Issue

When a Twilio Flex page is reloaded (browser refresh or navigation) during an active voice call, the call gets disconnected.

Cause

When a Flex agent is on an active call, the Twilio Voice SDK running in the browser maintains a WebRTC session between the agent and Twilio’s media servers. Refreshing the browser breaks the active session with the telephony server. Hence if you reload the page the Voice SDK instance is destroyed,  the WebRTC connection is dropped and the call is disconnected immediately. 

Resolution

There is no automatic reconnection or call recovery after reload. The agent would have to initiate the call manually. To prevent call disconnections, it's advisable to avoid refreshing the page while a call is active. This will ensure that the session remains stable and the call continues uninterrupted.