Intermittent call drop issue for Inbound calls to external number

Hello @anushka jaiswal ,

The UDP session timeout value (150 seconds) is controlled by the customer’s network infrastructure (for example, firewall, router, or NAT device). This value is not configured or managed by Microsoft Teams. 

Microsoft Teams uses UDP for real‑time media traffic (audio, video, and screen sharing). These media flows are designed to remain active for the full duration of the call or meeting, including during brief periods of inactivity. If a network device is configured with a short UDP session timeout, the device may expire the media session while the call is still in progress, which can result in intermittent call drops or media interruptions, particularly for inbound calls from external or PSTN sources. 

I recommend reviewing the UDP (or UDP stream/media) session timeout settings on the customer’s network devices and increasing them to support long‑lived real‑time media traffic. In many enterprise environments, UDP timeouts of 30-60 minutes are commonly used to ensure stable Microsoft Teams calling. 

If you require further assistance with configuring this setting for use with Microsoft Teams, please note that we do not have sufficient access, tools, or visibility into your network environment to perform detailed troubleshooting or configuration changes. In this case, I recommend contacting Microsoft Technical Support because this issue involves network‑level configuration and Microsoft Teams media behavior, which requires tools and visibility that are not available in this forum. 

For business support:   

• Find your Microsoft 365 admin: If you don't know who the global admin is in your organization, you can find guidance here: How can I find my Microsoft 365 admin? - Microsoft Support    
• Submit a service request: The Global Administrator should create a support request with Microsoft to receive advanced technical assistance. For detailed instructions, see: Get support - Microsoft 365 admin | Microsoft Learn    
• If your Business subscription is from a partner or reseller, contact the reseller's support provider to help open a service request on behalf of you instead.    

If you discover any solutions or have additional insights, please consider replying to this thread to help others in the community.   

Thank you for your understanding. Please let me know if you have any additional questions or need further assistance on how to contact the Support team. 

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