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Calls Dropping Audio

Our call center is experiencing calls where the audio drops out. The call remains active, but audio can no longer be heard. Most of the time, both participants cannot hear each other. Sometimes, one participant is able to hear the other, but not the other way around. This happens 1 minute into a call, 12 minutes into a call, 20 minutes in.. No rhyme or reason in reference to duration.. This does not follow specific users, does not happen on every call, very sporadic. The system utilizes RTP servers for media traffic. We are trying to get wireshark installed on them as I think they issue might be that the SIP call is losing the RTP port for the call, but its just one of many theories. Any ideas? Or any ideas what I am looking for RTP traffic inside wireshark?