Solved Patton SN4118 No Audio From IVR After 3cx v15.5 Upgrade

[[email protected]]

This will take a little bit to explain. We upgraded 3cx from v14 to v15.5 in October. We just found out last week Friday that a door buzzer that connects to a Patton SN4118/JS/EUI is no longer working correctly.

The Outline of how this works.
1. User pushes button on a speaker at a dock door
2. Button is directly connected to a Patton over phone wire. The Patton assigns an extension and Dials an IVR
3. The IVR Plays the message (we're not hearing it though, can hear it on anything but the Patton). After 10 seconds it forwards to a ring group
4. Ring group connects to a SNOM that pages over a speaker in the warehouse to let someone know there's a person at the door. This message doesn't play either but the problem appears to be that the custom message was lost during the upgrade. We're treating this as a separate issue at this time.

I went through basic troubleshooting procedure. I made sure the extensions were connected, used the call log and 3cx log utility to try and trace the call and can verify that it's hitting the 3cx server. I can see that the button dials and gets the IVR. It plays a 6 second message, then waits 10 seconds before paging the warehouse speaker. Total play time of each call is about 16 seconds as expected before the warehouse speaker SNOM hangs up.

When I look at the call log this is what I see coming from the Patton:
12/31/2018 9:04:33 AM
West Dock Ramp (8805)
IVR (2085)
answered
00:00:00
00:00:16
Transfer of West Dock Ramp (8805) failed

My issue is that I can not define why the Patton is giving dead silence when the IVR should play. If I dial the IVR extension from any other phone it plays fine. It just won't work through the Patton. We did not configure the Patton through a 3cx template it was manually configured before I took this job. I've also tried setting the extension option for "PBX Delivers Audio" on every extension that's part of this setup and I can't get audio.

I've seen a few mentions of restarting the 3cx media server to get this working. I have not yet tried that as the problem is tied to 1 specific setup using a Patton and this is the only setup we have like this at any of our warehouses.

 

[benf]

Just tossing this out, but the latest version of 3cx requires more RTP ports now, did you update your firewall config (if you need to?) since the latest update? It took me a few days to track that down as its intermittent

 

[[email protected]]

The 3cx server has the firewall turned off. This Patton and server are on the same local network so I don't believe it will be related to remote extensions. This Patton is configured in 3cx with a regular extension. The extension is configured on the Patton interface. Our remote Pattons are configured under the SIP trunk section but in this case everything is on the corporate network.

 

[eddv123]

The doorphone in this example is simply an analogue endpoint I would imagine, you can confirm the connection from the Patton part to 3CX with the below commands in CLI of the Patton:

enable
show running‐config
debug call‐router
debug call‐control
debug fxs
debug ccfxs
debug context sip‐gateway signaling detail 5
debug context sip‐gateway transport detail 5
debug context sip‐gateway error

Also confirm your firmware version on the Patton (latest is 6.11) - this can be found:
https://www.patton.com/support/upgrades/

 

[leejor]

Since the door phone is using one port of a multi-port FXS gateway...perhaps that one port is not working. Do the other ports have a "no audio" issue? If you move the door phone to a different port (with, or without moving the extension number), does it then work?

 

[eddv123]

We did not configure the Patton through a 3cx template it was manually configured before I took this job.

Additionally - this would of most likely been done via Patton support. I would suggest and recommend keeping a current copy of the template.

It may (after backing up) be worth trying a auto-configuration from 3CX on its current version with updated template and gateway firmware (see my last post). I must repeat before doing this however backup the current config.

Failing that contact Patton support, they are normally very helpful with this sort of thing.

 

[[email protected]]

I upgraded to 6.11 this morning during testing. The version that shows on the Patton is: R6.11 2018-11-01 H323 SIP FXS FXO

I'm including a copy of the running config and a copy of the debug output. I'm still new to Patton's and 3CX but I didn't notice anything that stood out for me.

