International Calls get disconnected after approx 10s

[Wondercomm]

Cross Posted on Reddit.

Every international call that is made lasts for 10-15s after the call gets connected. Is there a 3CX setting that I need to check or is it the SIP provider?

My 3CX instance information:

Host	3CX (NFR - 32SC ENT)
Location	Canada (****.my3cx.ca)
SIP provider	Skyetel
Devices	Webclient and 3CX Android App

Additionally, all internal (ext. to ext.) and domestic calls (US/CAN) are working as expected without issues.

While I already have a ticket open with Skyetel, they have now confirmed that there is a 'BYE' signal that originates from the PBX for disconnecting the call.

Has anyone else experienced this with their 3CX instance hosted on 3CX? I wanted to move all my DIDs to Skyetel, but this has been a nightmare when it comes to international termination. Am I missing something in 3CX? In 3CX Admin console I have the outbound rule for the SIP trunk configured - see attached and country to where I'm calling for testing (India) is also open (or checked) - see attached. Test call made to international number (termination snippet also attached).

 

[leejor]

While I already have a ticket open with Skyetel, they have now confirmed that there is a 'BYE' signal that originates from the PBX for disconnecting the call.

Did you also check the 3CX Activity Log.?(Verbose setting) The log will show what is happening, internally, as well. Did you compare a working call to the Test call log, that shows a failure? Differences?

 

[Wondercomm]

This is a production server. Since we're a small startup, we don't make those many calls outside of the PBX. This type of disconnect only occurs with international calls. Domestic (US & CAN calling) + Internal (ext. to ext.) calling & Video meetings, etc. works as expected.

I'm about to use one of my 4 available tickets with 3CX to resolve this, but I wanted to reserve those for when we do customer installs and run into any issues. Many of our customers make international calls to Europe and Asia. So I want to make sure international calling is working flawlessly before I can start promoting 3CX. I believe there is some settings within 3CX or some configuration that I've overlooked when it comes to international calling. :\ Can't seem to figure this one out yet.

To answer your question:
Surprisingly the Activity log (Dashboard > Activity Log) is not showing anything before July (07-22). Also the logs in July so far (07-01-22 to 07-11-2022) are not detailed at all like last time when I checked. All I see are single line items for each call (leg). I think I know why. Should I set backup log settings to "Verbose" and Keep logs up to 30 days?

 

[leejor]

If 3CX has been provisioned to prevent overseas call to some destinations, then the Activity log will not show that routing to your provider at all, it won't get that far. There may very well be something else at play at the originating end. Have you tried placing calls from multiple devices?

You can leave the logging level set to Verbose, but, depending on the volume of calls, the log may become quite large, if storage space is an issue, as well as the warning about CPU usage..

 

[Wondercomm]

I'm only testing calls to India (+91). Today, I tried 2 calls - one of them immediately disconnected after the call was picked up and the 2nd time the call lasted for well over 20 seconds surprisingly.

Have you tried placing calls from multiple devices?

## Only the web-clinet. I do have a spare VVX 300 lying around that I can provision.

I've set the logging to verbose and log availability is set to 10 days. I'm hosting with 3CX, so I would assume the instance would adjust / resize accordingly, or not?


I'm planning to set up another SIP trunk (voip ms) and use that to route international traffic and see if it works as expected or if I get the same results as Skyetel. If I get the same results, then it's more evident that something is wrong in the way I've configured 3CX.

 

[YiannisH_3CX]

Hello @Wondercomm

Did you get this resolved or still struggling? Did you try to make a call from an IP phone and see if you can replicate the behavior?
You will need to make a packet capture from the PBX side and look at the internal logs to determine why the call is being dropped. Let me know if you need more assistance.

 

[Wondercomm]

Hello @Wondercomm

Did you get this resolved or still struggling? Did you try to make a call from an IP phone and see if you can replicate the behavior?
You will need to make a packet capture from the PBX side and look at the internal logs to determine why the call is being dropped. Let me know if you need more assistance.

Nope, it's still an on going issue. IP Phone - Not yet, I'll configure the IP phone this week. In the packet capture everything seems okay, except all of a sudden there is a BYE signal from the PBX before the call gets disconnected.

Skyetel has not been also to diagnose this.

Here's what I'm going to do:
1. I'll set up a SIP trunk with another provider (voip ms) and test international calling and compare logs.
2. If the behaviour is same, this would most likely mean something is wrong with the way I've set up 3CX and I'll open a 3CX ticket.