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Knowledge Base

The heart beat in call session didn't close cause the outbound call fail

Publication Date:  2014-08-31  |   Views:  277  |   Downloads:  0  |   Author:  g00136174  |   Document ID:  EKB1000049703


Issue Description

In a eSpace CC solution ,U2980 is the call gateway,trunk is sip trunk , the agent can't make the outbound call ,in agnet clinet ,it prompt failed to make outbound call

Alarm Information

failed to make outbound call 

Handling Process

first we should get the debug log ,SIP call log ,E2E log ,and intess log to analyze .

in the sip log ,we found the problem .after the call is established , U2980 send a heartbeat to peerside ,the received a 501 , release the call . the peerside didn't support heartbeat in call session ,so we should close it .

command is :
choose the number sip trunk ,input the value : CHBF=no   to close the heartbeat in call session 。
issue resolved .

Root Cause

we need to find out which side release the call ,then try to find out a solution for the issue .


if we should configure the hearbeat ,we should negotiate with the peerside