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  • 1.  External SIP Trunks become unresponsive on Edge

    Posted 10-25-2019 10:25
    No replies, thread closed.
    Hi all,

    I have a customer experiencing issues with Edges in a particular site.  The last two weeks at the same day AND time, the External trunks assigned to the Edge will stop responding to SIP OPTIONS messages and show as failing availability checks within PureCloud.

    This is a External SIP trunk to a Mediant 1000.  The Mediant identifies that responses to OPTIONS are no longer working and will not send calls to the Edges.  The only way i have found to fix the problem is a reboot of the Edges OR removing the trunk from the Edge interface and adding it back.

    I enabled Protocol Diagnostic logs this week in case the issue persisted and I was able to see the edge responding to requests and then everything just stopped.  I see Options come from the Mediant and no response from the edge.  Its as if the logic behind the trunk shuts down completely.

    I have reviewed with the customer and there was no scheduled or manual maintenance during this time period, no other devices on the switch experienced any issues, and we really don't know where else to look.

    For Genesys folks, this is all documented in ticket 2643227 and has been escalated due to Go-Live timeline impacts incurred by this issue.

    Thanks,
    #SIP/VolP
    #Telephony

    ------------------------------
    Joshua Davis
    Solution Engineer
    Altivon
    ------------------------------


  • 2.  RE: External SIP Trunks become unresponsive on Edge

    Posted 10-25-2019 17:33
    Edited by Chris Mayo 10-25-2019 17:42
    No replies, thread closed.
    Anyone seen an Edge just top responding to Options, I know we have not.

    Hi Genesys folks (@Cass Sapir). Any assistance in moving this ticket along would be appreciated. We are looking at major go-live impacts.

    Thanks!

    ------------------------------
    Chris Mayo
    Director, Technical Services
    Altivon
    ------------------------------

    Original Message


  • 3.  RE: External SIP Trunks become unresponsive on Edge

    Posted 10-25-2019 20:15
    No replies, thread closed.
    @Chris Mayo @JoshL Davis thanks for the ping. Sorry to hear about the issue.

    I want to double-check that you have escalated​​ case 2643227 via the process defined here (specifically emailing PureCloudManagementAttention@genesys.com). Checking as well that all the information included here has been sent via the case.

    Definitely include the upcoming Go LIve date and any other notes regarding the severity and impact of the case. That will help the team prioritize.

    The Technical manager on the right Product Skill Team should be replying via the case.

    -Cass

    ------------------------------
    Cass Sapir
    VP, Customer Success
    PureCloud
    ------------------------------

    Original Message


  • 4.  RE: External SIP Trunks become unresponsive on Edge

    Posted 10-28-2019 12:07
    No replies, thread closed.
    @Cass Sapir, thanks for the response.​ Escalation process was followed, and acknowledged, on 10/18. The critical dates were also included at that time.

    As always, the frustration is in the silence. I think we would all agree that any update reassures there is still attention on the issue, even if it's not a resolution, versus silence and wondering if the issue has slipped through a crack somewhere.

    Thanks again.

    ------------------------------
    Chris Mayo
    Director, Technical Services
    Altivon
    ------------------------------

    Original Message


  • 5.  RE: External SIP Trunks become unresponsive on Edge

    Posted 10-28-2019 12:10
    No replies, thread closed.
    @Chris Mayo, yes fully aligned on that. Thanks as always for bringing forward your feedback and highlighting areas for continual improvement.

    ------------------------------
    Cass Sapir
    VP, Customer Success
    PureCloud
    ------------------------------

    Original Message


  • 6.  RE: External SIP Trunks become unresponsive on Edge

    Posted 07-14-2020 23:45
    No replies, thread closed.
    Joshua,

    Did this ever get sorted out or was there any cause identified?

    If so, what was the solution? If not, what ended up happening with this one?

    Thanks,

    ------------------------------
    Daniel McLeod
    Qsect LLC
    ------------------------------

    Original Message


  • 7.  RE: External SIP Trunks become unresponsive on Edge

    Posted 07-20-2020 10:36
    Edited by JoshL Davis 07-20-2020 10:37
    No replies, thread closed.
    Daniel,

    I forgot about this post, but this was identified and resolved.

    The issue was caused by a security scanning device.  The scanner was a Rapid7 InsightVM (vulnerability risk management). On a schedule, the device would poke and prod all ports and protocols on the Edges.  The reason the SIP trunks went unresponsive is that the edge wasn't able to correctly handle 0 length UDP packets.  TCP Protocol seemed to be mostly unaffected.

    The customer added the PureCloud edges to an exclusion list and Genesys released an update to the edge software that addressed the 0 length UDP issue.  My ticket shows that as version 8670 on Dec 4th 19:  https://help.mypurecloud.com/edge-media-tier-release-notes/

    We have not had the issue since, however this is likely because the exclusion lists.  Even after the edge updates the edges would experience slowdown during the scan.  The scanner would just hammer the edges a bit too hard with connection requests

    Thanks for reminding me about this one.

    ------------------------------
    Joshua Davis
    Sr. Solution Engineer
    Altivon
    ------------------------------

    Original Message


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