When I look at the call log this is what I see coming from the Patton:
12/31/2018 9:04:33 AM
West Dock Ramp (8805)
IVR (2085)
answered
00:00:00
00:00:16
Transfer of West Dock Ramp (8805) failed

Above is a copy of the output from the call log. Extension 8805 picks up and connects to the IVR at 2085. The IVR runs for 16 seconds. 6 seconds for the message and 10 seconds to wait before transferring to the warehouse SNOM for the speaker. When I test the IVR from a normal phone it plays as expected. When we dial it through the Patton it give silence before routing as expected. Note that when I test from the Patton I can test using a handset plugged directly into the port.

I should mention that the speakers in the ceiling are actually ringing after the IVR fails to play so we know that the steps necessary to play the IVR and notify the warehouse employees are working. We're treating the warehouse speakers as a separate issue because it looks like the IVR that plays on the speakers has been lost and we need to recreate it.

 

[leejor]

When we dial it through the Patton it give silence before routing as expected. Note that when I test from the Patton I can test using a handset plugged directly into the port.

And what about other ports on the Patton? Do they experience the same issue? In other words, is this an issue affecting the entire gateway, or just one port?

 

[[email protected]]

It's just the lines for the ringers that aren't playing the IVR. We have 3 ringers and 1 motion sensor that connect to that Patton and all ringers play the same message and experience the same problem. I'm focusing on the primary ringer that gets the most use. They are all configured the same way and run through the same Patton so I expect once I find the source I'll fix them all at once.

If you look at the config you'll notice 4 fax lines on that Patton as well. The fax lines work and have not had any issues since the upgrade. There routing is handled differently since our incoming lines are a PRI and not SIP.

 

[eddv123]

Below is your interface in the config file of the Patton, to confirm what physical port are you plugged into?

interface fxs IF_FXS_04
route call dest-table RT_2085
subscriber-number 8805

The logfile sent is only a fragment, please run the commands I posted above and resend, from commands "debug call router" "no debug all"(which is the command to end the process in the CLI.

 

[[email protected]]

We are using that interface 0/4. I can verify it because I'm currently plugged directly into it with an analogue phone for testing.

The info I sent over is the output I got from running all of the debug commands posted above. I ran the debug again with all and with just debug call-router. I'm attaching both with this message.

Something I was hoping to get more info on is the error from 3cx. After the call connects and waits for 16 seconds it gives a Transfer of West Dock Ramp (8805) failed. I was hoping that I could dig some more info out of 3CX about this error. I'm only finding it in the call logs. The logs you get from the support utility and the log app aren't showing me much.

 

[[email protected]]

I've been working with Patton on this issue and we have verified after re-configuring the Patton and plugging a phone into it that the issue is no audio both ways. When I look at configs of off site Patton's the codecs and configs all appear to be the same. The major difference between remote Patton's and the ones at corporate are that the remote are connected as SIP trunks while the onsite Patton's are configured as extensions.

The free Patton support is moving very slowly. Any help I can get from this forum would be greatly appreciated.

 

[[email protected]]

SOLVED
I got this resolved thanks to some data from Patton. They mentioned that the Patton has an empty RTP stream and the 3CX server showed very little data about the call in the log viewer. I went over th Patton's config and it was missing it's default route. As soon as I put the default route in everything started playing back over the IVR.

 

[eddv123]

You are referring to this ?
https://www.3cx.com/voip-gateways/patton-network-configuration/

Odd that this should be required unless as the guide states your network includes routed subnets or VPN networks. Since the unit was working fine with the old system on the same network I would not expect this. Unless of course any network changes had been made since.

 

[[email protected]]

Yes the configuration for the default route in that document is all it needed. The Patton and 3CX are on the same local network. This equipment has been around for years before I started here and it appears to be the only device that had no default gateway.

I think that the issue was the return route for the IVR to the Patton. 3CX received the call, initiated the IVR and process to page the SNOM for the warehouse speaker, but it just wasn't able to return the IVR message to the speaker at the door. Since the second half of the process was working in 3CX it was hard to pinpoint a network issue on the Patton.

 

[YiannisH_3CX]

Glad to see the issue has been resolved and thank you for updating the thread with your solution