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New Contributor

Calls Cut Off After 15min

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All,

Got an interesting situation; We've got a NetVanta 7100 installed with 7 IP 712 phones running off of it. When a call runs longer than 15min, the 7100 terminates the call. We've talked with the SIP provider, and their records show that the BYE message originates from the 7100. I've gone through all the CoS profiles, and I don't see a field there that specifies that calls can only last a certain amount of time.

Is there somewhere I should be looking to investigate this?

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Anonymous
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Re: Calls Cut Off After 15min

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That option in the GUI corresponds to the ip rtp firewall-traversal reuse-nat-ports command. If the reuse option is set, then the 7100 should stay with the same ports for a given call ID/SDP session ID.

Just for the sake of clarity, I was looking at the first call to xxx-241-7203 in the debug file you originally supplied.  In that debug the call comes up with the following details:


x.x.132.230 (7100) sends audio to x.x.240.66 (Metaswitch) on port 28394


x.x.240.66 (Metaswitch) sends audio to x.x.132.230 (7100) on port 50460



Then after 15 minutes, the Metaswitch sends a re-INVITE with the same SDP to serve as a keep-alive. The 7100 responds back with a 200 OK with SDP asking to receive audio on a new port (50480).  So the new call should be up with these details:


x.x.132.230 (7100) sends audio to x.x.240.66 (Metaswitch) on port 28394


x.x.240.66 (Metaswitch) SHOULD BE sending audio to x.x.132.230 (7100) on port 50480



The response you posted above indicated they were expecting the 7100 to send audio to the Metaswitch on port 50480, but it should have been the other way around. The Metaswitch should be sending audio to the 7100 on that port (50480).

Here are our suggestions to move forward with this issue:

  • Upgrade the IP 700 firmware to at least R2.3.0.  The current version running is not supported and may be contributing to the problem. 
  • Upgrade the 7100 to R10.9.2.
    • This may not resolve this specific issue, but you mentioned downgrading because of the TLS issue.  The TLS fix is included in R10.9.2. If we are going to look at a new debug, especially to investigate any potential issues, it would be best if you were running this later version.
  • Ensure the Metaswitch and the 7100 are configured according to this guide:

If after performing the steps above the issue is still occurs, a packet capture on the WAN of the 7100 would be the next step as the SIP provider suggested.  This would be the best bet to confirm what is truly happening.  It is imperative this be done in conjunction with the same debugs running on the 7100 again. I would suggest doing it when there is minimal traffic to help minimize the file size of the PCAP. If you can gather the packet capture, new debugs, and the current configuration I would be happy to review them.  You will need to submit them all in a .zip to the FTP server with the instructions in my earlier response on this thread.  When the issue is recreated it would also help to document if a party gets one way audio, and if so which side.

Thanks,

Matt

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Contributor III
Contributor III

Re: Calls Cut Off After 15min

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This may be a firewall issue.  You may need to set some ip policy-timeout statements to allow the calls to go longer than 15 minutes.  This may be for the IP phone, or it may be for the provider if you are using a SIP trunk.  I would try maintaining a call from one extension to another on the same LAN to see if the call goes longer than 15 minutes. 

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New Contributor

Re: Calls Cut Off After 15min

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We did verify that we could sustain a call longer than 15min for local calls, but not for long distance. We've verified with the SIP provider that the BYE is originating from the 7100. We also did extend ip policy-timeout to eight hours to try and resolve it.

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Anonymous
Not applicable

Re: Calls Cut Off After 15min

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I concur with that at the surface this sounds like a firewall issue.  Are their any other network elements in this topology or just the phones connected directly to the 7100?  Does the Internet connection terminate in the 7100?  Can you gather the output from a debug voice verbose and a debug sip stack messages both enabled at the same time and submit it along with the current configuration to the FTP server with the instructions below?  If there is a lot of traffic a 15 minute debug is going to be huge, so if possible I would recommend doing this test after hours when there is minimal traffic.


Open Internet Explorer web browser on their PC
Type the following URL:  ftp://ftp.adtran.com


Press the Alt key, click View, and then click Open FTP Site in Windows Explorer


Double-click the "Incoming" folder
Drag and drop files from PC into the Internet Explorer window


Reply to this post with the exact filenames used so we can retrieve the files


Thanks,

Matt

Honored Contributor
Honored Contributor

Re: Calls Cut Off After 15min

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If local firewall tweaks don't fix it, in your trunk facing the SIP provider, try either:

sip-keep-alive info 300

or

sip keep-alive options 300


This will cause a SIP message every five minutes (300 seconds) on active calls which will refresh session data on any intermediate firewalls or SBC devices that the call is still up. 


Alternatively, if you have such a statement now, especially with a value of 900 seconds, remove it. A downstream long-distance provider might not be responding properly.

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New Contributor

Re: Calls Cut Off After 15min

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Hi guys,

I'm having exact same problem after changing a defective unit, reloaded configs and updated firmware but can't resolve the 15 minute call issue.

Tried tweaking firewall and sip keep alive but no results.

Did you find the cause and solution to problem?

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New Contributor

Re: Calls Cut Off After 15min

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I originally didn't have keepalives on the trunks, but I do now, but the problem still persists. I'm starting to think that this MIGHT be a long-distance calling issue, but I can't say for certain yet. We were trying to recreate this issue last week with no success, then yesterday it did it again when I wasn't in a position to watch the call.

There will be another call tomorrow where we suspect that it'll happen again, and I'll be watching then; I'll post debug and config then. To compare with Integra, the 7100 is running on 10.7.1 because of an issue with 10.8 and mail servers using START-TLS.

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Anonymous
Not applicable

Re: Calls Cut Off After 15min

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Once I can see the debug output and the the configuration we should hopefully be able to find the issue.  Make sure to let me know the answer to these questions too:

Are their any other network elements in this topology or just the phones connected directly to the 7100?  Does the Internet connection terminate in the 7100?

Thanks,

Matt

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New Contributor

Re: Calls Cut Off After 15min

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There are other elements in the network topology, but the phones connect to the 7100 directly. The ports are configured as trunks because we have end-user equipment hooked up to the phones. The internet connection terminates on the 7100. If it will be helpful, I can produce a visio of the network layout.

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New Contributor

Re: Calls Cut Off After 15min

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I got a debug of the issue happening; the station that was doing the calling was extension 2003. They were calling xxx-241-7203, starting at around 3:01pm MST, finishing about 3:45pm MST. The calls cut off roughly around 3:16 and 3:31pm.

Message was edited by: matt - removed debug and sensitive information from post