Some outgoing calls drop just past the 15-minute mark...

[jcayer]

Hi everyone,

Like the title says: I'm having issues with some ONLY outgoing calls dropping right past the 15-minute mark.

System details:

Linux V18 U3 (Build 461) hosted at Vultr
Local SBC V18.1.36
Grandstream GXP-2170 handsets with approved firmware and the default template

Additional details on what's happening: The customer says that it's random which calls die, but at least once the person they called heard a "high pitched noise" and then the call was lost. I have documented a list of numbers that they have called and the call was lost. These have all been outgoing calls and to a mix of cell phones and land lines. I'm at a loss as we support 10 different clients on the same system, host and hardware and haven't had this issue anywhere else. Their Internet connection seems to be good and the fact that it's only after 15 minutes (when the majority of calls are shorter) would seem to indicate the Internet isn't a problem.

Suggestions on where to start or any hints would be appreciated! Thanks!

 

[leejor]

First, using the 3CX Activity Log (set to Verbose), confirm which end is dropping the call. If it appears to be coming from your provider, then contact them for assistance, in tracking down the issue.

 

[jcayer]

First, using the 3CX Activity Log (set to Verbose), confirm which end is dropping the call. If it appears to be coming from your provider, then contact them for assistance, in tracking down the issue.

Thanks, just set it. Customer knows to message as soon as the issue happens again.
(Side question, is it OK to leave it on 'verbose' for a couple of days?) Anyone know how large the logs get on a 15-extension system? Thx.

 

[pmterp]

Be sure it is set to store 1 day of logs, as long as they report the same day you'll have what you need.
I'd also recommend setting the SBC to verbose as there could be something on the local network (firewall) that is interrupting the connection and the SBC log would be helpful in identifying that.

 

[ChrisC_3CX]

(Side question, is it OK to leave it on 'verbose' for a couple of days?) Anyone know how large the logs get on a 15-extension system? Thx.

As mentioned in our hardware requirements, it's approximately 1GB per 2500 calls, so you can kind of calculate the usage for your system. (100 calls = 40MB etc)
Do bear in mind however that these are merely approximations since each call, depending on it's nature (active,on hold,transferred,Queue call etc) , is logged differently and hence consume more or less space in the form of logs.

The same applies for CPU. The level of impact will depend on your system, configuration and load so you would have to actually check it yourself by comparing the usage before and after enabling Verbose Logging. If the usage levels are tolerable, simply leave verbose logging enabled until the issue resurfaces.