192.168.10.164 SIP 460 Status: 200 OK (1 binding) |
12876 254.099405 192.168.10.2 192.168.10.164 UDP 46 5060 > 5060 Len=4
15678 284.295624 192.168.10.2 192.168.10.164 UDP 46 5060 > 5060 Len=4
18701 314.424443 192.168.10.2 192.168.10.164 UDP 46 5060 > 5060 Len=4
20448 344.220926 192.168.10.164 192.168.10.2 SIP 779 Request: REGISTER sip:192.168.10.2:5060 (1 binding) |
20455 344.323737 192.168.10.2 192.168.10.164 SIP 540 Status: 407 Proxy Authentication Required |
20458 344.360896 192.168.10.164 192.168.10.2 SIP 780 Request: REGISTER sip:192.168.10.2:5060 (1 binding) |
20465 344.428133 192.168.10.2 192.168.10.164 UDP 46 5060 > 5060 Len=4
20466 344.428203 192.168.10.2 192.168.10.164 SIP 460 Status: 200 OK (1 binding) |
22555 374.567384 192.168.10.2 192.168.10.164 UDP 46 5060 > 5060 Len=4
24239 404.603392 192.168.10.2 192.168.10.164 UDP 46 5060 > 5060 Len=4
26077 434.723518 192.168.10.2 192.168.10.164 UDP 46 5060 > 5060 Len=4
26232 437.454622 192.168.10.164 192.168.10.2 SIP 780 Request: REGISTER sip:192.168.10.2:5060 (1 binding) |
26234 437.554678 192.168.10.2 192.168.10.164 SIP 541 Status: 407 Proxy Authentication Required |
26235 437.595555 192.168.10.164 192.168.10.2 SIP 780 Request: REGISTER sip:192.168.10.2:5060 (1 binding) |
26239 437.6967 192.168.10.2 192.168.10.164 SIP 460 Status: 200 OK (1 binding) |
27720 464.784437 192.168.10.2 192.168.10.164 UDP 46 5060 > 5060 Len=4
29336 494.81921 192.168.10.2 192.168.10.164 UDP 46 5060 > 5060 Len=4
31734 524.888869 192.168.10.2 192.168.10.164 UDP 46 5060 > 5060 Len=4
32070 530.728872 192.168.10.164 192.168.10.2 SIP 780 Request: REGISTER sip:192.168.10.2:5060 (1 binding) |
32072 530.829686 192.168.10.2 192.168.10.164 SIP 541 Status: 407 Proxy Authentication Required |
32073 530.868444 192.168.10.164 192.168.10.2 SIP 780 Request: REGISTER sip:192.168.10.2:5060 (1 binding) |
32074 530.968649 192.168.10.2 192.168.10.164 SIP 460 Status: 200 OK (1 binding) |
33254 554.902977 192.168.10.2 192.168.10.164 UDP 46 5060 > 5060 Len=4
34849 584.974426 192.168.10.2 192.168.10.164 UDP 46 5060 > 5060 Len=4
34961 590.252314 192.168.10.2 192.168.10.164 SIP/SDP 902 Request: INVITE sip:[email protected]:5060, in-dialog |
34964 590.286946 192.168.10.164 192.168.10.2 SIP 496 Status: 488 Not Acceptable Here |
34965 590.287239 192.168.10.2 192.168.10.164 SIP 392 Request: ACK sip:[email protected]:5060 |
34975 590.33489 192.168.10.2 192.168.10.164 SIP 565 Request: BYE sip:[email protected]:5060 |
34983 590.351029 192.168.10.164 192.168.10.2 SIP 371 Status: 200 OK |
36791 623.990231 192.168.10.164 192.168.10.2 SIP 780 Request: REGISTER sip:192.168.10.2:5060 (1 binding) |
36803 624.091464 192.168.10.2 192.168.10.164 SIP 541 Status: 407 Proxy Authentication Required |
36806 624.151389 192.168.10.164 192.168.10.2 SIP 780 Request: REGISTER sip:192.168.10.2:5060 (1 binding) |
36808 624.252517 192.168.10.2 192.168.10.164 SIP 460 Status: 200 OK (1 binding) |
39235 717.274677 192.168.10.164 192.168.10.2 SIP 780 Request: REGISTER sip:192.168.10.2:5060 (1 binding) |
39238 717.375796 192.168.10.2 192.168.10.164 SIP 541 Status: 407 Proxy Authentication Required |
39239 717.405577 192.168.10.164 192.168.10.2 SIP 780 Request: REGISTER sip:192.168.10.2:5060 (1 binding) |
39240 717.506428 192.168.10.2 192.168.10.164 SIP 460 Status: 200 OK (1 binding) |

 

[YiannisH_3CX]

Hello @cbpr

Unfortunately the provided wireshark communication does not provide any clues about the issue as it is in text file and the SIP messages are not expandable.
I would recommend creating a ticket with our support department regarding this issue and provide them with the full capture so they can look into it and determine what is causing the issue.