Incoming calls not available after minutes

[digiteltlc (Digitel)]

A pjsip trunk with service provider was working fine for years.

After firewall replacement (different brand/model) incoming calls no longer work (“customer is not available” message from provider). Outgoing calls still work.

If trunk is disabled then enabled, or “core restart now” is issued, incoming calls are back working and keep working JUST IF another incoming call arrives within a specific amount of time.

After this, incoming traffic no longer works.

This amount of time was initially exactly 30 seconds but now is about five minutes.

Pjsip trunk is always up and running as by pjsip show endpoints

I’m finding out where the problem is (firewall or provider issue or both).

I’m not the firewall maintainer,

What to check ? Thank you.

[Stewart1 (Stewart)]

Try setting Qualify Frequency shorter, e.g., 25 seconds.

If no luck, report whether failed calls appear in sngrep.

[digiteltlc (Digitel)]

No luck with qualify

The problem is no sip traffic once trunk falls asleep on incoming calls (and unavailable voice message by provider).

It’s like provider sees no active trunk (where for pbx it is instead).

What else ?

[Stewart1 (Stewart)]

If using registration, try setting Expiration shorter, e.g., 120 seconds.

If no luck, check if INVITE appears on WAN side of the firewall.

[tmittelstaedt (Ted Mittelstaedt)]

Will the provider switch the trunk from UDP to TCP? That might fix it.

Since the firewall is new, why are you screwing with this at all? The entire reason to replace firewalls is to keep them under support. Whoever bought the firewall needs to tell the firewall vendor to fix it - and if the firewall vendor refuses to fix it or tries stalling the process out - return the firewall for a refund and put the old firewall back.

This is why modern companies put telephony and firewalls both under the control of the IT Director and don’t split up these functions into independent departments anymore. At my employer, this would be impossible to ever happen since if it did the firewall sales rep would get a phone call that would burn his ears right off…

You have a political problem here not a technology problem and you need to solve it in the CEO’s office. One of you is going to win, by the way. Either you are going to get control of the firewall or the IT manager is going to take control of telephony away from you.

Good luck!