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BT Voice Cloud Express App - Calls cut off after one minute! So frustrating!

iCoop7
Member

2 weeks ago

Hi - We're using the BT Voice Cloud Express app installed on Android phones to take calls when out of the office building.

 

I am having a persistent issue where calls go dead after one minute - this happens on various different handsets so does not seem to be a problem with the phone and wifi signal to the phone is good.

 

Anyone experience similar issues? Desperately looking for a fix - BT Support have been unable to rectify the issue.

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2 REPLIES 2

HannahC1
Administrator
Administrator

2 weeks ago

Hi there iCoop7, 

Have you reported this fault online to have the Cloud team look into this ? 
Fix a fault | Broadband & phone fault reporting | BT Business

Thanks 

^HannahC1
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UnifyNetworks
Member

Wednesday

Hi iCoop7,

 

If calls on the Cloud Voice Express app are dropping after around one minute, that usually points to a SIP keep-alive / network session timeout rather than an issue with the handsets themselves. There are a few common causes:

 

1. Wi-Fi network closing the session early
Some routers or access points have aggressive NAT/Firewall timeouts. When the CVE app doesn’t get a proper SIP keep alive back, the call drops almost exactly at 60 seconds.

 

2. Switching between Wi-Fi and mobile data midcall
If the phone briefly hands off between networks, Cloud Voice Express can’t re-establish the session and it ends the call.

 

3. Background app restrictions on Android
Some phones limit background activity to save battery.
If CVE is restricted, the app can’t maintain the session.

A few things to check:

  • Make sure Wi-Fi Calling is OFF on the handset (it can interfere with CVE).

  • Ensure the router/firewall allows SIP traffic and has NAT timeouts set above 120 seconds.

  • On Android, go to App Info → Battery → Unrestricted for Cloud Voice Express.

  • Disable any VPN, content filter, or “smart Wi-Fi” feature on the handset.

 

If you can share the make/model of the phones and the router you’re using at the office, I can point you to the exact setting that tends to cause this with Cloud Voice Express.

 

— Unify Networks (Authorised Supplier for BT)

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