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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.
 
Ok it sounds like your issue is easily reproducible.

Can you set your logs to verbose (Activity Log section > Settings) and also run a capture while simulating the problem?

This should really show who is ending the call and possibly reveal the why
 
Well, making some progress with twilio support. 3CX support has gone completely dark on this issue.

Here's what we are finding so far:

The calls are being dropped because of no-audio. Comparing the SIP capture of a good call and a bad call, we can see there is a second INVITE on the working calls. The calls with no audio have only one INVITE. Very strange that a second INVITE even appears. Something has definitely changed. I'll post updates as I get them.
 
Jim Canfield said:
Well, making some progress with twilio support. 3CX support has gone completely dark on this issue.

Here's what we are finding so far:

The calls are being dropped because of no-audio. Comparing the SIP capture of a good call and a bad call, we can see there is a second INVITE on the working calls. The calls with no audio have only one INVITE. Very strange that a second INVITE even appears. Something has definitely changed. I'll post updates as I get them.
Click to expand...

Thanks for the update.
 
I also just want to add that I re-provisioned a users phone with a standard non custom template and still having the issue. Using Yealink T46s phones.
 
JohnS_3CX said:
Ok it sounds like your issue is easily reproducible.

Can you set your logs to verbose (Activity Log section > Settings) and also run a capture while simulating the problem?

This should really show who is ending the call and possibly reveal the why
Click to expand...

thank you @JohnS_3CX, we might have sussed the issue. My colleague suggested that we should try adding more codecs to the trunk config and calls could be dropped if codecs can't be negotiated. Since we did that the problem has gone. It might be coincidence because everything was working fine with original codes and update 2. but we shall see
 
Still dropping after adding all codecs.To the trunks.
 
In your capture, you should see what codecs the provider accepts (especially important if not a supported provider). Usually G.711 is almost universally accepted.

For outgoing calls, if no common codecs were agreed we would not terminate the call (it would just have no audio). Same for incoming (unless the provider choses otherwise).

I think you need to look at the logs and captures to determine who cuts the call and then we can look at the why.
 
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@Jim Canfield

Do you have Supports Re-Invite enabled on your trunk?
 
I personally do not have re-invite enabled on my trunks, It's never been.
All the calls I've looked at looks like the callee is sending BYE.
When I run a report for all these short calls they all say the callee has terminated the call.
 
JohnS_3CX said:
Ok it sounds like your issue is easily reproducible.

Can you set your logs to verbose (Activity Log section > Settings) and also run a capture while simulating the problem?

This should really show who is ending the call and possibly reveal the why
Click to expand...

Hello @JohnS_3CX

Update. I was wrong suspecting the issue to be codec related. Everything worked fine for a few hours and it has started dropping calls again. I enabled verbose logging and captured the log

How can I send it to you? There are many files and some contain sensitive info
 
So I have just heard back from Broadvoice support.
What they have told me is they are not seeing ACK packets after they send a 200 OK which is why the calls are dropping.

They have sent me a PCAP from their end which shows this, who/where can I send this?
 
Hello,

I'd like to add that we have been receiving similar complaints from some of our user base after updating PBXs/SBCs to v16 update 3 earlier this month.

There are two scenarios most complained about.

The 1st is outbound calls to a voicemail box which drop before they can leave a message.
The 2nd is random drops in the middle of a call on inbound calls which came through a queue.

Background information, all three of the PBXs for which we are receiving complaints are hosted on GCP, on v16 update 3, use SBCs on update 3, use Vitelity SIP trunks, and use Yealink T4xx phones.

All of the SBCs are on rPi, except for one which is on a dedicated Windows 10 PC. The site with the Windows 10 SBC is so far the only one complaining about inbound middle-of-conversation call drops, which for them happens multiple times per hour.

I'm just beginning to troubleshoot/diagnose these issues and I will report back with any findings.
 
contoured said:
Hello,

I'd like to add that we have been receiving similar complaints from some of our user base after updating PBXs/SBCs to v16 update 3 earlier this month.

There are two scenarios most complained about.

The 1st is outbound calls to a voicemail box which drop before they can leave a message.
The 2nd is random drops in the middle of a call on inbound calls which came through a queue.

Background information, all three of the PBXs for which we are receiving complaints are hosted on GCP, on v16 update 3, use SBCs on update 3, use Vitelity SIP trunks, and use Yealink T4xx phones.

All of the SBCs are on rPi, except for one which is on a dedicated Windows 10 PC. The site with the Windows 10 SBC is so far the only one complaining about inbound middle-of-conversation call drops, which for them happens multiple times per hour.

I'm just beginning to troubleshoot/diagnose these issues and I will report back with any findings.
Click to expand...
We do have a semi-work around going at the moment.
We have a Flowroute secondary trunk, we switched over to their New Jersey POP (Our 3CX also hosted in NJ) It only has a 2ms response time.
To me according to what Broadvoice has told me they're not getting the ACK packet so they're terminating the call, so maybe 16u3 is lagging in sending this? Maybe the low response of Flowroute is making up for any extended delay on sending ACK ?
I have even switched from Broadvoice's Boston POP to LA and saw a few drops today on Broadvoice trunk, none on Flowroute.
 
@freshEF

This is one of those special cases where you need a dual capture via the help of your provider:

  1. The provider runs a capture on their side
  2. You must also run a capture on your side
  3. The two captures are compared and time matched to see where the ACK has gone

Some questions to help with troubleshooting:
  • Does the PBX get the 200 OK too late and sends ACK too late?
  • Does the timing look OK and ACK sent on time but the provider never receives it?
  • Does the ACK never get sent to the provider IP at all?
The above should help differentiate if the problem is more on the network/firewall part, or on the PBX/provider side. Isolate this, and then you know whether you need to address your ISP/firewall vendor or you neet you address us/your trunk provider.
 
Just wanted to circle back on this. 3CX support finally confirmed this issue and is patching on the next update. They have been manually patching the systems I have for now. Let's hope we don't get anymore updates like this! What a painful process.

I will update this thread if the call drop issues continue after the patch. Hopefully someone at 3CX support with chime in and explain what happened.
 
Jim Canfield said:
Just wanted to circle back on this. 3CX support finally confirmed this issue and is patching on the next update. They have been manually patching the systems I have for now. Let's hope we don't get anymore updates like this! What a painful process.

I will update this thread if the call drop issues continue after the patch. Hopefully someone at 3CX support with chime in and explain what happened.
Click to expand...
I too have received the patch and it's been perfect. knock on wood
 
How do we get the patch? We updated from v16u2 to v16u3 over a week ago, but today I'm getting a lot of complaints of outbound calls dropping a few seconds after the voicemail picks up. I tested myself and while it's not every call it's happens frequently
 
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