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Mitel Forums => Mitel MiVoice Business/MCD/3300 => Topic started by: k123s456 on November 22, 2023, 05:02:25 AM

Title: Sorry, softphone disconnected because the incoming audio stream was interrupted
Post by: k123s456 on November 22, 2023, 05:02:25 AM

Hi,
 
We are seeing issues with our MiCollab system wherein users seem to be presented with an error on both the Mobile App and the Desktop App in the middle of a call, "Sorry, softphone disconnected because the incoming audio stream was interrupted".
 
We are using Mitel 3330 with MiVoice Business.
 
There is no specific timeframe or length of call before they are presented with this. 
We have turned off SIP ALG on the firewall.
 
Has anyone seen this before/have any recommendations on what we can check?

Title: Re: Sorry, softphone disconnected because the incoming audio stream was interrupted
Post by: lundah on November 22, 2023, 09:02:46 AM

MiCollab by default uses SIP-TLS on TCP 5061, so SIP-ALG and other SIP-aware services are more likely to ignore that traffic. The error is telling you that the audio stream is disconnecting, which by default is on UDP 20002-29999 from the MiCollab server towards the clients, so check that in any firewalls in between and see what's disrupting that traffic. You can modify that port range in the MiCollab server manager under MiVoice Border Gateway -> Network -> Port Ranges.

Title: Re: Sorry, softphone disconnected because the incoming audio stream was interrupted
Post by: k123s456 on November 22, 2023, 09:26:17 AM

Thanks, I will give that a go!  ;D

Title: Re: Sorry, softphone disconnected because the incoming audio stream was interrupted
Post by: k123s456 on November 30, 2023, 05:12:15 AM

Looks like turning off Silence Supression on the SBC has resolved this  :)