Agent Portal page refresh disconnects active calls

Refreshing or reloading the Agent Portal page while on an active call immediately disconnects the call. This is a known limitation that affects all agents regardless of how the browser confirmation pop-up is handled.

What happens when the page is refreshed

When a refresh is triggered during an active call, the following occurs simultaneously:

• Customer side: The call is disconnected immediately. The customer's line is dropped as soon as the refresh begins.
• Agent side: The call is disconnected and the browser displays a confirmation pop-up prompting the agent to select Reload or Cancel. At this stage, the call has already been dropped, clicking Cancel does not restore or reconnect it.

Why this happens

When a page refresh or tab close is initiated, the browser terminates all active web connections before the page can intercept or respond to the agent's choice in the confirmation dialog. The Agent Portal has no way to distinguish between a Reload and a Cancel action at that point.

How to avoid unintended disconnections

To prevent accidental call drops:

• Do not refresh, reload, or close the Agent Portal browser tab while a call is in progress.

• If you need to navigate away, wait until the call has ended and the wrap-up screen has appeared.

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