Random dropped calls

[MMDTerry]

We have had this issue for awhile but getting users to actually give me info i can work with has been near impossible. We are seeing random dropped calls, one minute they are talking to someone and the next the phone is at the home screen and the call is gone. This happens at all of our locations, even the one local to the 3cx server and sip gateway. I do see a lot of dropped queue calls that are 1-5 seconds too, that i can not be sure that it's just not caller hangup but people have said they have been dropped while in queue.

Our sip provider is comcast, they provide a adtran netvanta 3430 that serves as a sip gateway to their network so our firewall is not involved in the traffic. The trunk is set up as a broadvoice trunk per the comcast instructions. All phones are yealink t42g's and its happened across multiple firmwares.

Below is a excerpt from the 3cx log, im working on getting a pcap but again getting users to actually tell me a call drops WHEN it happens is near impossible.

I see the sip reason is "user hang up" but they didn't. Any other insites to what to look for as to what maybe causing the dropped calls?

06/08/2018 13:00:59:249 | 11 | SendMsg from <sip:****[email protected]:5060>;tag=0964b07c to "Amadeo"<sip:[email protected]:5060>;tag=68776761
06/08/2018 13:00:59:249 | 11 | Notify dialog-info: Extn:1722: sip:[email protected]:5060, Call(C:126305)
06/08/2018 13:00:59:249 | 11 | Call(C:126305), Extn:1722 on entry: DlgInfo(126305-4157/Confirmed / I)
06/08/2018 13:00:59:249 | 11 | Call(C:126305), Extn:1722 on exit: DlgInfo(126305-4157/Terminated / I)
06/08/2018 13:00:59:249 | 11 | L:126305.1[Extn:1722] Sending: OnSendResp Send 200/BYE from 0.0.0.0:0 tid=2879525115 [email protected]:
SIP/2.0 200 OK
Via: SIP/2.0/UDP 10.9.1.40:5060;branch=z9hG4bK2879525115
Contact: <sip:*[email protected]:5060>
To: <sip:*[email protected]:5060>;tag=0964b07c
From: "Amadeo"<sip:[email protected]:5060>;tag=68776761
Call-ID: [email protected]
CSeq: 3 BYE
Content-Length: 0


06/08/2018 13:00:59:249 | 11 | Terminated from "Amadeo"<sip:[email protected]:5060>;tag=68776761 to <sip:*[email protected]:5060>;tag=0964b07c; reason: RemoteBye
06/08/2018 13:00:59:249 | 11 | L:126305.1[Extn:1722] got Terminated Recv Req BYE from 10.9.1.40:5060 tid=2879525115 [email protected]:
BYE sip:*[email protected]:5060 SIP/2.0
Via: SIP/2.0/UDP 10.9.1.40:5060;branch=z9hG4bK2879525115
Max-Forwards: 70
Contact: <sip:[email protected]:5060>
To: <sip:*[email protected]:5060>;tag=0964b07c
From: "Amadeo"<sip:[email protected]:5060>;tag=68776761
Call-ID: [email protected]
CSeq: 3 BYE
Proxy-Authorization: Digest username="1722",realm="3CXPhoneSystem",nonce="414d535c11790f4a05:65b2681879a3fbf6a58c0583b618bc64",uri="sip:*[email protected]:5060",response="ebafcacbd744e7ab8f00918bf54e1597",algorithm=MD5
User-Agent: Yealink SIP-T42G 29.82.0.20 001565b1971c
Content-Length: 0


