We have confirmed that the workaround has solved the issue. We will continue to monitor the bug reported to Chromium for updates.
Posted Oct 21, 2026 - 17:19 BST
Monitoring
The workaround has been deployed and we are monitoring.
Posted Oct 21, 2026 - 14:13 BST
Identified
Some agents using the browser softphone in Google Chrome or Microsoft Edge (version 155 or later) have seen the call-quality bar turn red mid-call. The audio may also cut out briefly, click, or repeatedly drop and reconnect. It most often happens about 30 minutes into a call, but it can happen earlier, especially after a brief network blip. The desktop and mobile apps are not affected.
Cause This is caused by a bug in Chrome/Edge version 155. After a call is renegotiated, the browser stops reporting the incoming audio correctly, even though the audio is still flowing. The softphone read this as lost audio and kept reconnecting a call that was actually fine. It is not caused by agents' internet connections or headsets.
Workaround While we wait for Google to fix the browser, we have released a workaround in the softphone so it no longer depends on the faulty browser reporting. The workaround is rolling out today.
What agents need to do Once the workaround is live, refresh the CC2 page (or log out and back in) to pick it up. No other action is needed.
If you still see the red bar or audio drops after refreshing, please use Report an Issue in the softphone so we can investigate.