Random Call Drops at 15 minutes

[STFCONSULTING]

Hey fellow 3CXers-

We have been battling a weird issue for 4-6 weeks now and need some input. We had been on an older version of 3CX and this problem started when we migrated to the newer version on a brand new Windows 2016 VM. Here are the details-

-Random call drops at 15 minutes. The call continues on with no audio.
-Using voip.ms as SIP provider
-Messed around with all the Options on the SIP trunk and no combination of the options seems to help.
-We using the 3CX client. No hardware devices
-When it happens we can hang up and dial the person back and all is good
-Tried upgrading to latest build and issue still occurs

Appreciate any ideas you guys have. Hoping to solve it without changing to a new SIP provider.

 

[craigreilly]

Perhaps, before changing providers, or considering it, just spin up service from Twilio or Flowroute to do some testing on? This might help you move in the right direction.
And, I always keep some money with other vendors as a backup trunk. In bound calls route to backup provider DID and outbound uses the backup if the primary fails...
There's no commitment - expect an initial sum of money to get started around $30.

I do not expect issue is firewall since call starts out fine and migrates to having issues.
Is this all in house and devices on same LAN?

 

[STFCONSULTING]

Not a bad idea. We will add another SIP provider for outgoing and report back.

 

[NickD_3CX]

15 minutes sounds like a Session Timer issue. VoIP.ms every 15 minutes sends an INVITE to make sure the call is still active. If they don't receive a 200 OK, then the call is dropped (RFC 4028).

I'd run the Firewall Checker just to make sure that there is not Source Port remap or SIP ALG active. If not, I'd then run a packet capture on the server and wait 15 minutes until it drops and check the call flow.
This is just a hunch, but if it is precisely 15 minutes, this is the first thing that comes to mind.

 

[STFCONSULTING]

Thanks Nick! We pass the firewall test without issue. We are using Watchguard for our firewall infrastructure. The rules that allow the voip traffic do not have any IPS or security functions enabled. Knowing that we are using voip.ms which options on the SIP trunk would you recommend enabling. Currently we only have "PBX Delivers Audio" selected.

 

[NickD_3CX]

VoIP.ms is now supported, so just check out the default template...

Just mock create a new VoIP.ms SIP Trunk, then make sure the settings on the actual SIP Trunk are the same as those on the mock you made.

 

[STFCONSULTING]

Very cool. Will do that now. Thank you!

 

[STFCONSULTING]

What version do you have to be on to see the voip.ms template? I am on 15.5

 

[STFCONSULTING]

Hey guys, I was able to upgrade to the most recent version however I cannot see the template for voip.ms. Is there a trick to getting that to show up?

 

[YiannisH_3CX]

Hello @STFCONSULTING

Please make sure that nothing is pending in the updates section of the PBX. Then navigate to SIP trunks and Add a SIP trunk. Select "CA" and check for Voip.ms. It should be listed there.

 

[STFCONSULTING]

Thanks I finally found it under the Canada section.

 

[YiannisH_3CX]

Thanks I finally found it under the Canada section.

Glad i could assist