Queue calls

[mcdublin]

We have an issue with a customer where queue calls drop after 9 minutes 20 seconds.
The system is cloud based on Debian with an SBC on site.
Calls to ring groups are not dropping.
Has anybody had a similar issue?

 

[Saqqara]

What are your destination if no answer settings ?

What does the activity logs, tell you about the calls ?

 

[JohnS_3CX]

The logs should be the first thing to look at in this case, get some timestamps from the customer and check.

If nothing comes up, switch to Verbose logs and restart services.

 

[mcdublin]

Which logs should I be looking at?I have already switched to Verbose mode.

 

[JohnS_3CX]

Go to Activity Log. You can use the filter button to isolate a problematic call (hence the need for a timestamp to start looking)

Then you can follow the whole conversation on that call and see what happened.

You may also run a capture if you know how to replicate the issue, and check the capture to see who is dropping the call (PBX? Extension? Trunk provider?) and hopefully also see the reason why it was dropped.

 

[mcdublin]

This is what I discovered.

2/13/2020 8:58:39 AM - Call(C:1), Extn:2000 on entry: DlgInfo(1-1419/Terminated / R)

02/13/2020 8:58:39 AM - Notify dialog-info: Extn:2000: sip:[email protected]:5063;rinstance=7efe6e3a85278c64, Call(C:1)

02/13/2020 8:58:39 AM - L:1.3[Extn:2000]: Terminating targets, reason: SIP ;cause=200 ;text="Call terminated on user request"

02/13/2020 8:58:39 AM - Call(C:1), Extn:2000 on exit: DlgInfo(1-1419/Terminated / R)

02/13/2020 8:58:39 AM - Call(C:1), Extn:2000 on entry: DlgInfo(1-1419/Confirmed / R)

02/13/2020 8:58:39 AM - Notify dialog-info: Extn:2000: sip:[email protected]:5063;rinstance=7efe6e3a85278c64, Call(C:1)

02/13/2020 8:58:39 AM - Terminating L:1.3[Extn:2000] Why would the call be terminated on user request?

 

[JohnS_3CX]

C:1 seems like call number one from the start of the log. Was this a problematic call?

If you filter by call number only, you can select Call 1 and see if there are any other messages.

 

[mcdublin]

[removed for privacy]

 

[JohnS_3CX]

Looks like a webclient user on extension 2000 terminated the call

 

[mcdublin]

I was testing the calls to a Webclient but I didn't terminate the call it just dropped the same as calls to site through the SBC.

 

[JohnS_3CX]

Hmm, any chance the PBX internet connection may be flaky?

 

[mcdublin]

No the internet is fine.
I discovered the Sip provider sends invite with 600 seconds as session expiry.
3CX responds 200 ok with refresher uac which I presume is the Provider.
No response from Provider so 3CX sends BYE response 32 seconds before expiry.
Going to contact Provider.

 

[JohnS_3CX]

Thanks for updating the thread, is this a supported provider by the way?

 

[mcdublin]

No it's not supported.
Can 3CX be set as the refresher or does it have to be the Provider?

 

[JohnS_3CX]

This depends, it's not a set function. When the invite arrives we need to see if timers are supported and if the invite defines who will be the refresher. So neither of the two "has to be" the refresher, it is agreed in the invite and then the system expects the other side to follow whatever was agreed (no matter who the refresher is)

 

[mcdublin]

On the invite I have this
Supported: replaces, timer

 

[JohnS_3CX]

You have to look at the invite, and then the 200 OK.

There you see who agreed on what, and then at some point you would expect to see the timers refreshed before they expire.

In conclusion, if the side responsible for refreshing does not do this on time, the call eventually ends.

 

[mcdublin]

Ok on the incoming call invite it says Supported:timer it doesn't mention refresher
On the 200 ok from 3CX it says Supported:replaces,timer and refresher uac.
The Provider doesn't send refresh so call is dropped by 3CX.
Where can I set the 3CX as the refresher?

 

[JohnS_3CX]

You cannot assign it unfortunately.. If they support timers and dont define who the refresher is, the default behavior of the PBX is to assign it to the side.

Supported providers are tested against this. The problem is not your PBX in this case, the provider needs to honor the timer since they state it is supported. If they cannot fix this, then they can perhaps disable supports: timer altogether and the PBX will not attempt to use the timer with this provider, and this should solve the issue.

 

[mcdublin]

Thanks for all your help John.
I will contact the Provider.