If your longer calls are ending abruptly on the caller's side, typically somewhere around the 60-minute mark, this is almost always caused by the caller's mobile carrier, not by Aircall.

 
Note: If this doesn't match what you're seeing, go back to Why do my calls keep dropping? to find the right section.
 
Note: Aircall has no maximum call duration limit. Calls regularly run for 90 minutes, 2 hours, and beyond without any system-imposed cutoff.

What's actually happening

Mobile carriers in many countries, particularly Australia, New Zealand, and other regions using VoLTE (Voice over LTE), use an automated 60-minute session timer. Every hour, the caller's mobile network silently checks whether the call is still active. If the caller's phone switches cell towers, experiences a brief signal dip, or their Wi-Fi network blocks that background check, the carrier automatically terminates the call. This is triggered entirely by the caller's mobile carrier.

How to confirm this is the cause

  • The drops happen on inbound calls, callers calling you on their mobile phones.
  • Your agents remain connected after the drop, only the caller disappears.
  • The issue doesn't happen on calls from landlines or office phone systems.
  • The drop happens close to, but not exactly at, the 60-minute mark.

What to do

Steps:

  1. Ask affected callers to disable Wi-Fi Calling on their mobile phone before a long call. This is often the trigger, since Wi-Fi Calling changes how the carrier's session timer behaves.
  2. For teams that regularly have long calls, establish a callback protocol: around the 50-minute mark, let the caller know you'll call them back immediately if the call drops.
  3. If this is a recurring issue across your team, track the Call ID, agent name, and approximate drop time for each occurrence. Please see Collecting Call Examples (UUID/ID). This gives Aircall Support the data needed to confirm the pattern is carrier-side.