06/08/2018 13:00:59:249 | 11 | Device (1777156109) is used in 0 calls: []
06/08/2018 13:00:59:249 | 11 | StatusNotification: SE:126305.1{OnHook};  Skip=0
06/08/2018 13:00:59:249 | 11 | Issue: [Pres:1722; act=Open;0;7720398]
06/08/2018 13:00:59:249 | 11 | Reported(Delete): SE:126305.1{OnHook}
06/08/2018 13:00:59:250 | 11 | Notify dialog-info: Extn:1722: sip:[email protected]:5060, Call(C:126305)
06/08/2018 13:00:59:250 | 11 | Call(C:126305), Extn:1722 on entry: DlgInfo(126305-4157/Terminated / I)
06/08/2018 13:00:59:250 | 11 | Leg L:126305.1[Extn:1722] is terminated: Cause: BYE from 10.9.1.40:5060
06/08/2018 13:00:59:250 | 11 | L:126305.1[Extn:1722]: Terminating targets, reason: SIP ;cause=200 ;text="User hangup"
06/08/2018 13:00:59:250 | 11 | Removing leg L:126305.1[Extn:1722]
06/08/2018 13:00:59:250 | 11 | Stop call record for leg L:126305.1[Extn:1722]
06/08/2018 13:00:59:250 | 11 | Call(C:126305): Legs count: 1
06/08/2018 13:00:59:250 | 11 | Call(C:126305) is terminated
06/08/2018 13:00:59:250 | 11 | Blocking refers for the Call(C:126305)
06/08/2018 13:00:59:250 | 11 | Device (1266158853) is used in 9 calls: [126206,126269,126286,126306,126313,126325,126327,126333,126335]
06/08/2018 13:00:59:250 | 11 | StatusNotification: SE:126305.2{OnHook};  Skip=0
06/08/2018 13:00:59:250 | 11 | Issue: [Pres:10000; act=Open;0;7720399]
06/08/2018 13:00:59:250 | 11 | Reported(Delete): SE:126305.2{OnHook}
06/08/2018 13:00:59:251 | 11 | L:126305.2[Line:10000>>*1918]: Terminating targets, reason: SIP ;cause=200 ;text="Call terminated on user request"
06/08/2018 13:00:59:251 | 11 | [CM503008]: Call(C:126305): Call is terminated
06/08/2018 13:00:59:251 | 11 | L:126305.2[Line:10000>>*1918] Sending: OnSendReq Send Req BYE from 0.0.0.0:0 tid=83069d67846fd542 Call-ID=2eSdhECG6Fzg82YBQmEdlQ..:
BYE sip:*[email protected]:5060;transport=UDP SIP/2.0
Via: SIP/2.0/ ;branch=z9hG4bK-524287-1---83069d67846fd542;rport
Max-Forwards: 70
Contact: <sip:*[email protected]:5060>
To: <sip:*[email protected]:5060>;tag=735ccf8-7f000001-13c4-344a4c-81b40c75-344a4c
From: "*0390"<sip:*[email protected]:5060>;tag=8f60e260
Call-ID: 2eSdhECG6Fzg82YBQmEdlQ..
CSeq: 2 BYE
Content-Length: 0


06/08/2018 13:00:59:251 | 11 | Terminated from <sip:*[email protected]:5060>;tag=735ccf8-7f000001-13c4-344a4c-81b40c75-344a4c to "*0390"<sip:*[email protected]:5060>;tag=8f60e260; reason: LocalBye
06/08/2018 13:00:59:251 | 11 | L:126305.2[Line:10000>>19705901918] got Terminated Send Req BYE from 0.0.0.0:0 tid=d224767e7e5f9441 Call-ID=2eSdhECG6Fzg82YBQmEdlQ..:
BYE sip:*[email protected]:5060;transport=UDP SIP/2.0
Via: SIP/2.0/ ;branch=z9hG4bK-524287-1---d224767e7e5f9441;rport
Max-Forwards: 70
Contact: <sip:*[email protected]:5060>
To: <sip:*[email protected]:5060>;tag=735ccf8-7f000001-13c4-344a4c-81b40c75-344a4c
From: "*0390"<sip:[email protected]:5060>;tag=8f60e260
Call-ID: 2eSdhECG6Fzg82YBQmEdlQ..
CSeq: 2 BYE
User-Agent: 3CXPhoneSystem 15.5.13103.5 (11793)
Content-Length: 0


06/08/2018 13:00:59:251 | 11 | Device (1266158853) is used in 9 calls: [126206,126269,126286,126306,126313,126325,126327,126333,126335]
06/08/2018 13:00:59:251 | 11 | StatusNotification: SE:126305.2{OnHook};  Skip=0
06/08/2018 13:00:59:251 | 11 | Issue: [Pres:10000; act=Open;0;7720400]
06/08/2018 13:00:59:251 | 11 | Ignored: SE:126305.2{OnHook}
06/08/2018 13:00:59:251 | 11 | Leg L:126305.2[Line:10000>>*1918] is terminated: Cause: BYE from local
06/08/2018 13:00:59:251 | 11 | L:126305.2[Line:10000>>*1918]: Terminating targets, reason: SIP ;cause=200 ;text="User hangup"
06/08/2018 13:00:59:251 | 11 | Removing leg L:126305.2[Line:10000>>*1918]
06/08/2018 13:00:59:251 | 11 | Stop call record for leg L:126305.2[Line:10000>>*1918]
06/08/2018 13:00:59:251 | 11 | Call(C:126305): Legs count: 0
06/08/2018 13:00:59:251 | 11 | Call(C:126305) has been terminated already
06/08/2018 13:00:59:251 | 11 | Call(C:126305) has been terminated already
06/08/2018 13:00:59:251 | 11 | StatusNotification: SE:126305.2{OnHook};  Skip=0
06/08/2018 13:00:59:251 | 11 | Issue: [Pres:10000; act=Open;0;7720401]
06/08/2018 13:00:59:251 | 11 | Ignored: SE:126305.2{OnHook}
06/08/2018 13:00:59:251 | 11 | Call(C:126305): Legs count: 0
06/08/2018 13:00:59:251 | 11 | Call(C:126305) has been terminated already

