When some calls in to a DID that isn't assigned, it goes to the IVR and as soon as the caller makes a choice that rings an extension, it hangs up. The dialed extension may chirp or just turn on the backlight. I have the IVR key press events of: 0 -> Extension 100 (Operator), 1 -> Dial by Name, 2 -> a ring group, 3 -> a queue. I allow caller to dial extension directly. My extensions are all 3 digit extensions starting with 200. When I dial into the IVR from an extension by dialing 6500, everything seems to work fine. This only seems to happen with an inbound call, which is coming in via a SIP trunk.
Can you provide a download link for the pcap logs of this issue?
Go to S20 web GUI -> Maintenance -> Troubleshooting -> Ethernet Capture Tool Click Start:
Replicate the problem
Click Stop then download the logs and upload it here.
Thanks for your help. I hope this link works.
I found from the pcap logs that S20 try to send re-invite packet to the SIP trunk provider and the SIP trunk provider response with 481 call/transaction doesn't exist and that caused the S20 cut off the call.
My suggestion is to disable re-invite in S20's SIP advance settings and check if that help. See below screenshot:
Note: Disable the Re-Invite may affect your fax service over the SIP trunk.
No joy. I changed that setting and it acts exactly the same. I uploaded another pcap in case:
Thanks for your help,
I submitted a ticket to the support and they suggested I turn off the setting "Send P Asserted Identity". That seems to have done the trick and everything is working as expected. I wish I could remember why I enabled that setting, most likely just tinkering after troubleshooting a different problem.
Thanks again for your help.
Glad to know that helps, I think it is Send P-Asserted Identity setting caused the Re-invite and cause the issue. Thanks for sharing results with us.