Call drops right after you answer
If you answer a call and it ends within a second or two — your screen flashes Connected and then the call is gone, while the caller says it just kept ringing — the softphone was most likely resetting itself in the middle of the call. Ody fixed this on October 30, 2026; reload your tab once to get the fix, then use the checks below if it ever happens again.
What was happening
The web softphone keeps itself connected by rebuilding its connection whenever it thinks the line has dropped. A bug made that rebuild run while a call was ringing or already answered, which hangs the call up from your side. Callers heard ringing followed by voicemail, or a busy signal if the rebuild hit while the phone was still ringing. No setting in your workspace caused it, and nothing you clicked caused it.
Step-by-step
- Reload the Ody tab once (press F5 or Cmd/Ctrl + R). The fix loads automatically; you do not need to sign out.
- Open Calls and check the pill next to the title shows Softphone · +1… with a green dot.
- Ask someone to call your Ody number and answer in the tab. The call should stay up.
Troubleshooting
- The call still ends right after you answer — check the microphone first. If Ody cannot open your mic, the call cannot be answered and ends immediately with a red Can't use your microphone banner. See Microphone permission issues.
- Calls drop after 10–30 seconds instead of 1–2 — that is usually the network, not the softphone: a VPN, a firewall blocking audio, or Wi‑Fi switching access points. See Call quality tips and Reconnect after a network change.
- Callers hear silence for several seconds before it rings — note the time of the call and tell support; this is on our side.
- You have Ody open in more than one tab or browser — close the extras. One signed-in tab per computer is all you need, and a second tab can interfere with ringing.
- Your team uses the Ody iPhone app on several phones with the same sign-in — every device signed in as the same person rings together. In the current iPhone app (1.1), a phone that reconnects while the call is ringing — for example when it wakes up to show the call — can tell the caller you are busy, and the call disappears on every device: it goes to voicemail, or you tap Answer and "nothing happens". Until the next app update, sign out of the Ody iPhone app on every phone (Settings → Profile → Sign out in the app) and answer on the computer, or give each teammate their own Ody login (one device per person is fine). Deleting the app also works.
If it keeps happening after a reload, send support the time of one test call and the number you called from. We can see exactly which side ended the call.
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Frequently asked questions
It said Connected on my screen — why does the caller say it never connected?
The Connected screen appears the instant you press Answer, before the call is fully set up. If the call ends a second later, the caller only ever heard ringing, then silence or voicemail. From October 30, 2026 the softphone no longer resets itself while a call is ringing or active, which was the cause of these one-second drops.
Do I need to do anything after the fix?
Reload your Ody tab once so it picks up the new version. If calls still drop right after you answer, check your microphone and network as described below, then contact support with the time of a test call.
Why did callers hear a busy signal?
The same reset, if it happened while the phone was still ringing, told the caller you were busy. That is fixed by the same change.
We installed the Ody iPhone app on several phones and now calls go straight to voicemail or vanish when we tap Answer. Why?
Your desktop and each phone signed in with the same account all ring at once. If one of those phones re-connects while the call is ringing, it tells the caller you are busy and the call disappears for everyone. Sign out of the Ody iPhone app on every phone for now; an app update that fixes this is on its way.