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v16 update 3 dropping outbound calls

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freshEF

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All,
I'm getting complaints since the upgrade when my users are making outbound calls, specifically when leaving voicemails.

When I look at the call log they're just dropping at around 16 seconds.

I'm using broadvoice as a provider, and everything has been good for about a year, but I did notice there was an update to broadvoice sip trunk, not sure if that would have anything to do with it.

Again, this is only happening while leaving a voicemail which has me scratching my head.
If the callee answers, it's no issue at all and you can talk as long as you want.
 
You might try plugging a usb headset into a PC and try answering a sample of calls via the web console. In theory, this would bypass the SBC completely if it's an issue. I'm not on-site to do this test.
 
Have you done of any the linux updates yet?

I have a bunch pending, that I'm afraid if nginx updates might break 3cx so I haven't tried them.
 
Yes did apt-get update and upgrade. Same results.
 
Have you done any OS updates to your SBCs since the update?
 
And also, are your SBCs linux?
We have mostly rPIs except at our main office which are Debian machines.
Have you tried a Windows SBC to see if you have any better results? I'm half tempted to try that tomorrow.
 
Yes all Linux. Combo of Pi's and Debian VM's depending on office size. Haven't tried Windows SBC yet. trying to avoid it, but I might try one at a smaller location having this issue.
 
Have you done all the Debian updates on the SBCs?
 
Hi @freshEF and @Jim Canfield

Does the issue happen only when calls go to voicemail for both of you? I would recommend start a tshark on the PBX to see which side is dropping the call and if there is anything strange with the communication. Also you could provision a phone using STUN to eliminate the SBC as the cause.
Technically speaking if the call is answered by a user or by a voicemail the communication with the PBX should be the same as they are both answered calls. The differences start when and if you need to send DTMF signals to the provider. Also 16 seconds sounds like a very random number to be PBX related.
Perhaps raising a ticket with our support department would be a better course of action so we can check this more closely and determine the cause.
 
This morning I am testing with a department of 3 people, who's main purpose is to make outbound calls, one I have set up with STUN, the other 2 are on a windows SBC with high verbosity on the logs, and I'll post an update in a little bit as to any success.
I have also set up 3 other people in a remote location on a windows SBC with high verbosity who are using a separate provider.
 
Annnnd, as soon as I posted this I get a 16 second outbound drop on a windows sbc.
 
YiannisH_3CX,
Is there anyway I can get an older download of the SBC, maybe on windows so I can test against the older version?
 
Don't proceed without a capture. Replicate your scenario while a capture is running and then go through it in WireShark. Some good points to look at while investigating:

1.) Who ended the call?
2.) What events happened before the call ended?
 
Thank you, but I was hoping for just the previous v16 version of the SBC, I don't think 15 will even work past 16u2.
 
JohnS_3CX said:
Don't proceed without a capture. Replicate your scenario while a capture is running and then go through it in WireShark. Some good points to look at while investigating:

1.) Who ended the call?
2.) What events happened before the call ended?
Click to expand...
The problem is, there is no certain way to replicate this, because I can call 50 times and it works fine, then maybe I wait 20-30 minutes and try again and it happens.
A lot of these calls our reps are calling right back and it works just fine.
 
We can now reliably reproduce this issue by parking a call then trying to park a second call. I've sent PCAPS from the SBC to support. Hope this helps.
 
We are also seeing outbound call drops after installing Update 3 on Linux. In our case we had an external number in a hunt group that is dialed if none of the extensions answers the call after 3-4 rings. As soon as the external number answers the call - the call is dropped after 2 seconds, you can only hear 'hello' and it's cut off. Before Update 3 this set up has been working for years. If I remove the external number from the group - eveything works. If I reboot 3CX - it works with the external number for some time and then the issue reoccurs
 
freshEF said:
The problem is, there is no certain way to replicate this, because I can call 50 times and it works fine, then maybe I wait 20-30 minutes and try again and it happens.
A lot of these calls our reps are calling right back and it works just fine.
Click to expand...
You can set your logs to verbose to collect some more information

You can also run tshark in the background, and when you catch one of those failed calls, stop tshark and grab the captures off the machine for analysis.
 
su27 said:
We are also seeing outbound call drops after installing Update 3 on Linux. In our case we had an external number in a hunt group that is dialed if none of the extensions answers the call after 3-4 rings. As soon as the external number answers the call - the call is dropped after 2 seconds, you can only hear 'hello' and it's cut off. Before Update 3 this set up has been working for years. If I remove the external number from the group - eveything works. If I reboot 3CX - it works with the external number for some time and then the issue reoccurs
Click to expand...

@su27 Can you provide detailed info on your setup?
https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/
 
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