Audio drops at 15 minutes

[SolarWill]

Hello All,
I am having an issue where my audio drops every 15 minutes, but the call does not drop. Any suggestions?

My phone system is - 3CX version 15.5.5

My conference phone with issue is - Phone Model SoundStation IP 7000, Part Number 3111-40000-001 Rev: P,
UC Software Version 4.0.13.1445, BootROM Software Version 5.0.8.0935

We are making calls to Skype and Zoom numbers.

The call is made correctly, but at the 15 minute mark - the audio drops...

Thanks

 

[leejor]

Does this only happen on Skype and Zoom calls, or to other (outside or inside) calls as well?

Only on this phone?

What type (provider?) of trunks the calls passing over?

Is there anything in the 3CX Activity log, for one of the calls, at the point the audio drops? Does the audio ever come back, or do you have to terminate the call? Does it affect audio in both directions?

 

[Saqqara]

How have you configured the phone - manually or provisioned

How is the phone setup - local to 3cx server , stun

check out https://www.3cx.com/sip-phones/polycom-soundstation-5000-6000-7000/

 

[YiannisH_3CX]

Is the issue only with the mentioned phone? What happens if you make a call from a different device or 3CX client?
The 15 minute mark sounds suspicious as a lot of providers send re-invites every 15 minutes to make sure the other side is still there. Check the activity log when this happens and see if an invite arrives for the same call

 

[SolarWill]

So I currently separated out the phone system from our network system to test. I will update once the test come back...
Thanks

 

[YiannisH_3CX]

Let us know of the results.