Remote extension drops after 32 seconds

[pcmarc]

Our remote extension 145 is able to receive calls, but when making outbound calls, it hangs up after about 32 seconds.

Somebody told me it has to do with the firewall setup at the remote location. Could anybody tell me what change would need to be done based on the log below? The remote router is a Netgear N600 wireless dual band - wndr3400v3.

Thank you,
pcmarc

30-Jul-2013 09:47:17.814 Leg L:27.2[Line:10000>>3107938471] is terminated: Cause: BYE from PBX
30-Jul-2013 09:47:17.814 Leg L:27.1[Extn] is terminated: Cause: BYE from PBX
30-Jul-2013 09:47:17.811 [CM503008]: Call(C:27): Call is terminated
30-Jul-2013 09:47:17.810 [CM503021]: Call(C:27): ACK is not received from sip:[email protected]
30-Jul-2013 09:47:12.002 Currently active calls - 1: [27]
30-Jul-2013 09:46:45.761 [CM503007]: Call(C:27): Line:10000>>3107938471 has joined, contact <sip:[email protected]:5060>
30-Jul-2013 09:46:45.760 [CM503007]: Call(C:27): Extn:145 has joined, contact <sip:[email protected]:5062>
30-Jul-2013 09:46:45.757 L:27.2[Line:10000>>3107938471] has joined to L:27.1[Extn]
30-Jul-2013 09:46:45.757 NAT/ALG check:L:27.2[Line:10000>>3107938471] RESPONSE 200 on 'INVITE' - some of SIP/SDP headers contain inconsistent information or modified by intermediate hop
SIP contact header is not equal to the SIP packet source(IPort):
Contact address:bwas02.voice.cbeyond.net:5060
Received from :69.199.108.51:5060
Media session IP ('c=' attribute) is not equal to the IP specified in contact header:
Media session IP:69.198.83.228
Contact IP:bwas02.voice.cbeyond.net
Media session IP ('c=' attribute) is not equal to the SIP packet source(IPort):
Media session IP: 69.198.83.228
Received from: xxx.xxx.92.138
30-Jul-2013 09:46:42.557 [CM505003]: Provider:[PontualCBeyond] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [] PBX contact: [sip:[email protected]:5060]
30-Jul-2013 09:46:40.000 Currently active calls - 1: [27]
30-Jul-2013 09:46:39.307 [CM503025]: Call(C:27): Calling T:Line:10000>>3107938471@[Dev:sip:[email protected]:5060] for L:27.1[Extn]
30-Jul-2013 09:46:39.258 [CM503027]: Call(C:27): From: Extn:145 ("Klaucy Ziroldo" <sip:[email protected]:5060>) to T:Line:10000>>3107938471@[Dev:sip:[email protected]:5060]
30-Jul-2013 09:46:39.258 [CM503004]: Call(C:27): Route 1: from L:27.1[Extn] to T:Line:10000>>3107938471@[Dev:sip:[email protected]:5060]
30-Jul-2013 09:46:39.258 Line limit check: Current # of calls for line Lc:10000(@PontualCBeyond[<sip:[email protected]:5060>]) is 0; limit is 5
30-Jul-2013 09:46:39.258 Call(C:27): Call from Extn:145 to 3107938471 matches outbound rule 'Rule for PontualCBeyond'
30-Jul-2013 09:46:39.256 [CM503001]: Call(C:27): Incoming call from Extn:145 to <sip:[email protected]:5060>
30-Jul-2013 09:46:39.253 NAT/ALG check:L:27.1[Extn] REQUEST 'INVITE' - basic check passed. No information for extended checks
30-Jul-2013 09:46:32.334 Leg L:26.1[Extn] is terminated: Cause: BYE from PBX
30-Jul-2013 09:46:32.331 [CM503020]: Call(C:26): Normal call termination. Call originator: Extn:145. Reason: Busy
30-Jul-2013 09:46:32.331 Leg L:26.2[Line:10000>>3107938471] is terminated: Cause: 486 Busy here/INVITE from 69.199.108.51:5060
30-Jul-2013 09:46:32.331 L:26.1[Extn] failed to reach Line:10000>>3107938471, reason Busy
30-Jul-2013 09:46:32.330 Call to T:Line:10000>>3107938471@[Dev:sip:[email protected]:5060] from L:26.1[Extn] failed, cause: Cause: 486 Busy here/INVITE from 69.199.108.51:5060
30-Jul-2013 09:46:32.329 [CM503003]: Call(C:26): Call to <sip:[email protected]:5060> has failed; Cause: 486 Busy here/INVITE from 69.199.108.51:5060
30-Jul-2013 09:46:29.162 [CM503025]: Call(C:26): Calling T:Line:10000>>3107938471@[Dev:sip:[email protected]:5060] for L:26.1[Extn]
30-Jul-2013 09:46:29.113 [CM503027]: Call(C:26): From: Extn:145 ("Klaucy Ziroldo" <sip:[email protected]:5060>) to T:Line:10000>>3107938471@[Dev:sip:[email protected]:5060]
30-Jul-2013 09:46:29.113 [CM503004]: Call(C:26): Route 1: from L:26.1[Extn] to T:Line:10000>>3107938471@[Dev:sip:[email protected]:5060]
30-Jul-2013 09:46:29.113 Line limit check: Current # of calls for line Lc:10000(@PontualCBeyond[<sip:[email protected]:5060>]) is 0; limit is 5
30-Jul-2013 09:46:29.113 Call(C:26): Call from Extn:145 to 3107938471 matches outbound rule 'Rule for PontualCBeyond'
30-Jul-2013 09:46:29.111 [CM503001]: Call(C:26): Incoming call from Extn:145 to <sip:[email protected]:5060>
30-Jul-2013 09:46:29.108 NAT/ALG check:L:26.1[Extn] REQUEST 'INVITE' - basic check passed. No information for extended checks
30-Jul-2013 09:46:19.335 Leg L:25.2[Line:10000>>3107938471] is terminated: Cause: BYE from PBX
30-Jul-2013 09:46:19.332 Leg L:25.1[Extn] is terminated: Cause: BYE from PBX
30-Jul-2013 09:46:19.331 [CM503008]: Call(C:25): Call is terminated
30-Jul-2013 09:46:19.329 [CM503021]: Call(C:25): ACK is not received from sip:[email protected]
30-Jul-2013 09:46:07.998 Currently active calls - 1: [25]
30-Jul-2013 09:45:47.211 [CM503007]: Call(C:25): Line:10000>>3107938471 has joined, contact <sip:[email protected]:5060>
30-Jul-2013 09:45:47.210 [CM503007]: Call(C:25): Extn:145 has joined, contact <sip:[email protected]:5062>
30-Jul-2013 09:45:47.207 L:25.2[Line:10000>>3107938471] has joined to L:25.1[Extn]
30-Jul-2013 09:45:47.206 NAT/ALG check:L:25.2[Line:10000>>3107938471] RESPONSE 200 on 'INVITE' - some of SIP/SDP headers contain inconsistent information or modified by intermediate hop
SIP contact header is not equal to the SIP packet source(IPort):
Contact address:bwas02.voice.cbeyond.net:5060
Received from :69.199.108.51:5060
Media session IP ('c=' attribute) is not equal to the IP specified in contact header:
Media session IP:69.198.83.228
Contact IP:bwas02.voice.cbeyond.net
Media session IP ('c=' attribute) is not equal to the SIP packet source(IPort):
Media session IP: 69.198.83.228
Received from: xxx.xxx.92.138

