topic Re: Unable to hold call in Webex Calling in Webex Calling

Unable to hold call in Webex Calling

pravin.muthu@vads.com — Thu, 14 Mar 2024 08:41:42 GMT

I have configured webex calling via local router and calling service is working fine but apparently unable to hold call, when I choose hold tab call is ended. Is there any setting need to change or amend, please help

Re: Unable to hold call in Webex Calling

Jonathan Schulenberg — Thu, 14 Mar 2024 09:39:23 GMT

You need to pull debugs from the LGW to determine who isn’t happy - WxC-MT, the LGW, or the carrier. The SIP dialog will usually have a pretty clear sequence of events: something sent a request/response that something else didn’t like so the latter kills the call. Standard SIP troubleshooting. Once you understand what the triggering event is you can usually adjust the CUBE/LGW config to compensate.

Re: Unable to hold call in Webex Calling

pravin.muthu@vads.com — Fri, 15 Mar 2024 02:37:27 GMT

TQ Jonathan, let me pull debugs LGW and check the logs

Re: Unable to hold call in Webex Calling

pravin.muthu@vads.com — Wed, 20 Mar 2024 09:46:44 GMT

Hi Jonathan

After run the debug, indicate that below error. I have attached a log with some debugs

*Mar 19 05:33:11.430: //21725/DBFAD8CDB7E0/SIP/Msg/ccsipDisplayMsg:

Received:

SIP/2.0 403 Forbidden

Via: SIP/2.0/UDP 10.22.213.68:5060;branch=z9hG4bK1FBE1276

Call-ID: asbcgdr6de5drjtetj66fprpis3sfjjredss@ATS.rcatshw01.ims.tm.com.my.155

From: sip:0388939947;phone-context=ims.mnc153.mcc502.3gppnetwork.org@ims.mnc153.mcc502.3gppnetwork.org;user=phone;tag=194FD11E-1C9F

To: sip:Anonymous@ims.tm.com.my;tag=5pj665jg-CC-155

CSeq: 102 INVITE

Warning: 399 198.18.9256.ATS.rcatshw01.ims.tm.com.my.155.451.0.0.0.0.0 "The user doesn't have hold ability". I have attached the debug logs

Content-Length: 0

Caller: 0125597304

Callee: 0388939947 -> route to 0388939940

timestamp (with timezone) : 1.30pm (GMT +8 Kuala Lumpur)

Call Flow-> Call comes from 0125597304 PSTN to Local Gateway Webex Calling 0388939947 -> Route to Call Queue-> assign user in control hub-> Webex App-> ringing-> Accept Call-> Put on Hold-> Call End

Re: Unable to hold call in Webex Calling

Jonathan Schulenberg — Wed, 20 Mar 2024 17:45:03 GMT

The error you show above was generated by the upstream provider, not Webex Calling. Webex Calling sent the Local Gateway a Re-INVITE at 05:33:11.327 with a=sendonly. CUBE generates an equivalent Re-INVITE toward the provider at 05:33:11.332 which sends the 403 response you pasted above.

This is a standard SIP SBC interworking issue. You need to understand what the provider expects to happen in this scenario and adjust the CUBE config - likely using a SIP profile - to manipulate the headers or SDP to conform with their expectations. One possible solution is to force a=sendonly back to a=sendrecv; see the Example: Modify Audio direction "Audio-Attribute" heading in the linked document.

Re: Unable to hold call in Webex Calling

pravin.muthu@vads.com — Thu, 21 Mar 2024 06:50:38 GMT

Hi thanks for share info, May I know where to check in Webex settings for call holding is enabled?

Re: Unable to hold call in Webex Calling

pravin.muthu@vads.com — Thu, 21 Mar 2024 06:54:21 GMT

Thanks Jonathan, Im checking with TSP to identify which parameter in the invite is not supported by them.

Re: Unable to hold call in Webex Calling

Jonathan Schulenberg — Thu, 21 Mar 2024 18:18:34 GMT

That was spam; ignore it. There's nothing to check on the WxC-MT side.

Re: Unable to hold call in Webex Calling

pravin.muthu@vads.com — Fri, 22 Mar 2024 04:41:51 GMT

Hi Jonathan

Call Hold is working now after ITSP enable call hold function to this 038893XXX.We are able to put call on hold 9940 but following DID’s 9941 & 9947 2^nd call hold attempt is drop. We are still checking with ITSP to validate the parameter. No changes from our end to LGW

Call to 0388939940 : 1^st hold success, 2^nd hold success, 3^rd hold success

Call to 0388939941 : 1^st hold success, 2^nd hold drop

Call to 0388939947 : 1^st hold success, 2^nd hold drop