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Overview of call setup issues

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When an application makes a call with Azure Communication Services WebJS SDK, the first step is to create a CallClient instance and use it to create a call agent. When a call agent is created, the SDK registers the user with the service, allowing other users to reach them. When the user joins or accepts a call, the SDK establishes media sessions between the two endpoints. If a user is unable to connect to a call, it's important to determine at which stage the issue is occurring.

Common issues in call setup

Here we list several common call setup issues, along with potential causes for each issue:

Invalid or expired tokens

  • The application doesn't provide a valid token.
  • The application doesn't implement token refresh correctly.

Failed to create callAgent

  • The application doesn't provide a valid token.
  • The application creates multiple call agents with a CallClient instance.
  • The application creates multiple call agents with the same ACS identity on the same page.
  • The SDK fails to connect to the service infrastructure.

The user doesn't receive incoming call notifications

  • There's an expired token.
  • There's an issue with the signaling connection.

The call setup takes too long

  • The user is experiencing network issues.
  • The browser takes a long time to acquire the stream.