Plan requirement
| Subscription | UC-Essential or higher |
A call that drops at the same point every time points to a timer running out. Which timer, and so what to fix, follows from the interval.
Why do calls drop partway through?
Time it before you change anything. A call that drops within the first minute and one that lasts eight have different causes and different owners.
Under a minute: check SIP ALG first
SIP ALG is a router feature that inspects and rewrites call signalling. It is meant to help. With a hosted phone system it reliably breaks calls this way, usually between 15 and 40 seconds in.
Switch it off in the router or firewall. The name varies: SIP ALG, SIP transformations, SIP helper. Your IT administrator or internet provider makes the change.
Minutes in, always at the same moment: the session refresh
The two ends agree how long the call may run and refresh that agreement while you talk. If a refresh does not arrive, the call ends when the agreed time runs out, which is why the drop lands at eight or fifteen minutes rather than at thirty seconds.
That agreement lives on the phone system, not on your router, so there is nothing to change at your end. Send us the interval and we will look.
What if neither fits?
- Restart the modem or router.
- Check the firewall is not filtering the ports Collaboration uses.
- Try a cable instead of Wi-Fi. A connection that is fine for video can still let a call stutter.
One person or everybody
Worth answering first. If colleagues have it too, it is the shared connection and not your laptop, so open a ticket and say so.
Comments
0 comments
Article is closed for comments.