 

[YiannisH_3CX]

Hello @MMDTerry

Please note that the provided logs show that the call was terminated normally so not really we can say based on these. The only thing i can advise is to upgrade the phones to the supported firmware for SP5 and make sure that the phones are running the default templates.
https://www.3cx.com/support/phone-firmwares/

Also how are the phones connected to the PBX? Do you have dropped calls between extensions also or is it only with calls from the provider?

 

[MMDTerry]

Hello @MMDTerry

Please note that the provided logs show that the call was terminated normally so not really we can say based on these. The only thing i can advise is to upgrade the phones to the supported firmware for SP5 and make sure that the phones are running the default templates.
https://www.3cx.com/support/phone-firmwares/

Also how are the phones connected to the PBX? Do you have dropped calls between extensions also or is it only with calls from the provider?

That's the thing, it was not terminated normally, neither our user or the customer hung up, the call just ended. This is normally what occurs, they will be talking and the phone goes back to the home screen.

phones on the sp5 firmware are doing it too, and it did it while the server was sp4.

phones are either connected on a local switch or a metroE circuit all on the same lan. I have not heard of any reports of ext to ext drops but those calls tend to be very short in duration.

 

[leejor]

Anything in common...all drop about the same time, all are local (or toll) calls, all dropped calls are incoming (outgoing)? Do you have any other trunk groups to compare to?

 

[YiannisH_3CX]

Since this happens randomly and the users are not very specific about the issue i would recommend running a capture using t-shark on the PBX machine. You can have t-shark cut the captures to specific sizes to prevent the capture becoming to big and crushing the system. When someone reports the issue go look at the capture with the closest timestamp to the issue and check the call.
This will tell you which side terminates the call and why.
You can use many filters with t-shark and can be used in both windows and linux. In windows for example you will need to install wireshark on the machine. Once you do open a command prompt and navigate to: cd "C:\Program Files\Wireshark\
The following command will start t-shark and it will start capturing on Interface 1 ports 5060 and 5090 for TCP and UDP and will start a new file every 10 MB's which will be saved in C:\

tshark -F libpcap -i 1 -f "udp port 5060 or udp port 5090 or tcp port 5090 or tcp port 5060" -b filesize:10240 -w c:\3cx.pcap

 

[MMDTerry]

Anything in common...all drop about the same time, all are local (or toll) calls, all dropped calls are incoming (outgoing)? Do you have any other trunk groups to compare to?

No, not really. If they report it, its normally in the AM but if they get any later they claim to be to busy to shoot me an IM or email. We only have one trunk, i have gotten reports of both incoming and outgoing. Seems to be nothing in common with the calls other than they are external.

Since this happens randomly and the users are not very specific about the issue i would recommend running a capture using t-shark on the PBX machine. You can have t-shark cut the captures to specific sizes to prevent the capture becoming to big and crushing the system. When someone reports the issue go look at the capture with the closest timestamp to the issue and check the call.
This will tell you which side terminates the call and why.
You can use many filters with t-shark and can be used in both windows and linux. In windows for example you will need to install wireshark on the machine. Once you do open a command prompt and navigate to: cd "C:\Program Files\Wireshark\
The following command will start t-shark and it will start capturing on Interface 1 ports 5060 and 5090 for TCP and UDP and will start a new file every 10 MB's which will be saved in C:\

tshark -F libpcap -i 1 -f "udp port 5060 or udp port 5090 or tcp port 5090 or tcp port 5060" -b filesize:10240 -w c:\3cx.pcap

I do have wireshark running on the pbx and pcap on the main complainers phone, but he hasn't reported any more issues...


I have called comcast and they say that adtran isn't showing any issues and the calls are logged the same for them as "user hung up". I believe comcast is just a reseller (of broadvoice) so i may have to push to get the host support them involved.