Inbound and outboud calls get cut off..

Discussion in '3CX Phone System - General' started by bertarecchia, Oct 24, 2012.

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  1. bertarecchia

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    Hello.
    Haven't been here in a while ( I tried to contribute a couple of times but we've been super swamped ) I hope you haven't missed me :)

    I've been putting up with the fact that I need to mute my headset when not talking in order to prevent surrounding noises from chopping the caller's voice. I couldn't find a setting to help with that so I've been sucking it up.

    Now, what's making me think about getting a different set-up is that at least once or twice a day phone calls get cut off for no reason. We have a MJ line and a "voip" coming out of the comcast modem. It happens to both lines, inbound and outbound.

    Comcast checked the connection and gave us a new modem
    Used the lines for while without the Gateway and there were no cut-offs.
    Ran the self tests multiple times
    Changed ports
    Not doing any other operation on either PC
    Reinstalled the 3cx software
    No incoming calls arrive when this happens

    Basically we can't see any reason for this problem.

    Suggestions, before I give up on grandstream 4104 and 3cx soft phones?
    If you also have a suggestion on the room sound chopping up the caller's voice it would be much appreciated.

    Thank you as usual!
     
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  2. gschwab

    gschwab New Member

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    Not sure I can help with all of it but as for the callers voice beign chopped have you tried adjusting the mic level?
    Go into Control Panel, Sound, click the recording tab, select the microphone, click properties and then click the levels tab. sounds like the mic is just to "hot" for the ambient noise evel.

    gives me reason to think there is something going on with the gateway.
    As for the rest it would help to know more about your setup, version, service packs, post a 3cx log of the dropped calls.

    Not sure where your located but in my area of S.W. Florida it is pretty common knowledge that Comcast can screw up an anvil with a snowball.....our Verizon Fios has been rock solid.

    Anyway, post the logs and some more details and I'm sure somebody here will be able to help
     
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  3. bertarecchia

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    Hi.
    Yes I tried playing with the mic volume but everytime I do the caller says "I can't hear you!"

    We are in SE Florida and we do use comcast :)

    I'll get the log of the next chopped call and post it.

    Thank you for now!
     
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  4. leejor

    leejor Well-Known Member

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    If you are using the same gateway for both your Magicjack line and the analogue lines coming from your Comcast modem, then it sort of points to the gateway as being the culprit.

    I would check the disconnect settings. There are usually three different ways that a PSTN gateway uses to disconnect a call (besides setting a maximum time limit for calls). CPC, disconnect tone, and silence. CPC (Calling Party Control) works best as it is a short disconnect on the phone line when the called party hangs up and you don't. Not all phone lines supply that, so it is not available for everyone, but best to leave it enabled just in case. the next best one is disconnect tome, but, it has to be set to respond to the frequency sent by your phone company it you leave the receiver off-hook too long once the other party has hung up. It works well if it is set-up correctly. The last, and as far as I'm concerned, the least desirable, is silence detection. Personally, i disable it because it has a tendency to drop calls if the volume is too low. This is what I suspect is happening to you.

    I had noticed that if i called a number and was put on hold, the hold music was not loud enough to keep the call up once the timer reached it's limit. You can try increasing the time-out period, that might help, but you may just try disabling it altogether and see if your dropped calls disappear.
     
  5. bertarecchia

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    OK. Since the calls get dropped a totally different times I figured it MAY not be a timeout but a silence timeout so I tried to change the silence timeout ( see attachment )but at no avail. A call dropped this morning.

    Here's the log for this call.
    At the 10th line from the top you can see when we had to call back.

    Hardware Revision: Main-- 2.0 Rev A Part Number-- 966-00003-20A
    Product Model: GXW4104
    Software Version: Program--1.3.4.10 Loader--1.1.3.4 Boot--1.1.3.2

    Thank you for your help.

