Calls randomly dropped with BYE on SPA525G2 + 500S phones running 7.5.4. Please help!

[envisionitllc]

Hello everyone,

We're running 3CX v.11 SP4 with multiple admins answering the incoming calls on SPA525G2 phones with the 500S console. We're using a Grandstream GXW4108 gateway running the latest firmware connected to 7 PSTN lines. Several times a day, admins will take a call, put the call in one of the park slots using a programmed 500S button, and the call will be disconnected in less the 30 seconds before the intended recipient is able to pickup the parked call. The callers call back thinking they've been hung up on. It happens on all phones randomly.

Has anyone ever seen or experienced this? The client is becoming increasingly frustrated and therefore so am I. I'm working with 3CX engineers currently, but also wanted to know if anyone else has experienced?

Any insight or help would be greatly appreciated. If there's more info you need from me, please just let me know.

Thanks very much,

Nathan

Envision IT, LLC

[nseto]

Can you get a debug log of the call?

https://supportforums.cisco.com/docs/DOC-9862

Need to see if there's a BYE being sent in the SIP transaction between the phone and the proxy.

[envisionitllc]

nseto,

Thank you so much for the response, and I'm sorry for the delay in answering. I have all the options for debug set on the receptionist SPA525G2 with a 500S attendant console. I'll post the contents of a disconnected hold / parked call as soon as we have another confirmed.

Thanks again,

Nathan

Envision IT, LLC

[envisionitllc]

Nseto,

Here's a log of an incoming call that was parked and subsequently disconnected before anyone had the chance to pick it up. Let me know if you need more of the debug log. Thanks!

[0:5060]<<192.168.1.50:5060

NOTIFY sip:10@192.168.1.202:5060 SIP/2.0

Via: SIP/2.0/UDP 192.168.1.50:5060;branch=z9hG4bK-d8754z-785c3a5f4303d010-1---d8754z-;rport

Max-Forwards: 70

Contact:

To: "Reception"<10>;tag=5f2b4817689ab5d

From: ;tag=0332b455

Call-ID: 351b7651-2a7b53cd@192.168.1.202

CSeq: 34 NOTIFY

Content-Type: application/dialog-info+xml

User-Agent: 3CXPhoneSystem 11.0.28976.849 (28862)

Subscription-State: active;expires=52

Event: dialog

Content-Length: 557

confirmed

sip:SP1@192.168.1.50:5060sip:XXXXXXXXXX@192.168.1.50:5060

OP ext'd 15 3185

OP ext'd 15 3186

OP ext'd 15 3187

OP ext'd 15 3188

OP ext'd 15 3189

OP ext'd 15 3190

OP ext'd 15 3191

OP ext'd 15 3192

OP ext'd 15 3193

OP ext'd 7 598

OP ext'd 1 2147

[0:5060]->192.168.1.50:5060{314)

SIP/2.0 200 OK

To: "Reception"<10>;tag=5f2b4817689ab5d

From: ;tag=0332b455

Call-ID: 351b7651-2a7b53cd@192.168.1.202

CSeq: 34 NOTIFY

Via: SIP/2.0/UDP 192.168.1.50:5060;branch=z9hG4bK-d8754z-785c3a5f4303d010-1---d8754z-

Server: Cisco/SPA525G2-7.5.4

Content-Length: 0

[0:5060]<<192.168.1.50:5060

NOTIFY sip:10@192.168.1.202:5060 SIP/2.0

Via: SIP/2.0/UDP 192.168.1.50:5060;branch=z9hG4bK-d8754z-f4027a2b84431f5c-1---d8754z-;rport

Max-Forwards: 70

Contact:

To: <10>;tag=9b31f622aadd83f9i0

From: "INCOMING CALLER ID NAME";tag=326bea6d

Call-ID: YzIxNDhhNGNhNjUxYjY0MmRjNjg0ZTgwNjVkNDQyNzc.

