Call Drops Playbook¶

Symptom: Calls disconnecting unexpectedly.

Hypotheses¶

Hypothesis	Likely Cause	Evidence Tag
Network instability	Sudden loss of Wi-Fi or cellular connectivity	[Measured]
Token expiry during call	The user's access token expired while the call was active	[Observed]
SRTP timeout	Secure Real-time Transport Protocol session timed out	[Correlated]
Signaling failure	The WebSocket signaling connection was lost and could not be recovered	[Inferred]
Participant removed	An admin or another participant disconnected the user	[Observed]

Look for no-network, call-ended, or network-disconnected events.

Query the ACSCallSummaryEvents table for CallEndReason.

Look for 401 Unauthorized or 403 Forbidden errors around the time of the call drop.

Check the CallConnectionState property in the SDK. If it transition from Connected to Disconnected without a user action, a drop occurred.

Verify if the token expired during the call. If so, a new token should have been provided via the onTokenExpired event.

Check for specific error codes like SignalingConnectionLost or MediaConnectionLost in the call summary logs.

Implement Token Refresh: Use the onTokenExpired event to refresh the token in the background and prevent session termination.
Handle Reconnection: Implement logic to automatically reconnect if the signaling connection is lost.
Notify User: Use UFD to inform the user when their network is unstable and the call may be at risk of dropping.
Log End Reasons: Collect and analyze the CallEndReason from the SDK to identify patterns of drops across users and regions.
Optimize Network: Advise users to use a stable Wi-Fi connection and avoid switching between networks during a call.