VPN Calls Issue

[AlexSGI]

Hello everyone,

I am new here and need a little bit of help. I am using OpenVPN through a Synology device to allow our remote works to connect back to our home office. Everything has been configured and is working properly besides one issue. When a customer is placed on hold for longer than 3 minutes, the agent (employee) is not able to hear the customer after answering the call from a hold. The customer is able to hear the agent, but agent is not able to hear the customer. If the agent answers from a hold before the 3 minutes everything works fine and can continuously do that as long as they don't exceed a hold time of 3 minutes or more.

This seems to only happen with clients connected through OpenVPN. We have other employees using a different VPN client without the issue, so my guess is it has something to do with the configuration of the VPN server/client. We use Shoretel (TAPI) for a phone system. Can anyone please shed some light?

Thank you!

[billjcarlos]

When you use other vpn client which protocol do you use?

[AlexSGI]

When you use other vpn client which protocol do you use?

jcarlos - It uses L2TP/IPSEC