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Cannot resume/end pstn call that has been placed on hold?

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Highlighted
Alex_Dunlop
Occasional Contributor

Hi All,

 

A weird issue we've had when doing some testing on a tenant.

 

They have direct routing in place with an Audiocodes vSBC and BT SIP trunks.

 

If we place a call in from a mobile to a user's ddi then place the call on hold in the teams client we cannot then resume or end the call. 

 

If we do this on an IOS teams client however it works.

 

We seem to only have this issue with the PC client. I have also eliminated the network by trying it on my home environment.

 

Anyone had this?


Alex

6 Replies

@Alex_Dunlop - When trying to resume the call or end the call what happens? Does the client not let you perform the action. Are you seeing any behavior in the SBC logs whilst attempting these actions (it should attempt to do a REFER etc.)

@Lee Ford thanks for the response.

 

When trying to resume the call you cant, if you click resume nothing happens and a little popup just shows regarding the audio device.

 

From looking at the SBC log I can see we get many 481 Call Leg/Transaction Does Not Exist messages between the client and MS.

 

However doing the same trace with a mobile client and performing the hold and resume we dont see any 481 messages.

 

I'm going to perform a more detailed trace and see if anything else shows up.

 

Alex

@Lee Ford Here's an example call and syslog from the audiocodes. It seems like when the client places the call on hold its almost as though the original call then ends, (i see a bye message) then when you try to retrieve that call off hold there is a 481 Call/Transaction Doesn't exist message.

So the original call looks to be put on hold to transfer to a 3rd party? I can see the REFER from Teams which is accepted, Teams then sends a "user initiated" BYE message, before the INVITE to the 3rd party arrives. What is strange is the 3rd party call to the SIP provider is where the 481 occurs, not with Teams - which is strange.

Just to confirm, you have added the "Teams REFER" rules in to your SBC IP 2 IP routing rules?
Yep the REFER rule is in place.

What's odd is when you place the call on hold the client seems to briefly flick as if its gone to a new call. Which is maybe where that BYE message is coming from?

Further to this, after much testing and tweaking i've now managed to get a little further. After changing some options in the SIP trunk IP Profile i've now got hold and retrieve working, but i don't get music on hold now.

 

I'm pretty sure this is a SIP trunk issue, i've reached out to the carrier to see if they have any ideas.

 

I've put a screenshot down below of the IP profile tweaks i've made.

 

Alex 

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