Conference Bridge drops some digital internal calls after 10 minutes

[Phone Guy 33]

I've got a IP500 V2 11.0 with VMPro and it sporadically drops some internal users after roughly 10 minutes. Remote site ip calls have not been affected but there are few calls made this way.

All the internal phones are digital (9508) that are dropping. Trunks are PRI and otherwise stable. External callers are not affected and the bridge remains open. The dropped users can immediately dial back in and may or may not get dropped 10 minutes later. There are no licensing or resource contention issues. I haven't been able to catch the event with Monitor open. I'm at a loss, any ideas?

Thanks,
Jack

 

[teletechman]

Are you calling a DID or a short code to access the bridge? Who is your provider if you call the DID? I have had this issue with a number of customers and found that they were calling the DID not the SC, which meant that they were hair-pinning the call and the audio dropped after exactly 10 minutes.
Mike

 

[Phone Guy 33]

I'm still working on getting exactly what the users are dialing but my guess is the DID. The internal IT team has tested with the SC and that seems to work ok. I believe COGENT is the provider. Was there a resolution other than dialing the SC? We've had it set up this way for years and it has worked fine up till about a month ago.

 

[teletechman]

Not that I found it is a provider upgrade I believe. We fixed it by having them dial the SC.
Mike

 

[critchey]

I had the same issue and the same solution. Customer was dialing into the DID, so out the system to come back in, and it caused issues. He wanted me to change something to make it work... I told him you have 2 options, 1 is dial SC, 2 is pay me to find a solution to a problem you are creating for yourself and may not have a solution. Needless to say he opted for the cheap/easy option and it resolved.

Don't be afraid to tell a customer something is happening because they are doing it wrong.

The truth is just an excuse for lack of imagination.