Avaya to Genesys trunk - intermittent 32 second call drop

[gizbri]

We are having an issue with outside calls being dropped when going to our Genesys system via a trunk from the Avaya SBC. Calls to Avaya phones are not experiencing this issue. This happens inconsistently, to Genesys endpoints and the Genesys IVR. Support on both systems are working on the issue but so far have not been able to resolve. Any ideas?

Thanks
Brian

 

[joe2938]

what does a list trace tac show?

 

[janni78]

Are they going directly from SBC to Genesys? Not via CM/SM ?

"Trying is the first step to failure..." - Homer

 

[gizbri]

The SIP trunk is from SBC to the Genesys SIP server. We captured dropped calls yesterday showing the CM sending the BYE message after 32 seconds.

 

[szukalabartosz]

what version of SBCE do you use?
We had similar issue with SBCE 6.3 SP5. SP6 solved it.

https://downloads.avaya.com/css/P8/documents/101023675

Regards,
Bartosz

 

[G van Hamburg]

I’d say CM is waiting for an ack or something and is not getting it. Then after 30 seconds CM disconnects. Make a call and let the other party hang-up. If the line stays open on CM side, signaling is not working as it should.

Plan your work............Work your plan