Audio stops after 20 minutes on a Zoom Phone call (not Zoom meeting)

[Aloha_from_Jill]

My office uses the Zoom Phone System for our phone calls and I use both the desktop computer Zoom Workplace app and the Zoom Workplace app on my cell phone.  In the last month, if I am on a phone call for more than 20 minutes, the audio from my end stops working.  The call is still connected and I can hear the person talking, but they cannot hear me anymore.  If I quickly switch the call to the other app (i.e. if I'm using the Zoom Workplace app on my cell phone, I switch to the Zoom Workplace app on my computer) the other person can start hearing me again.  Then like clockwork, after about 20 minutes the audio from my end stops working again.  If I switch back to the other Zoom Workplace app again, they can start hearing me again.  And this just keeps repeating after about 20 minutes.  My tech team seems to think this is something with my home network/internet, but I can talk on my personal cell phone at home on this network/internet for an unlimited amount of time.  I also ran an internet speed test, and it said "Your Internet connection is very fast."  This seems to be a zoom issue, but no one can pinpoint why it is happening.  Any help is very appreciated.  Thanks!

[jaron]

One-way audio is almost always a firewall issue (the traffick is being blocked for some reason).  At home, your firewall is probably a combination device built-in to your router/modem provided by your internet service provider.

Speed-tests aren't a great indicator for call quality due to the differences utilized in real-time audio (TCP vs UDP).  I go more in depth on this topic in a LinkedIn article here.

One way to confirm this is to test with the same device(s), but off your home network and see if the issue still occurs.

• If it does - Then you can safely assume it's not your home internet
• If it does not - Then you can safely assume it IS something on your home internet and you may need to dig in further to determine what the exact cause is.

[Aloha_from_Jill]

Thank you!  I will try this.  Appreciate the insight!