Twilio call drops

[SeanT]

Hi guys,

I've put in a ticket with Twilio but I thought i'd post here in case anyone else knows what this might be.

When a call gets to about 25 minutes in duration, it gets dropped. Twilio provide a PCAP of the SIP traffic and it's their side that's sending the BYE rather than the 3CX.

25 minutes happens to be around 1500 seconds which sounds like too round of a number to be a coincidence?

I'm using 3CX 16.0.676 with Yealink T54W's on FW 96.84.0.35.

Thanks,

 

[eddv123]

Thats the great thing about Twilio is that you can trace from their platform.

Did you get a capture from both sides (Twilio and 3CX in that event)? It sounds to me like a timer but did you check the call/debug logs on Twilio (under Elastic SIP trunks) as it will normally give a reason if it has come from the provider.

 

[SeanT]

Yep in the capture it shows both sides of the SIP setup. It goes back and forth over around 7 seconds at the start, "giving it a try", "ringing" to "OK" then there's nothing for 1500 seconds when the Twilio side sends a BYE to the 3CX.

The Insights tab on Twilio shows that the callee is the one that hung up, but we've had it on multiple occasions now at exactly the 25 minute mark, calling multiple countries.

We've just put our 3CX live, migrating from a Mitel also using Twilio and this didn't come up during testing so it's just super odd, hopefully Twilio will come back with something.

Thanks,

 

[eddv123]

Be aware that as they are a worldwide provider that they may respond overnight (I have had responses from the AISAPAC and California before).

Feel free to PM over the PCAP traces if you like, or alternately how about the Support Info file ? the binary log viewer can often give very detailed information when in VERBOSE mode as to reasons for call termination:

https://www.3cx.com/docs/3cx-log-viewer/
https://www.3cx.com/docs/collecting-logs-for-3cx-support/

 

[Jim Canfield]

For what it's worth, I also have all my customers on Twilio and I'm experiencing call drops as well. Seems worse at some locations. I keep 3cx updated at each site.

 

[eddv123]

Not sure where your systems are located but I do know their carrier had some problems in AsiaPAC/Australia last week, however I thought they had rectified this.

Best wait for a ticket response probably.