Elyat197 Posted August 11, 2022 Report Posted August 11, 2022 (edited) New to Kazoo so please excuse me if I'm speaking jibberish here. As far as I'm aware lines at all of our locations work great with two exceptions. Two lines in the same office are able to make outbound calls but inbound will ring once (they hear nothing) and then go to voicemail. When I view the SmartPBX app I can see the calls making to those numbers and their associated logs. Is there information within those logs which may help explain what's going on? Unfortunately I'm about 1000 miles away from the phones themselves but I'm assured DND is not enabled. As stated above if an employee picks up either of those lines and dials me everything works great. Oh I should add that until yesterday they were not working at all (I believe that was the case for about a week). The devices showed as red and were unregistered so they were removed and re-added which got them to where they are now. Edited August 11, 2022 by Elyat197 (see edit history)
Administrators mc_ Posted August 11, 2022 Administrators Report Posted August 11, 2022 Outbound calls from the phones take a different path through KAZOO. But, knowing they can make calls means their credentials are likely correct. For inbound calls, you need to check the "Call History" in SmartPBX for those calls and see if there are "b-legs" generated to the devices. Check the hangup cause to give hints on why the call wasn't delivered. If this is your KAZOO cluster, you can check logs from FreeSWITCH and Kamailio for the SIP side.
Elyat197 Posted August 11, 2022 Author Report Posted August 11, 2022 (edited) Thanks for the help mc_ The hangup cause always looks the same. There's two lines, the first one shows from my number to theirs with a duration of 13 seconds and the hangup cause is "normal clearing" The second line shows from my number to their user name (I think, it's user_A9rrcb98Qm), the extension name and then a phone icon and their actual extension of 365. That shows a duration of 5 seconds and the hangup cause is "recovery on timer expire) When I read this earlier I was wondering if the hangup cause had anything to do with the issue or not since I just terminated the call rather than leave a message. I can always pull up the technical details associated with each line if there's something in there you think I should poke around for. Edited August 11, 2022 by Elyat197 (see edit history)
Elyat197 Posted August 11, 2022 Author Report Posted August 11, 2022 It appears the root cause was a network traffic issue as the calls came back north across the border, we've got both lines placing and receiving calls again. Thanks again for your help looking into this
Administrators mc_ Posted August 11, 2022 Administrators Report Posted August 11, 2022 RECOVERY_ON_TIMER_EXPIRE generally points to a firewall issue on the client side. See https://freeswitch.org/confluence/display/FREESWITCH/Hangup+Cause+Code+Table Glad you got it sorted on your end!
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