v16 update 3 dropping outbound calls

[freshEF]

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.

 

[AWS2P]

is it incoming calls dropped after 16s only if forwarded to VM ?
if so did you set quotas ? or do you have enough space to register voicemail?

 

[freshEF]

No, it's outbound calls, so for example if I called your cell phone, and it went to voicemail, and I was in the process of leaving you a voicemail FROM my 3cx system.

 

[AWS2P]

incoming calls are not dropped at all?

Are you sure it's not the callee voicemail who drops the call and not 3CX? do you test always calling same number or is it same with all numbers you dial out?

do you have set log to verbose and see what's in?

 

[freshEF]

Incoming calls are perfectly fine.
And I've just heard from some users, this is actually happening on both our Broadvoice trunk and Flowroute.

These outbound calls are not lasting longer than 16 seconds, and when I run a call report on that that number they're all showing:
Terminated by the callee.

 

[leejor]

So the calls are dropping when leaving voicemails on...certain mobiles? If the called party answers instead, then does the call stay up? Are the numbers to mobiles of one particular provider? If so, then I would get your provider and the mobile company involved. Maybe use Wireshark to give yourself some backup as to what is happening.

 

[freshEF]

It's a very strange issue, doesn't appear to be tied to a certain carrier. It's just frustrating as this system has been running flawless for like a year now.

 

[AWS2P]

but in a year, lot of updates change the pbx and provider side ??

 

[Jim Canfield]

Are you behind a SBC?
Are you parking any of the calls that are being dropped?

Currently working heavily with Twilio on this same issue, but from what I can tell so far, it's not a carrier issue. They have been fantastic to work with. According to the diagnostics we are pulling, the 3CX side is doping the calls. Going to start packet capture on my sbcs tonight and see if that will shed any light on the issue. I'm starting to suspect some sort of REFER issue. Let's hope this gets figured out soon. I'm getting calls across the board.

 

[freshEF]

Are you behind a SBC?
Are you parking any of the calls that are being dropped?

Currently working heavily with Twilio on this same issue, but from what I can tell so far, it's not a carrier issue. They have been fantastic to work with. According to the diagnostics we are pulling, the 3CX side is doping the calls. Going to start packet capture on my sbcs tonight and see if that will shed any light on the issue. I'm starting to suspect some sort of REFER issue. Let's hope this gets figured out soon. I'm getting calls across the board.

Yes we are using SBCs, at every office. Inter-pbx calls are not dropping though, which is strange and mainly why I haven't been looking at the SBCs as a source of the issue.

 

[Jim Canfield]

Same. I'm just trying to figure out that commonalities. Everything points to SBC. Where are you hosting? I'm on AWS (100%).

 

[freshEF]

Linode

 

[freshEF]

Have you tried "Push Config" to the SBCs after the update?

 

[Jim Canfield]

Yes. Interestingly, I have one customer with 9 SBCs and not having the issue at all. All the SBCs are on version 386. The rest are on 390.

what version are you on?

 

[freshEF]

All of them are on 390.
So is the customer not affected not on .390 ?

 

[Jim Canfield]

Correct.

But I started having this issue on 383 (I believe). Most customers never even had 386 installed.

 

[freshEF]

One thing we just did now, we pushed config to our SBCs, but also in our sip trunk, we changed transport protocol to UDP, and we are no longer able to reproduce, we must have done 50 calls alternating between 2 cell phones, no drops. But not sure if that could also be because everyone left for the day.

 

[freshEF]

Spoke too soon, never mind, just tested once more and it dropped at 16 on the dot.

 

[Jim Canfield]

Do you have a capture running on your SBC? I'm not seeing the 16 second drop, just random drops...at least the seem to be random. Nothing is random in my experience!

 

[freshEF]

I don't have a capture running. But yeah, they're all 16 second drops, but not every call. A lot are working just fine.