    ==============================================================================
    09:48:24.370 [CM505001]: Ext.801: Device info: Device Identified: [Man: 3CX Ltd.;Mod: 3CX IVR;Rev: General] Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [3CX IVR] PBX contact: [sip:801@127.0.0.1:5060]
    09:48:24.369 [CM503002]: Call(114): Alerting sip:801@127.0.0.1:40600;rinstance=a8d340beb3a96450
    09:48:24.220 [CM503025]: Call(114): Calling Ext:Ext.801@[Dev:sip:801@127.0.0.1:40600;rinstance=a8d340beb3a96450]
    09:48:24.176 [CM503004]: Call(114): Route 1: Ext:Ext.801@[Dev:sip:801@127.0.0.1:40600;rinstance=a8d340beb3a96450]
    09:48:24.176 [CM503010]: Making route(s) to <sip:801@192.168.0.100:5060>
    09:48:24.175 [CM505002]: Gateway:[Grandstream_GXW4104] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [Grandstream GXW4104 (HW 2.0, Ch:2) 1.3.4.10] PBX contact: [sip:10001@192.168.0.100:5060]
    09:48:24.173 [CM503001]: Call(114): Incoming call from unknown@(Ln.10001@Grandstream_GXW4104) to <sip:801@192.168.0.100:5060>
    09:48:24.168 [CM503012]: Inbound out-of-office hours rule (unnamed) for 10001 forwards to DN:801
    09:38:27.540 [CM506001]: STUN request to resolve SIP external IP:port mapping is sent to STUN server 199.192.206.228:3478 over Transport 192.168.0.100:5060
    09:35:21.508 [CM503008]: Call(113): Call is terminated
    09:34:53.792 Currently active calls - 1: [113]
    09:34:23.790 Currently active calls - 1: [113]
    09:33:51.788 Currently active calls - 1: [113]
    09:33:19.787 Currently active calls - 1: [113]
    09:32:49.785 Currently active calls - 1: [113]
    09:32:17.783 Currently active calls - 1: [113]
    09:31:45.781 Currently active calls - 1: [113]
    09:31:15.779 Currently active calls - 1: [113]
    09:30:43.778 Currently active calls - 1: [113]
    09:30:11.776 Currently active calls - 1: [113]
    09:29:39.774 Currently active calls - 1: [113]
    09:29:07.772 Currently active calls - 1: [113]
    09:28:35.770 Currently active calls - 1: [113]
    09:28:23.146 [CM503007]: Call(113): Device joined: sip:10000@192.168.0.102:5060;transport=udp
    09:28:23.145 [CM503007]: Call(113): Device joined: sip:102@192.168.0.100:55856;rinstance=65235774ae3d4c8c
    09:28:23.134 [CM505002]: Gateway:[Grandstream_GXW4104] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [Grandstream GXW4104 (HW 2.0, Ch:8) 1.3.4.10] PBX contact: [sip:10000@192.168.0.100:5060]
    09:28:23.134 [CM503002]: Call(113): Alerting sip:10000@192.168.0.102:5060;transport=udp
    09:28:18.875 [CM503025]: Call(113): Calling PSTNline:xxx8536524@(Ln.10000@Grandstream_GXW4104)@[Dev:sip:10000@192.168.0.102:5060;transport=udp]
    09:28:18.828 [CM503004]: Call(113): Route 1: PSTNline:xxx8536524@(Ln.10000@Grandstream_GXW4104)@[Dev:sip:10000@192.168.0.102:5060;transport=udp,Dev:sip:10001@192.168.0.102:5062;transport=udp,Dev:sip:10002@192.168.0.102:5064;transport=udp,Dev:sip:10003@192.168.0.102:5066;transport=udp]
    09:28:18.827 [CM503010]: Making route(s) to <sip:xxx8536524@192.168.0.100:5060>
    09:28:18.826 [CM505001]: Ext.102: Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [3CXPhone 6.0.20943.0] PBX contact: [sip:102@192.168.0.100:5060]
    09:28:18.824 [CM503001]: Call(113): Incoming call from Ext.102 to <sip:xxx8536524@192.168.0.100:5060>
    09:26:30.539 [CM503008]: Call(112): Call is terminated
    09:25:59.761 Currently active calls - 1: [112]
    09:25:40.631 [CM503007]: Call(112): Device joined: sip:801@127.0.0.1:40600;rinstance=a8d340beb3a96450
    09:25:40.630 [CM503007]: Call(112): Device joined: sip:10001@192.168.0.102:5062;transport=udp
    09:25:40.626 [CM505001]: Ext.801: Device info: Device Identified: [Man: 3CX Ltd.;Mod: 3CX IVR;Rev: General] Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [3CX IVR] PBX contact: [sip:801@127.0.0.1:5060]
    09:25:40.626 [CM503002]: Call(112): Alerting sip:801@127.0.0.1:40600;rinstance=a8d340beb3a96450
    09:25:40.477 [CM503025]: Call(112): Calling Ext:Ext.801@[Dev:sip:801@127.0.0.1:40600;rinstance=a8d340beb3a96450]
    09:25:40.433 [CM503004]: Call(112): Route 1: Ext:Ext.801@[Dev:sip:801@127.0.0.1:40600;rinstance=a8d340beb3a96450]
    09:25:40.432 [CM503010]: Making route(s) to <sip:801@192.168.0.100:5060>
    09:25:40.431 [CM505002]: Gateway:[Grandstream_GXW4104] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [Grandstream GXW4104 (HW 2.0, Ch:0) 1.3.4.10] PBX contact: [sip:10001@192.168.0.100:5060]
    09:25:40.430 [CM503001]: Call(112): Incoming call from unknown@(Ln.10001@Grandstream_GXW4104) to <sip:801@192.168.0.100:5060>
    09:25:40.425 [CM503012]: Inbound out-of-office hours rule (unnamed) for 10001 forwards to DN:801
     

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  6. leejor

    leejor Well-Known Member

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    I'm not sure if your provider supports it, or if it will make any difference , but I see some differences with your Current Disconnect (CPC) settings by line.

    If your gateway has a Syslog feature, it would probably provide information about why a call has been dropped, which end has caused it. The Linksys SPS-3102 has a plain English field, that gives the reason for the last PSTN disconnect, that is probably too much to hope for.

    You may want to try disabling all disconnect features (tone), to see if there is a resolution, and then turn them back on if it makes no difference.

    It may very well be that you have a faulty gateway, or there is some data corruption that requires a factory reset, to correct. If you have some time on the weekend, you might consider that. I've seen problems happen because of noisy/faulty power supplies too. Of course, unless you are lucky enough to have a second gateway on hand, it's hard to be able to troubleshoot by substitution.
     
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