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Petre Dimov avatar image
Petre Dimov asked Petre Dimov answered

Maximum duration of supervise call

Hi community,

I would like to ask if there is some limit of supervise duration of a call session. I have strange behavior with integration with RingCentral. I don't have calls longer than 15mins. Is this an issue with the subscription that last 15mins and needs to be renewed? For subscription i'm using RingCentral.Net.Pubnub package compatible with .net 4.7.

rest api
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Phong Vu avatar image
Phong Vu answered Petre Dimov commented

Your question title and the details are so confused. Duration of a supervised call has nothing to do with PubNub notification expiration.

PubNub notification is for you to receive push notification event, which you used to receive telephony session event notification and use the info to subscribe for call supervision.

Once you subscribed for a call supervision successfully, the voice data stream will come via a WebSocket channel, NOT via the PubNub notification channel!

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Hi @Phong Vu,
Thanks for your answer, but we are not using a websocket to receive the data stream. Because we are limited to use .net framework 4.7 we are using RingCentral.Net and RingCentral.Net.PubNub nuget packages to establish subscription. My question is because we are maintaining the subscription on every 15mins, does this can cause a call supervise to break (stop)?

And another question, do we have limitation for call supervise regarding the duration of a subscription session?

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So what do you mean by saying "supervise a call"? Is that just a call event notification?

Telephony session event notification is different from call supervision. I still don't understand what is your problem.

Talking about call supervision, no, there is no limit on call duration.

Talking about push notification, yes, the PubNub notification expires after 15 mins, but since you use the RingCentral .Net SDK, the SDK will take care of renewal.

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Hi @Phong Vu,

Thanks for the support. The session is keep-alive every 15mins from the SDK. In this 6 months we have supervised over 200k calls from which 2.000 calls longer than 15mins. After exactly 900seconds we got BYE (SIP) from the RingCentral PBX.

1631557992520.png


How can we check why we receive BYE from 104.245.57.174 (RingCentral PBX)?

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1631557992520.png (34.4 KiB)
Phong Vu avatar image
Phong Vu answered Tyler Liu commented

Why do you keep mentioning about this "The session is keep-alive every 15mins from the SDK"? There is nothing to do with the PubNub notification in your call supervision. So what you try to tell me is your SIP call supervision session is closed after 15 mins?

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Correct, the call supervision session is closed after exactly 15mins or 900seconds. My doubt is that we receive a BYE (SIP) message from the PBX but I'm not sure why, cause we never initiated one. Any idea why this might happen?

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I agree with Phong that when you are already supervising the call, it has nothing to do with PubNub any more. You can do an experiment: as soon as the supervision starts, delete your PubNub subscription. I doubt that it will have any effect on the supervision call.

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Petre Dimov avatar image
Petre Dimov answered Phong Vu commented

Call supervision session is closed after exactly 15mins or 900seconds. My doubt is that we receive a BYE (SIP) message from the PBX but I'm not sure why, cause we never initiated one. Any idea why this might happen?

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This needs some deep investigation and inputs from you which should not be exposed in the public domain. Can you create a support request and provide the details.

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Vyshakh Babji avatar image
Vyshakh Babji answered Vyshakh Babji edited

What device endpoint do you receive the supervise call ? Softphone / Hardphone ?


Also , I a looking at the ticket for your support case. Can you share Wireshark / Sip Logs to investigate this further ? What i need is the callID , Session ID and timestamp of the latest calls.



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Petre Dimov answered Phong Vu commented

Dear @Vyshakh Babji,
Thanks for the support. We are using softphone implementation. Here are some details from the wireshark we have. If it's not helpful i will try to record new wireshark from this week and post new results.

Call information:

User: Izabela Kucharska

time_started: 1614680319000 Tuesday, March 2, 2021 11:18:39 AM GMT+01:00

time_connected: 1614680319000 Tuesday, March 2, 2021 11:18:39 AM GMT+01:00

time_ended: 1614681220000 Tuesday, March 2, 2021 11:33:40 AM GMT+01:00


Session-id: s-796f493849be457eae0f5d7e99f90907

Party-id: p-796f493849be457eae0f5d7e99f90907-1

Sip call-id: 3e002a1a-c954-4f5f-82d4-ec02cecfe980


Usefull sip data:


p-rc-api-ids: party-id=p-796f493849be457eae0f5d7e99f90907-3;session-id=s-796f493849be457eae0f5d7e99f90907

p-rc-api-monitoring-ids: party-id=p-796f493849be457eae0f5d7e99f90907-1;session-id=s-796f493849be457eae0f5d7e99f90907

Endpoints: 104.245.57.180:54606 (Local)

Endpoints: 172.30.132.43:17186 (Remote)

Wireshark trace: https://drive.google.com/file/d/1c4h9PkMLGSBwyH2RxqOw7oTUO8QImeZG/view?usp=sharing

The details above are the first call from the wireshark.
Please let me know if we need to record new pcap. We have more than 2000 calls like this that are cut after 900 seconds.

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screen-shot-2021-09-22-at-15714-pm.pngI just test on my demo app and it works well after 15 mins.


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Hi @Phong Vu ,

We are not using RingCentral Phone app to answer the call. We are using our own SIP Device. What's the implementation for subscription on your node js app, pubnub or webhook? Thanks for checking out on ringCentral phone app. We could not use RingCentral Phone app, because does not support multiple supervise (answer) calls at a time.

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No, the RingCentral phone app is for making the call. The SIP phone that supervises the call is running on the Terminal in the background and you see that I dump the data.

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Petre Dimov avatar image
Petre Dimov answered

Dear @Vyshakh Babji ,

Here are call information from today:

Call information:

User: James Selway

time_started: 1632388375000 Thursday, September 23, 2021 11:12:55 AM GMT+02:00 DST

time_connected: 1632388375000 Thursday, September 23, 2021 11:12:55 AM GMT+02:00 DST

time_ended: 1632396475000 Thursday, September 23, 2021 1:27:55 PM GMT+02:00 DST

Session-id: s-b247c60103694d19b4d51884e880154c-1

Party-id: p-b247c60103694d19b4d51884e880154c-1

Sip call-id: 2243557a-3693-47fa-9519-aca8f302967d

Usefull sip data:

p-rc-api-ids: party-id=p-b247c60103694d19b4d51884e880154c-3;session-id=s-b247c60103694d19b4d51884e880154c

p-rc-api-monitoring-ids: party-id=p-b247c60103694d19b4d51884e880154c-1;session-id=s-b247c60103694d19b4d51884e880154c


INVITE sip:441159004000*6500@172.30.132.43:63229=104.245.57.27:43730

Wireshark data: https://drive.google.com/file/d/1pG2NWHIo_oyvhvJxEPZtHgDHQ5aC5_0v/view?usp=sharing

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Developer sandbox tools

Using the RingCentral Phone for Desktop, you can dial or receive test calls, send and receive test SMS or Fax messages in your sandbox environment.

Download RingCentral Phone for Desktop:

Tip: switch to the "sandbox mode" before logging in the app:

  • On MacOS: press "fn + command + f2" keys
  • On Windows: press "Ctrl + F2" keys