random drop calls for users in homeoffice

[litus]

There’s another problem we’re experienceing with our customer but unrelated to the sbc issue found here:

https://www.3cx.com/community/threads/sbc-randomly-changing-online-status.81326/

Hosting is on european 3cx servers, people affected are at home (homeoffice).
There’s quite a significant number of cases of dropped calls from people working from home.
Each of them uses the web client (google chrome) with browser extension. In every case, the user is able to talk on the phone for several minutes (up to 15) and suddenly the call is ended without any notification.

The same can also happen when still dialing, in which case the phone at the recipient rings once, then no more.
We‘re still trying to get a report log but so far we were unable to reproduce this issue, but it happens multiple times every day and everytime from someone in homeoffice.
As for solutions, we have tried restarting the services (dashboard)(no difference).
Anyone any idea on what may cause this issue?

Kind regards
Marius

 

[NickD_3CX]

Hi!

Same PBX as in your other post (Hosted by 3CX)?

Also, do these dropped calls happen only when the users are calling external numbers, or even when calling each other?
Trying to determine if this could be a SIP Trunk provider issue....

 

[litus]

Hello NickD_3CX,

it happens on the same pbx when they are calling external numbers and each other.

Kind regards,
Marius

 

[NickD_3CX]

Then I would for sure follow the advice in the other thread to log into http://customer.3cx.com and check if there is anything unusual, like low disk space, unusually high CPU usage, even when fairly idle, etc.

 

[litus]

Hello there,

as advised we now use SBC on a raspberry pi in a network of our customer. Today we figured out a drop call within
an internal call from extension 10 to extension 16. See the logfiles attached. What can be the cause here?

Kind regards,
Marius

 

[NickD_3CX]

The call seems to have been terminated on user request:


Specifically the highlighted entry, usually means that one of the parties hung up the call from their WebClient.
Would one of the 2 parties happen to have had their webclient open and terminated the call from there?

 

[litus]

Hello NickD_3CX,

thanks for your reply so far.

Both users were using the web client with chrome extension, but i doubt either hung up intentionally. I was unable to reach the other party but the one who told us did not.

Assuming neither did, what can we do to check this issue?

 

[NickD_3CX]

I am sure that they did not do so intentionally, maybe someone accidentally right-clicked somewhere on the active call and they then clicked "Drop".

I can't assume something by the time I see something like this in the logs.
If you and the users are adamant that there is no way this could have happened, not even by accident, then I would have to suggest you contact 3CX Support to dig a bit deeper in case something else is going on.

But, as far as I'm aware, the "CAHangup" is a clear sign that a drop command was given through Presence, meaning either through the WebClient of Browser Extension, or from the Windows App, by right-clicking on the active call and selecting "Drop".

 

[litus]

Hi NickD_3CX,

thank you so far for helping us.

I am sure that they did not do so intentionally, maybe someone accidentally right-clicked somewhere on the active call and they then clicked "Drop".

I can't assume something by the time I see something like this in the logs.

sounds understandable from that point and we have to check this.

then I would have to suggest you contact 3CX Support to dig a bit deeper in case something else is going on.

need to resolve this with my superior.

Kind regards,
Marius