Question

Why did the ongoing call disconnect when I refreshed my browser? 

Answer

When you refresh the browser during a Zendesk Talk call, the call may disconnect because the refresh interrupts the session between you and the Zendesk server. Here are some reasons for this issue:

  • Session interruption: Refreshing the browser breaks the session with the Talk server. This interruption disconnects ongoing calls
  • Re-initialization: When you refresh, the browser has to reload resources and re-establish connections. The active call can't be maintained during this process and gets disconnected
  • Client-side handling: Talk relies on the client-side application to manage call connections. Refreshing the browser resets the client application, terminating active calls
  • WebRTC connection: Talk uses WebRTC (Web Real-Time Communication) for voice calls. Refreshing the browser disrupts the WebRTC connection, causing the call to drop

To avoid call disconnections due to browser refreshes

  • Avoid refreshing the browser while on a call.
  • Open Zendesk in a different window for actions that may require a refresh to avoid affecting the call.

For more information, see these articles:

  • How can I troubleshoot Talk issues? 
  • Talk network requirements
  • What are the most common Talk error messages?
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