CSeq: 3 NOTIFY

Content-Type: message/sipfrag

User-Agent: 3CXPhoneSystem 11.0.28976.849 (28862)

Subscription-State: terminated;reason=noResource

Event: refer

Content-Length: 18

SIP/2.0 200 OK

[0]CC:NewCallState 0/13

PHN_setAudioPath(0)

[0:0]AUD Rel Call

OP ext'd 7 599

OP ext'd 1 2148

[0:5060]->192.168.1.50:5060{352)

SIP/2.0 200 OK

To: <10>;tag=9b31f622aadd83f9i0

From: "INCOMING CALLER ID NAME";tag=326bea6d

Call-ID: YzIxNDhhNGNhNjUxYjY0MmRjNjg0ZTgwNjVkNDQyNzc.

CSeq: 3 NOTIFY

Via: SIP/2.0/UDP 192.168.1.50:5060;branch=z9hG4bK-d8754z-f4027a2b84431f5c-1---d8754z-

Server: Cisco/SPA525G2-7.5.4

Content-Length: 0

OP ext'd 6 491

OP ext'd 1 2149

OP ext'd 1 2150

[0:5060]->192.168.1.50:5060{373)

BYE sip:XXXXXXXXXX@192.168.1.50:5060 SIP/2.0

Via: SIP/2.0/UDP 192.168.1.202:5060;branch=z9hG4bK-8a711173

From: <10>;tag=9b31f622aadd83f9i0

To: "INCOMING CALLER ID NAME" ;tag=326bea6d

Call-ID: YzIxNDhhNGNhNjUxYjY0MmRjNjg0ZTgwNjVkNDQyNzc.

CSeq: 102 BYE

Max-Forwards: 70

User-Agent: Cisco/SPA525G2-7.5.4

Content-Length: 0

[0:5060]<<192.168.1.50:5060

SIP/2.0 200 OK

Via: SIP/2.0/UDP 192.168.1.202:5060;branch=z9hG4bK-8a711173

Contact:

To: "INCOMING CALLER ID NAME";tag=326bea6d

From: <10>;tag=9b31f622aadd83f9i0

Call-ID: YzIxNDhhNGNhNjUxYjY0MmRjNjg0ZTgwNjVkNDQyNzc.

CSeq: 102 BYE

User-Agent: 3CXPhoneSystem 11.0.28976.849 (28862)

Content-Length: 0

OP ext'd 1 2151

[0:5060]<<192.168.1.50:5060

NOTIFY sip:10@192.168.1.202:5060 SIP/2.0

Via: SIP/2.0/UDP 192.168.1.50:5060;branch=z9hG4bK-d8754z-84660b7b2b76ac20-1---d8754z-;rport

Max-Forwards: 70

Contact: <10>

To: "Reception"<10>;tag=cd465f3cc09207dd

From: <10>;tag=5717566c

Call-ID: 56ba4de8-c490921@192.168.1.202

CSeq: 55 NOTIFY

Content-Type: application/dialog-info+xml

User-Agent: 3CXPhoneSystem 11.0.28976.849 (28862)

Subscription-State: active;expires=52

Event: dialog

Content-Length: 566

terminated

sip:XXXXXXXXXX@192.168.1.50sip:10@192.168.1.50

[envisionitllc]

The issue has seemingly worsened, and it does appear the SPA525G2 + 500S phones are saying BYE to active calls. Now the issue is occuring when users making outgoing calls and when incoming calls are even muted. Is there anyone who's seen this behavior on these SPA phones? Or tell me where I should look next?

Thanks very much,

Nathan

Envision IT, LLC

[nseto · Accepted solution]

There's a NOTIFY that comes to the phone with the same Call ID as the BYE.    It says content type as message but with Event : refer.

When the phone sends the BYE during the other call drops, do you see this NOTIFY as well?

[envisionitllc]

nseto,

You were exactly on the right track. The Grandstream PSTN gateway had a silence timeout on phone calls set to 60 seconds. Incoming calls on hold or parked (no hold music) were being disconnected by the gateway causing the phones to lose the call. Outgoing calls were being disconnected when people were on silent hold for people they dialed. I very much appreciate your helping point me the right way in approaching this issue.

Nathan

Envision IT, LLC