Randomly drop call

[Xenz]

Hi,

Our customer is having a call error problem. Incoming and outgoing calls are randomly dropped, this error does not happen often. It is very difficult to use wireshark to capture packets because it is not known when the call will be dropped

Has anyone encountered this error?

• 3CX Version, 18.0 (Build 450)
• Server OS, Debian 10
• Is the 3CX Server Hosted and where? On the Cloud
• IP Phone Make/Model/Firmware version, Yealink T21P E2
• Provisioning Method: Stun
• Trunk Provider or VoIP Gateway Make/Model, Generic Sip Trunk
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: No

Thank you.

 

[ChrisC_3CX]

It is very difficult to use wireshark to capture packets because it is not known when the call will be dropped

You could actually use tshark to run packet captures in the background until the issue re-occurs.

If this is only affecting external calls do bear in mind that since this is an unsupported SIP Provider we can't assist that much but you might want to try going through the logs:

1. Access the 3CX MC and go to "Dashboard >> Activity Log >> Settings".
2. Enable Verbose Logging and set backup logs for 1 day.
3. Wait for the issue to re-occur.
4. When it does, go to the Activity log and use the filter options to find the call.
5. Go through it quickly and, around the time the call dropped search for a SIP BYE message to at least determine who ended the call and check if it is always the same end that does.

Note: Also, things like, how long the call takes to drop, or what the affected calls have in common is information that may prove useful for this investigation so take note of anything you think is significant.