User reports outbound call dropped, have logs, what to look for to determine cause?

[CFMtech]

Hello everyone, I am hoping someone might be able to tell me what to look for/post that will help determine the cause of a reported call drop. Users have been reporting some issues today across multiple locations and I have been requesting numbers and time stamps so I can grab the logs, this instance the user reports an outbound call to a client dropped.

• 3CX Version: Professional Annual 16.0.8.9
• Server OS: Windows Server 2016
• Is the 3CX Server Hosted and where? On-premises
• IP Phone Make/Model/Firmware version: Grandstream GXP2130 firmware 1.0.11.35
• Provisioning Method: Local
• Trunk Provider: Flowroute
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: YES & NO

I have the bldef and am happy to post whats needed just not sure what I should be making public.

Thank you much!

 

[CFMtech]

I have received word back on our ticket with the provider (flowroute):

Hi Company Name,

I've found the call you've stated in your ticket. I do see a bye coming from <external IP>:5060

Please let me know if you have any questions concerning this process.

Best Regards,

Now with that said, how do I determine what happened if the user states they did not hang up but the call dropped however according to support our PBX initiated the BYE.

 

[Mark Phillips]

Have you checked the system logs to see if you can find the BYE message being generated by the PBX?

 

[CFMtech]

Hi Mark,

Yeah I have the logs and I see it, but I don't understand/cant figure out why its happening.

Log snippet:

22/09/2021 10:30:25:320 | 8 | L:73423.1[Extn:XXXX] got Terminated Recv Req BYE from INTERNAL PHONE IP:5060
22/09/2021 10:30:25:356 | 8 | Terminated from <sip:OUTBOUND [email protected]>;REDACTED; reason: LocalBye
22/09/2021 10:30:25:356 | 8 | L:73423.2[Line:10000>>OUTBOUND NUMBER] got Terminated Send Req BYE from 0.0.0.0:0
22/09/2021 10:30:25:356 | 8 | L:73423.2[Line:10000>>OUTBOUND NUMBER]: Terminating targets, reason: SIP ;cause=200 ;text="User hangup"

I have the call recording which abruptly ends mid sentence, user reports they did not hang up. No other issues with network connectivity/power/etc.

 

[CFMtech]

We gave this system a reboot this evening and just for confirmations sake we've run the firewall checker once again and all green (as it has been for many months).

 

[ChrisC_3CX]

From the log provided it seems the BYE SIP message was actually sent by the user's IP Phone. That said, if the user claims it was not them, it would most probably mean that it has something to do with the device.

Assuming the device is not faulty, and since you mention using custom templates, I'd recommend first checking if this particular device is using a custom template. If so, you might want to consider resetting it and then use a 3CX default template to provision it.

Also, have you happened to notice if these calls drop after a specific period of time?

 

[CFMtech]

From the log provided it seems the BYE SIP message was actually sent by the user's IP Phone. That said, if the user claims it was not them, it would most probably mean that it has something to do with the device.

Assuming the device is not faulty, and since you mention using custom templates, I'd recommend first checking if this particular device is using a custom template. If so, you might want to consider resetting it and then use a 3CX default template to provision it.

Also, have you happened to notice if these calls drop after a specific period of time?

Thanks for the response Chris. The specific user I outlined above IS using a custom template. I have gone through and reprovisioned them (along with their whole team) with the default grandstream template for testing. I will let you know the outcome.

The calls are NOT dropping after a specific time, I know when we originally rolled out this system a few years ago we did encounter an issue with calls dropping at a specific point in time, I cant remember the details offhand but I believe we ended up adjusting the RTM keep alive time, but please dont quote me on that. Either way, calls are dropping at random points throughout the calls.

I will update this thread after testing the default templates for a while today.

Thanks again,

 

[CFMtech]

Hello all,

We are still experiencing this issue, albeit less than before. I have switched the phones over to the default Grandstream template and still seeing reports of calls dropping. The most recent was just a few moments ago, here is a snippet from the logs:

09/30/2021 9:33:27 AM - Stop call record for leg L:5485.1[Extn:USER EXTENSION]
09/30/2021 9:33:27 AM - Removing leg L:5485.1[Extn:USER EXTENSION]
09/30/2021 9:33:27 AM - L:5485.1[Extn:USER EXTENSION]: Terminating targets, reason: SIP ;cause=200 ;text="Call terminated on user request"
09/30/2021 9:33:27 AM - Call(C:5485), Extn:USER EXTENSION on exit: DlgInfo(5485-3204/Terminated / I)
09/30/2021 9:33:27 AM - Call(C:5485), Extn:USER EXTENSION on entry: DlgInfo(5485-3204/Confirmed / I)
09/30/2021 9:33:27 AM - Notify dialog-info: Extn:USER EXTENSION: sip:USER EXTENSION@PHONE IP ADDRESS:5060, Call(C:5485)
09/30/2021 9:33:27 AM - Terminating L:5485.1[Extn:USER EXTENSION]
09/30/2021 9:33:04 AM - Leg L:5485.1[Extn:USER EXTENSION]: session is confirmed
09/30/2021 9:33:04 AM - Call(C:5485), Extn:USER EXTENSION on entry: DlgInfo(5485-3204/Confirmed / I)

Any suggestions on what to try/where to look to figure out why this is happening?

Appreciate it!