Calls drop when on mute between Teams and ITSP over Audiocodes

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I had an issue today whereby a customer reported that users on conference calls were complaining that their calls were dropping. I checked the Teams logs and could not see any pattern, sometimes short and sometimes long calls. All other calls didn't seem to have any issues that were being reported.

We contacted the ITSP and they advised:
"ITSP has a 60 second RTP timeout, this has always been the case. It's typically used to make sure the call is still active otherwise there could be a lot of invalid or fraudulent calls.

Typically when your muting a call, a PBX/Skype system will play a white noise in the background to make sure the call remains active. This seems not to be happening here and unfortunately it's beyond our control.”

So after a quick email to an ever helpful FAE in AudioCodes he advised to change the simple setting in the ITSP IP Profile:

Generate RTP = Until RTP Detected



A quick save then I was able to make a test call of over 15 minutes on hold without issue.

Thankfully a quick fix.... Thanks Mark!!

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