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With CCM, Inbound calls from the PSTN to IP phones, and outbound calls from IP phones to the PSTN, through the H.323 IOS gateway are disconnected every 315 seconds (five minutes). The disconnection cause code is destination-out-of-order

Core Issue

This is the topology in which this problem occurs:

IP phone > Cisco CallManager > H.323 Voice Gateway > Public Switched Telephone Network (PSTN)

The call is disconnected every 315 seconds on the H.323 gateway, with this cause code:

Jun 23 10:28:38 WST: ISDN Se2/1:15 Q931: TX -> DISCONNECT pd = 8  callref = 0x57CC
  Cause i = 0x809B - Destination out of order

It appears as though the H.225 TCP timed out and as a result, the call is torn down.

This issue is observed in scenarios where there is a non-supported version of anti-virus software installed on the Cisco CallManager. When this problem occurs, these symptoms are observed:

  • The debug ip tcp transaction command shows the tcp keepalive timeout and the tcp connection is closed after four keepalives are lost.

  • There is no firewall or Access Control List (ACL) between the H.323 gateway and the Cisco CallManager to block the TCP keepalive.

  • The sniffer on Cisco CallManager shows the TCP keepalive in H.245/H.225 is not sent by Cisco CallManager.

To investigate this issue, perform these steps:

  1. Capture and analyze these debugs for a test call:

    debug isdn q931

    debug voip ccapi inout

    debug ip tcp transaction

  2. Issue the show-tech command from the gateway.

  3. Take a screen capture of the gateway configuration page from the Cisco CallManager.

  4. Capture a detailed level trace for a call that experiences this problem.

    For details on how to capture a detailed trace, refer to Set Up Cisco CallManager Traces for Cisco Technical Support.

For Cisco CallManager-supported antivirus software, refer to THIRD-PARTY PLATFORM AGENTS RUNNING WITH CISCO CALLMANAGER.

Resolution

To resolve this issue, disable the Trend Micro firewall service on the Cisco CallManager server and verify whether the problem re-occurs.

If the issue still occurs, open a service request with the Cisco Technical Assistance Center (TAC) through the Service Request Tool.


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