Solved Ring time cannot be set

[JimB]

Just installed 3CX on a Raspberry Pi 4, so a brand new installation. Pretty much all up and running, but with a problem in ring times.

An incoming call will ring for 9 seconds only, regardless of the time you set. I've got it set to go to voicemail if unanswered in the standard 20 seconds, but if it's set for more than 9 seconds, it does not go to VM, it just drops the call. If I set the ring time to 9 seconds, it does go to VM, but if you set 10 secs or more, no dice. The log says:

[CM503003]: Call(C:48): Call to "[whoever]" <sip:[email protected]:0> has failed; Cause: 487 Request Terminated/INVITE from 192.168.50.32:49810

.32 is one of the two SNOM D875 Deskphones, but it's definitely not answering the call....

 

[Saqqara]

Does this affect incoming calls or internal calls ? As a test, what happens on internal calls

On the forwarding rules, check each status as each one can be different - select each status by clicking on the down arrow.



Check the status of the phone, under Users select the extension and click on Status along the top

 

[JimB]

Internal calls are fine - it's only external incoming calls. Both users are set to the same (20 second) timeout, but if I don't set the timeout to 9 seconds in the ring group the problem exists....

 

[Saqqara]

Check your sip setup to see if calls are being terminated after 9 secs

Check with your sip provider ,

What sip provider are you using

 

[JimB]

I don't think they are, as calling the phones when previously set up direct to the sip provider (i.e. before installing 3CX) they were fine. Sipgate Basic - just using it for testing and getting 3CX set up.

 

[ChrisC_3CX]

Is this also affecting extension to extension calls or

I don't think they are, as calling the phones when previously set up direct to the sip provider (i.e. before installing 3CX) they were fine.

I have to say, up to this point it does sound awfully like it's the SIP Provider ending the call. The only way to be absolutely sure is to run a packet capture from within the activity log, reproduce the problem while the packet capture is running and then check the SIP Flow to see who's ending the call.

You can find out how to perform the packet capture here: https://www.3cx.com/docs/capture-network-traffic/

 

[JimB]

Thanks Chris, Done that, but the result is like me trying to read Serbo-Croat badly translated from Swahili!
Can you advise exactly what I should look for?

There are some paragraphs in the Sip part of the Pcap file headed "Cancel" - are they the relevant parts?


I should stress - if I set the ring time to anything less than 10 seconds, all works as it should.

 

[ChrisC_3CX]

I'll PM you about this shortly.

 

[JimB]

I'll PM you about this shortly.

Thanks Chris.

 

[ChrisC_3CX]

As per our PM conversation, the capture does indeed show the SIP Provider ending the call with a SIP CANCEL 10 seconds after it has been initiated. Based on this info, I recommend reaching out to them to ask why this is happening.

 

[JimB]

Many thanks Chris - greatly appreciated. Have you any idea why they would do that?

 

[ChrisC_3CX]

Can't say for sure, it could be as simple as a setting for this specific Account so you might want to access the control panel and have a quick look.

 

[JimB]

Just what I'm off to do!

 

[JimB]

And that's EXACTLY what it was! It was set to forward to my mobile after ten seconds, but couldn't, as there was no credit for outgoing calls! Sorted, and I'm very grateful to you for pointing me in the right direction, Chris.

 

[ChrisC_3CX]

Brilliant!

Glad to see you managed to identify what was causing the issue!

Please feel free to start a new thread should anything else come up!