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Calls to MS Teams dropped when on hold

jmela
Level 1: Joiner
  • 1 Posts
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Registered:

I have a problem when calling numbers which are on Microsoft Teams where the call is disconnected whenever I am on hold waiting to be transferred for more than about 10 seconds. I have looked into this with the provider on the other end for one specific number and they have advised that the call is being disconnected from O2's end. Does anyone else have this issue? Is there anything that can be done?

 

Just to add I have tested this with 3 different O2 numbers to various numbers on MS Teams with the same result. I have also tried calling the same numbers to recreate the problem from EE and Vodafone but the calls are fine and do not get dropped.

 

Below is the capture for an example call - you can see a BYE is sent about 10 seconds after the call is put on hold:

 

1 0.000000 147.152.xx.xx 185.12.2xx.xx SIP/SDP 1024 Request: INVITE sip:+44203xxxxx24@185.12.2xx.xx;user=phone |
2 0.000960 185.12.2xx.xx 147.152.xx.xx SIP 370 Status: 100 Trying |
3 0.585500 185.12.2xx.xx 147.152.xx.xx SIP/SDP 844 Status: 180 Ringing |
4 0.748031 147.152.xx.xx 185.12.2xx.xx SIP 513 Request: PRACK sip:+44203xxxxx24@185.12.2xx.xx:5060 |
5 0.750026 185.12.2xx.xx 147.152.xx.xx SIP 494 Status: 200 OK |
6 0.752054 185.12.2xx.xx 147.152.xx.xx SIP/SDP 844 Status: 180 Ringing |
7 0.840014 147.152.xx.xx 185.12.2xx.xx SIP 513 Request: PRACK sip:+44203xxxxx24@185.12.2xx.xx:5060 |
8 0.857339 185.12.2xx.xx 147.152.xx.xx SIP 494 Status: 200 OK |
9 0.859347 185.12.2xx.xx 147.152.xx.xx SIP/SDP 844 Status: 180 Ringing |
10 1.019855 147.152.xx.xx 185.12.2xx.xx SIP 513 Request: PRACK sip:+44203xxxxx24@185.12.2xx.xx:5060 |
11 1.026947 185.12.2xx.xx 147.152.xx.xx SIP 494 Status: 200 OK |
12 1.032061 185.12.2xx.xx 147.152.xx.xx SIP/SDP 844 Status: 180 Ringing |
13 1.102643 147.152.xx.xx 185.12.2xx.xx SIP 513 Request: PRACK sip:+44203xxxxx24@185.12.2xx.xx:5060 |
14 1.117915 185.12.2xx.xx 147.152.xx.xx SIP 494 Status: 200 OK |
15 1.118963 185.12.2xx.xx 147.152.xx.xx SIP/SDP 844 Status: 180 Ringing |
16 1.180302 147.152.xx.xx 185.12.2xx.xx SIP 513 Request: PRACK sip:+44203xxxxx24@185.12.2xx.xx:5060 |
17 1.193519 185.12.2xx.xx 147.152.xx.xx SIP 494 Status: 200 OK |
18 1.467394 185.12.2xx.xx 147.152.xx.xx SIP/SDP 844 Status: 180 Ringing |
19 1.561479 147.152.xx.xx 185.12.2xx.xx SIP 513 Request: PRACK sip:+44203xxxxx24@185.12.2xx.xx:5060 |
20 1.571651 185.12.2xx.xx 147.152.xx.xx SIP 494 Status: 200 OK |
21 3.663499 185.12.2xx.xx 147.152.xx.xx SIP/SDP 891 Status: 200 OK |
22 3.826049 147.152.xx.xx 185.12.2xx.xx SIP 490 Request: ACK sip:+44203xxxxx24@185.12.2xx.xx:5060 |
23 4.296064 185.12.2xx.xx 147.152.xx.xx SIP/SDP 977 Request: INVITE sip:+4477xxxxxx41@147.152.xx.xx:5060, in-dialog |
24 4.306374 147.152.xx.xx 185.12.2xx.xx SIP 396 Status: 100 Trying |
25 4.462706 147.152.xx.xx 185.12.2xx.xx SIP/SDP 873 Status: 200 OK |
26 4.506605 185.12.2xx.xx 147.152.xx.xx SIP 491 Request: ACK sip:+4477xxxxxx41@147.152.xx.xx:5060 |
27 10.454146 185.12.2xx.xx 147.152.xx.xx SIP/SDP 989 Request: INVITE sip:+4477xxxxxx41@147.152.xx.xx:5060, in-dialog |
28 10.464430 147.152.xx.xx 185.12.2xx.xx SIP 396 Status: 100 Trying |
29 10.591140 147.152.xx.xx 185.12.2xx.xx SIP/SDP 873 Status: 200 OK |
30 10.635051 185.12.2xx.xx 147.152.xx.xx SIP 491 Request: ACK sip:+4477xxxxxx41@147.152.xx.xx:5060 |
31 20.668277 147.152.xx.xx 185.12.2xx.xx SIP 515 Request: BYE sip:+44203xxxxx24@185.12.2xx.xx:5060 |
32 20.702959 185.12.2xx.xx 147.152.xx.xx SIP 492 Status: 200 OK |

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madasaf1sh
Level 54: Stellar
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Registered:

@jmela 

 

I have not seen this problem before and I product own/manage a 10K seat MS365 /Teams platform and a 2K device o2 enterprise account, with devices on both IOS and Android

 

What handset are you seeing this one? And have you contacted Microsoft support? (via your TAM or the O365 portal) and Is this to a Teams Client or a Teams Certified DeskPhone?

Is this Teams On Prem or pure Cloud (Office 365 with E5 or E3 with Voice and Calling Plans?) (I am assuming from the IP Ranges that this is on Prem as those IP Ranges are in Azure or M365). 

 

There was a nice bug in Teams, where putting a call on hold would drop the call, and from what I can remember it was down to one of 2 things. 

1. Check if Music on Hold is enabled 

2. Check for any other SIP Port being enabled on the trunk and if it is then ask for it to be disabled as the FQDN used by Teams will not like this and will cause all sorts of problems. 

If you have a full enterprise contract with o2 then you can get your enterprise account team to ask the MS Professional Services to help but that will be at a cost. 

 

I also from my information find a SIP Response Code 515 and a 5xx response is a Server Failure error code.

 

This I think is one for Microsoft Support and your SIP Trunk / Service Provider to have a look at, as o2 CS will not have clue (no offence to o2 CS). 

 

edited - to add more advice

Current Phone: Motorola Razr 5g
I also have a Planet Computers Gemini

I work in IT as an Enterprise Messaging and Collaboration Tools Administrator (Office 365, Slack and much much more) and manage hardware both Mobile and Desktop / laptop, my desk is a bit like PC World

--
We are all customers and dont have access to any o2 accounts





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