Alcune chiamate in ingresso cadono dopo 32 secondi

[Elinea]

Salve, alcune chiamata (molte, ma non tutte) in ingresso cadono dopo circa 32 secondi.
Le chiamate in uscita invece non presentano nessun problena.

Il problema si è presentato da inizio settimana scorsa, precedentemente non si era mai verificato.

Il tecnico del firewall ci conferma che non ha apportato nessuna modifica su eventuali regole di sicurezza e nat, inoltre tutto quello che riguarda la fonia da e verso il server cloud dove è hostato 3cx è aperto.

Qualche consiglio?

Grazie.

Matteo

 

[MarcelloL_3CX]

Ciao Matteo,
sei certo che il centralino stia uscendo sull'IP pubblico che hai impostato su "Impostazioni" > "Rete" ?

 

[Elinea]

Sì, in network setting l'ip statico è stato verificato ed è quello che è assegnato alla macchina virtuale in cloud per questa istanza 3cx.
Dici che possa dipendere da quello? C'è qualcos'altro che posso controllare?

Grazie.

 

[MarcelloL_3CX]

devi cercare di capire se il problema è fra il trunk e il centralino o fra il centralino e gli interni
Se dall'esterno chiami una coda di chiamata e attendi, la chiamata resta in linea o cade?
e gli utenti cosa usano come dispositivo telefonico? app 3CX o telefoni IP? e se telefoni IP, sono via STUN o sono dietro SBC?

 

[Elinea]

Le chiamate cadono tra centralino ed interni, i telefoni (Yealink t21pe2 e T46) hanno stun attivo e non sono dietro a SBC.
Aggiungo che quando la chiamata cade, al chiamante (esterno) resta attiva con audio muto, mentre nell'interno del cliente 3cx si interrompe.
Il problema si presenta anche tra chiamate interne, sempre 32 secondi circa.
Grazie.

 

[MarcelloL_3CX]

hai differenziato le porte SIP ed RTP dei telefoni e creato le rispettive regole di NAT sul firewall dove si trovano i telefoni?

 

[Giuseppe.IA]

SIP-ALG?

 

[CBL]

In genere il problema è da ricercarsi nel firewall. Sip-Alg come dice giustamente Giuseppe. Ma non solo, potrebbero essere anche altri settaggi non idonei.

https://www.3cx.it/blog/docs/timer-sip/

 

[Elinea]

hai differenziato le porte SIP ed RTP dei telefoni e creato le rispettive regole di NAT sul firewall dove si trovano i telefoni?

si, fatta anche questa

 

[Elinea]

In genere il problema è da ricercarsi nel firewall. Sip-Alg come dice giustamente Giuseppe. Ma non solo, potrebbero essere anche altri settaggi non idonei.

https://www.3cx.it/blog/docs/timer-sip/

grazie per il link,

ho fatto anche un test firewall e passa tutto, oggi comunque sarò in sede cliente per verifiche.

Collegherò i telefoni dietro un secondo router, bypassando quindi firewall e switch del cliente.

• resolving 'stun-eu.3cx.com'... done
• resolving 'stun2.3cx.com'... done
• resolving 'stun3.3cx.com'... done
• resolving 'sip-alg-detector.3cx.com'... done
• testing 3CX PhoneSystem 01 SIP Server... done
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• testing 3CX PhoneSystem Media Server... done
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  • starting service... done

 

[Elinea]

aggiorno il thread in base a quanto riscontrato in sede cliente:

- il problema si presenta solamente quando un interno fa il pickup di una chiamata in ingresso.

- se la chiamata viene presa direttamente da un interno che squilla (no pickup) non cade.

- se la chiamata viene trasferita in corso di conversazione ad altro interno, non cade.

Riassumendo, cade soltanto a seguito di pickup dopo 32 secondi.

Suggerimenti?

 

[Elinea]

Allego tracciamento chiamata con pickup

 

[Giuseppe.IA]

Ciao se 3CX è in cloud è normale che il test del firewall vada a buon fine.
Devi invece controllare il firewall della rete in cui si trovano i telefoni. In particolare devi disattivale la voce SIP-ALG se presente

 

[Elinea]

Ciao se 3CX è in cloud è normale che il test del firewall vada a buon fine.
Devi invece controllare il firewall della rete in cui si trovano i telefoni. In particolare devi disattivale la voce SIP-ALG se presente

già verificato.
Abbiamo anche bypassato completamente la rete interna e abbiamo connesso i telefoni direttamete al router.
Abbiamo anche provato a sostituire il router con un modello di marca differente.
Credo non sia un problema sulla rete locale in pratica.
Oltretutto la problematica si è presentata da lunedì della settimana scorsa su tutti i centralini e la problematica si presenta esclusivamente nel caso di pickup di una chiamata.
Ci sono stati aggiornamenti firmware recenti?
Quali sono le impostazioni da verificare sulla configurazione del pbx?

 

[CBL]

Ciao,
può darsi che non ci sia niente che non vada lato 3CX PBX. Giusto stamattina mi ha chiamato un cliente cha ha una linea ISDN derivata da un router Clouditalia/Iredeos. Anche scollegando la linea dal PBX (di tipo tadizionale) e collegandola direttamente ad un telefono ISDN (quindi solo router Irideos + telefono) succede che la linea cade dopo circa 32 sec. Per il momento è stato aperto un ticket di supporto presso Irideos.Vedremo....