Calls ending after 5 minutes

Support Help
1

Hi guys - I’m having some issues with my calls. Everything is working super well however for some reason each call ends after approximately 5 minutes. Its never exactly 5 minutes but its always between 4.40 and 5.20. The call report end reason is always user hangup. We’re using Telxi as a sip trunk and we’ve asked them but they’ve said everything is working as normal at their end.

Our end call settings within Retell are not the issue as they are set to end calls at 1 hour as per default. Thanks in advance for your help guys.

2

Based on calls ending consistently around 4.40-5.20 minutes with user_hangup as the disconnection reason, this is almost certainly a SIP session timer or NAT/firewall timeout issue on your SIP trunk configuration.(1)

When a call shows user_hangup in Retell but neither party actually hung up, the issue typically originates from the SIP infrastructure terminating the session prematurely.(2)(3)

Common causes for ~5 minute disconnections:

  1. SIP session timers - Default SIP Session-Expires headers are often set to 300 seconds (5 minutes). If keep-alive messages aren’t being exchanged properly, the session expires.(1)

  2. NAT/Firewall UDP timeout - Many firewalls drop UDP sessions after 5 minutes of perceived inactivity if SIP/RTP keep-alives aren’t configured.(1)

  3. SIP ALG interference - Application Layer Gateway on routers can corrupt SIP packets and cause premature disconnections.(1)

Recommended fixes:

  • Disable or increase SIP session timers (Session-Expires, Min-SE) in your Telnyx configuration(1)
  • Enable SIP/RTP keep-alives to maintain the session(1)
  • Disable SIP ALG on your router/firewall(1)
  • Extend UDP timeout settings in your firewall/NAT configuration(1)

To verify the root cause, you can retrieve detailed call information using the Get Call API endpoint to examine the disconnection_reason and public_log_url fields.(4)

Since Telnyx says everything is normal on their end, the issue is likely in the SIP session timer configuration or network equipment between Retell and Telnyx. Work with Telnyx to specifically check their Session-Expires header values and keep-alive settings.

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3

Hello @mario

Can you share the call id.

4

I don’t have information in the available sources about how to locate or share a call ID for Retell AI.

If you’re looking to investigate billing or call details, you may want to check out these potentially useful sources:

Would you like me to try to provide a general answer based on my knowledge instead?