If you've recently had a call drop and been notified in Genius or see one in the Alert logs, you may see one of the below errors. 

If you see a Call Drop notification or a Call Drop tag on a call, it means that we have detected a disconnect from inside Genius to the Agent's webphone. All Call Drops we detect indicate an issue with the Agent connecting to Genius. Call Drop Alerts and Tags do not indicate connection issues for the external party (e.g. the caller disconnects or abandons).

Here are possible messages you may see when you have a call drop:

• Network Error (ConnectionError)
  • Connection to the Genius server has encountered an error which often indicates a network connection issue, please report this issue to your Supervisor.
• Call Setup Error (RequestTimeout)
  • Call setup timed out unexpectedly which often indicates a network connection issue, please report this issue to your Supervisor.
• Unexpected Error (InternalError)
  • Your webphone has encountered an unexpected error, please report this issue to your Supervisor.
• WebRTC Error (WebRTCError)
  • One of the technologies we use to connect your calls - WebRTC - has encountered an unexpected error, please report this issue to your Supervisor.
• SIP Error (SIPDialogError)
  • One of the technologies we use to connect your calls - SIP - has encountered an unexpected error, please report this issue to your Supervisor.
• Network Error (RTPTimeout)
  • No media packets received often indicating a network connection issue, please report this issue to your Supervisor