Forum Discussion

Peter Longley's avatar
Peter Longley
Iron Contributor
Jul 06, 2017

Call drop out no errors\warnings

We have been having various intermittent call drop outs when placing outbound calls.   A total of around 17 people are using the SfB Cloud PBX solutions to make PSTN calls outbound and randomly a c...
Cloud PBX
Monitoring & Reporting
PSTN Calling
Voice
MarkVale's avatar
MarkVale
Iron Contributor
Jul 07, 2017

Hi

 

There is some troubleshooting you can perform your side. On a client that has experienced this issue grab the UCCAPI log from %localappdata%\Microsoft\Office\1X.0\Lync\Tracing folder and use Snooper from the Skype for Business Server Debugging Tools https://www.microsoft.com/en-us/download/details.aspx?id=47263 to parse the log into system and SIP messages. Find the problem call and see what errors are coming back.

 

You may find it could be a SIP problem, it could be a restriction of somekind maybe on the firewall if SIP ALG or DPI has been enabled for instance. Could be a NAT issue, all kinds of things. 

 

You may need to get wireshark out too.

 

If your users use a Web Proxy Server for internet access, this can also affect Skype Online

 

Basically you've got to be sure that it isn't your environment that is causing it. Microsoft support can only help if the problem can be identified within their network and cloud, and the chances of things being their fault are probably lower than the chances of it being some kind of nuance in yours.

Resources