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S20 IVR hangs up, extension may take notice

James Leon

August 14, 2017 21:03

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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.

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6 comments

• 0
  
  Oscar Colka August 15, 2017 11:37

  James,

  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.

• 0
  
  James Leon August 15, 2017 23:44

  Thanks for your help.  I hope this link works.

  https://www.dropbox.com/s/tc3na7baejf8xs5/packetcapture.tar?dl=0 

• 0
  
  Oscar Colka August 16, 2017 01:22

  Hello James,

  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.

  
   

• 0
  
  James Leon August 16, 2017 16:23

  Hello Oscar,

  No joy.  I changed that setting and it acts exactly the same.  I uploaded another pcap in case:

  https://www.dropbox.com/s/lzdqowtb1xo2j5z/packetcapture%20%282%29.tar?dl=0

  Thanks for your help,

  Jim

• 0
  
  James Leon August 18, 2017 16:20

  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.

• 0
  
  Oscar Colka August 20, 2017 01:48

  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.