Dropped Calls

Dropped calls are usually the result of something in the network interrupting the communication between the phone and the Nextiva servers.  Below are some troubleshooting steps that can help resolve most dropped call issues.

Troubleshooting Guide

1. Determine if the calls consistently drop between 10 and 11 minutes or are dropping randomly.
    
   1. If they are dropping consistently, go to Scenario A.
       
   2. If they are dropping randomly, go to Scenario B.

Scenario A: Calls Drop between 10 and 11 minutes

Calls dropping between the 10 and 11-minute mark indicate the calls are running into UDP timeout issues.  This can be fixed by adjusting the UDP timer on the network to 90 seconds.

We also recommend reviewing our Networking Guidelines to verify no other issues are present on the network.

Scenario B: Calls Drop Sporadically

Calls dropping sporadically across multiple phones is an indication of something on the network interfering with the SIP messages that establish and maintain phone calls on the Nextiva network.
 

1. Review our Networking Guidelines and ensure your network has all the recommended settings.
    
2. If your network meets our guidelines, gather examples of dropped calls that are less than 48 hours old and contact Nextiva support.