 

[leejor]

30-Jul-2013 09:47:17.810 [CM503021]: Call(C:27): ACK is not received from sip:[email protected]

This is why it's dropping, and yes, it is probably a firewall or router setting at one end or the other. Does the 3CX firewall checker pass, when run on the PBX?

Since it is an incoming message not getting through, I would first check the 3CX end.

Are you running any other remote extensions? Do they have issues? Is there only one extension at the location that is?

Have you tried moving the remote extension having the problem to another location with a different make/model router? If it works then it is something in the firewall/router settings at the current remote location. If the same problem happens when the set is moved, then concentrate on the PBX end. The Firewall test should give you some clues as to what the issue if it is at the PBX end.

 

[pcmarc]

PBX passed firewall check without any issues.
We have other remote extensions, but this is the only one with problems.
There are no other extensions at this particular location.
I have not tried to move it to another location using a different router.

It appears to be the local firewall indeed. If this is the case, what settings should I be looking to change?

 

[leejor]

3Cx is waiting for an ACK, and dropping the call. Since the extension was able to place a call we have to assume it was able to send the initial Invite message. At that point 3CX will send back a 180 Ringing, and/or a 200 OK. When the remote set gets the 200 OK message it should respond with the ACK.

I'm going to assume that it just never gets the message (180 or 200), not, that it's not sending one back.

In most cases, a single extension at a remote location doesn't require any port forwarding set-up in the local router. That is usually the case when using most consumer grade routers with "basic" protection/options. The more complicated the router, or the more security features you enable, the more issues you are liable to introduce.

Lets assume that the SIP messages are being blocked by the remote router. in theory, you should be able to assure their "delivery" by setting up port forwarding in the remote router so that a message to "public IP":5060 (assuming that the set uses the usual default port of 5060) forwards to the fixed IP of the set. If you haven't already, give the set a fixed IP for this to work properly.

You can also confirm, by checking the 3CX logs right after a power-up on the remote set, what it is registering with/as. It should show, again, the Public IP of the remote router, and a port number. This information is what 3CX uses to send the SIP messages back to the set and is probably something worth checking before you spend time changing any settings.

 

[bardissi]

We offer a hosted Session Border Controller that will allow the remote phone to use the proxy field to bypass nat issues like this. If you are interested in trying this please let me know.

George
[email protected]

 

[jpillow]

Have you selected PBX delivers audio under extensions--->other?

 

[pcmarc]

I have explored all the suggestions given, but the issue was finally fixed after changing the WAN setting on the Netgear N600 router at the remote location. Advanced>Setup>WAN Setup\ and under "NAT Filtering" I checked "Disable SIP ALG".
Thanks!
PCMarc

 

[craigreilly]

just saw this post... common problem with the Netgear units. I was going to ask what phone... because I had some Yealinks doing this with a particular firmware...
Glad to see you got it going.

 

[lneblett]

Craig -

What model and firmware version?