Disconnect Issues

[andercom]

Hi, this one is stumping me. My Customer has a UCX 250 with 4 DSM 16's, T7316e's throughout. Everything has been updated recently as part of solving this problem. The symptoms are that a Que agent receives a call, but several times a day, can not release or hang up. One phone in particular seems to have most of the problems (5-10 times a day), so I have focused on that, but the problem is not necessarily exclusive to that phone. I have replaced the phone, the port (to a different port on a different DSM), erased and reprogrammed the extension.

After the changes, they still report a few calls not disconnecting (they have to unplug the phone for it to disconnect). I checked the system log files on the DSM 16, and found that that phone’s mac was listed in one of the lines. (5E9E30739F)

May 18 10:16:43 dsm16 asterisk[20557]: [May 18 10:16:43] ERROR[20658]: chan_dsm_rtp.c:312 dsm_channel_open: dsm_channel_open for port 6 failed - previous channel DSM/06-0000072d exists
May 18 10:16:43 dsm16 asterisk[20557]: [May 18 10:16:43] NOTICE[20658]: chan_dsm_rtp.c:636 RtpStop: Soft hangup of DSM/06-0000072d for port 6
May 18 11:01:43 dsm16 asterisk[20557]: [May 18 11:01:43] ERROR[20658]: chan_dsm_rtp.c:312 dsm_channel_open: dsm_channel_open for port 6 failed - previous channel DSM/06-0000073f exists
May 18 11:01:43 dsm16 asterisk[20557]: [May 18 11:01:43] NOTICE[20658]: chan_dsm_rtp.c:636 RtpStop: Soft hangup of DSM/06-0000073f for port 6
May 18 11:43:42 dsm16 asterisk[20557]: SM 5 stopped for TN 0045 - device type 5A
May 18 11:43:42 dsm16 asterisk[20557]: 16 license(s) - 6 used
May 18 11:43:42 dsm16 asterisk[20557]: SM 5 started for TN 0045 - device type 5A
May 18 11:43:42 dsm16 asterisk[20557]: SM 5: set ID = 5E9E30739F
May 18 11:43:42 dsm16 asterisk[20557]: 16 license(s) - 7 used
May 18 12:07:14 dsm16 asterisk[20557]: SM 5 stopped for TN 0045 - device type 5A
May 18 12:07:14 dsm16 asterisk[20557]: 16 license(s) - 6 used
May 18 12:07:14 dsm16 asterisk[20557]: SM 5 started for TN 0045 - device type 5A
May 18 12:07:14 dsm16 asterisk[20557]: SM 5: set ID = 5E9E30739F
May 18 12:07:14 dsm16 asterisk[20557]: 16 license(s) - 7 used
May 18 12:07:14 dsm16 asterisk[20557]: SM 5 - error 98 (Address already in use) binding socket to 10.10.28.53:20006
May 18 12:07:14 dsm16 asterisk[20557]: SM 5 stopped for TN 0045 - device type 5A
May 18 12:07:14 dsm16 asterisk[20557]: 16 license(s) - 6 used
May 18 12:07:19 dsm16 asterisk[20557]: SM 5 started for TN 0045 - device type 5A
May 18 12:07:19 dsm16 asterisk[20557]: SM 5: set ID = 5E9E30739F


A few of these same types of errors show up on other log DSM16 log files also for different MAC addresses. Does anyone know what direction to go on this?

 

[Tele-tech]

I've had Disconnect Supervision/Call Party Disconnect disappear off lines before. Maybe something similar? Might have to contact the telco and insist on them looking into it. Generally, they have no idea what that means and they'll tell you it's there, but I've had to go through several rounds of tech support to get someone to actually see that it wasn't.

 

[andercom]

Thanks for the suggestion. I will look into it, but I feel like it is unlikely due to this only happening to a few extensions out of 50 or so.

 

[telcodog]

What kind of trunking are you using......analog, digital or voip?

 

[andercom]

SIP trunk to allstream (local sip gateway on customer network)

 

[telcodog]

You're being confusing......you have an emetrotel UCX250 and sip trunks from Allstream so why a gateway?

Allstream is a certified sip trunk provider for emetrotel and is an option when setting the trunks up using the IP trunk Assistant so what are you using a gateway for?

 

[andercom]

I should have called it a SIP proxy, my bad, but actually, If I must explain, they were the ones that wanted to put that proxy in to provide service. Not me. I thought it was unusual also, and it's the only setup I have like that. It's most likely because the customer uses comcast for internet and Allstream to provide their MPLS circuits. The proxy is connected to the Allstream Adtran.

 

[emtsupport]

Nick,
This system appears to be under service. I'd like to suggest you open a support ticket with E-MetroTel.

These phones shouldn't act like that. Give us a chance to look at the system to see what's going on.

pnp

 

[andercom]

I have a ticket open with Callisto. We have packet capture running and are hoping for a call example durring the capture. I will update callisto if/when they can investigate.