Mute calls in External calls

Discussion in '3CX Phone System - General' started by aslam, May 25, 2016.

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  1. aslam

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    We have 8 port Grand Stream gateway and 3 ports are configured for one number and other ports are configured for different numbers. We are facing call mute issue, especially on those three lines that use same number and at times it is noticed that external calls are not getting terminated from the gateway properly and we need to do restart of the gateway to make the line free. All this happens some times only and most of the time it works fine. Could you please suggest a solution
     
  2. leejor

    leejor Well-Known Member

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    As GS is not supported by 3CX any longer, you may have to go directly to GS for a solution.

    I might suggest you list the model number, as someone on the forum may also be using the same model.

    Check the 3CX server log right after one of the calls (I'm not clear on your definition of "mute", do you mean NO audio, or audio only one direction, if so which way?)

    What does this mean, it's rather vague. Check the 3CX log for errors,and possible clues to a solution.

    Since 3 lines, on the gateway are having an issue (but not the others, i assume), it may be a port issue (ports not correctly defined at one end or the other). Perhaps, even a Codec issue (although less likely). It may simply be a setting in common to the trunk group on the gateway.

    The 3CX logs should help in identifying what is happening to the calls
     
  3. aslam

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    Grand Stream is not supported by 3CX? I did not any docs for the same but I see it is not listed any of the tested device doc in 3CX website.

    Product model is GXW4108.

    By Mute, I mean there is no audio from both side, We face this from dialing or in between the call. The surprise thing is if we disconnect and call again it works fine and not happens all the time.

    Here is the sample log of one mute call

    "26-May-2016 08:36:48.529 Leg L:5144.1[Extn] is terminated: Cause: BYE from 192.168.2.46:5060
    26-May-2016 08:36:40.590 [CM503007]: Call(C:5144): Extn:141 has joined, contact <sip:141@192.168.2.46:5060>
    26-May-2016 08:36:40.543 L:5144.2[Line:10012>>0555555555] has joined to L:5144.1[Extn]
    26-May-2016 08:36:28.674 [CM503025]: Call(C:5144): Calling T:Line:10012>>0555555555@[Dev:sip:10012@192.168.1.253:5068;transport=udp;user=phone,Dev:sip:10011@192.168.1.253:5066;transport=udp;user=phone,Dev:sip:10013@192.168.1.253:5070;transport=udp;user=phone] for L:5144.1[Extn]
    26-May-2016 08:36:28.625 [CM503027]: Call(C:5144): From: Extn:141 ("User" <sip:141@192.168.1.100:5060>) to T:Line:10012>>0555555555@[Dev:sip:10012@192.168.1.253:5068;transport=udp;user=phone,Dev:sip:10011@192.168.1.253:5066;transport=udp;user=phone,Dev:sip:10013@192.168.1.253:5070;transport=udp;user=phone]
    26-May-2016 08:36:28.625 [CM503004]: Call(C:5144): Route 1: from L:5144.1[Extn] to T:Line:10012>>0555555555@[Dev:sip:10012@192.168.1.253:5068;transport=udp;user=phone,Dev:sip:10011@192.168.1.253:5066;transport=udp;user=phone,Dev:sip:10013@192.168.1.253:5070;transport=udp;user=phone]
    26-May-2016 08:36:28.625 Call(C:5144): Call from Extn:141 to 0555555555 matches outbound rule 'Binoy via 1111111 '
    26-May-2016 08:36:28.624 [CM503001]: Call(C:5144): Incoming call from Extn:141 to <sip:0555555555@192.168.1.100:5060>
    "

    Even though there is no active calls I can see that the lines are busy in Grand Stream gateway interface and I need to restart the gateway to disconnect those lines.
     
  4. leejor

    leejor Well-Known Member

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    I'm wondering if the locked-up lines has anything to do with how disconnect is set-up on the gateway. Depending on the options chosen, the previous call may still be holding the outside line. From what I have read, GS provides 3CX templates for their devices, if you have used one of these to provision the gateway, I would go directly to GS for assistance.
    You might want to make use of the Verbose setting in the 3Cx logs. it provides a lot more information about the call progression and may show if there is a codec, or other issue.

    No audio is generally the inability of the voice packets to reach the proper destination (might be a network device or setting), or incompatible Codecs.

    I'm not suer if the GS gateway has the ability to work with a syslog server, but if it does, that would provide information on what is happening inside that gateway.

    This log shows trunk 10012 joining with the extension. have you checked to see if all of the other calls are connected to the same trunk, or are others involved. If they all end up on 10012. that specific trunk might have an issue
     
  5. aslam

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    If there is any issue with that specific Trunk 10012, is there any way check it confirm?
     
  6. aslam

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    anyone tell me what is this below error indicate. There was no audio from dialing and when I check the log the below error shows

    Call or Registration to 055555555@(Ln.10012@066666666) has failed. [ V4 0.0.0.0:0 UNKNOWN_TRANSPORT target domain=unspecified mFlowKey=0 ] replied: 408 Request Timeout; internal
     
  7. leejor

    leejor Well-Known Member

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    I would review the 3CX logs after some failed calls to see if 10012 is the "culprit" every time. You may be able to force the gateway to bypass that trunk (line) by unplugging that phone line from the gateway. If the settings are correct, it should see the loss of line voltage and attempt to place calls on other lines. If those work, then you know that there is a setting, or even a physical problem, with that one trunk/line.

    I'm not familiar with the GS gateway settings and 3CX isn't supporting them. So...if no one else, on the forum, is able to provide assistance, you may have to go directly to GS with the issue.
     
  8. aslam

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    I noticed that the most of the issued calls connecting 10012. But I am confused how do I identify the physical line of this call.

    In the Gateway device

    Port 4,5,6 are configured with 10011, 10012, 10013 respectively

    When I did a live monitoring of the call in Gateway, I see this call is connected to port 6. As per the configuration, port 6 is configured with SIP 10013, So I am confused how this call works.

    Could you please help me to analyse the call.
     
  9. leejor

    leejor Well-Known Member

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    As I said, I'm not familiar with the particular gateway. Someone else that uses it may (hopefully), come forward. Other than that I would approach GS for assistance, I believe that they are now supplying the templates. There may be an internal log that they are able to access, or have you access, that will tell what is happening internally.

    Other than trying to isolate the issue to one trunk(perhaps), then disabling that trunk by disconnecting the phone line from the gateway, to see if that stops the problem for the time being, I'm afraid that I really can't offer any other suggestions.

    I'm assuming that you have done a complete reset, then another configuration download, and that the gateway firmware is up to date.
     
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