Call status and disconnection reasons

Every row in Calls has two fields that explain what happened:

• Status: where the call ended up (answered, missed, failed, and so on).
• Disconnection reason (endCallReason in the API, webhooks and the MCP tools): why it ended.

Read them together. A Failed status says the call never worked. The reason says what is missing: credits, a trunk, channels, a valid number. The tables below give each value, what it means, and what to fix.

The Calls list shows the reason next to the status only for calls that did not connect. Open the call to see it on every row. The app shows each reason as a label in your language (no_channels shows as Trunk channel limit reached). The tables below use the code, which is what the API, webhooks and exports send.

Status

Label in Calls	API value	Meaning
Scheduled	scheduled	Outbound call waiting for its time (campaign, callback, API with a time). Not dialed yet.
Pending	to_be_processed	Inbound call just arrived and is being routed to an agent. Should last a second or two.
Trying	trying	Outbound call sent to the carrier, waiting for the far end.
In progress	session_progress	Carrier is playing early media (a ringback tone or an announcement) before an answer.
Ringing	ringing	The far end is ringing.
Live	in_call	Connected and talking now.
Transferring	transferring	A transfer to a person, number or agent is in progress.
Answered	answered	Connected and ended normally. The reason says who hung up.
Transferred	transferred	Handed to another destination. The AI part of the call is over.
Voicemail	voice_mail	Outbound call reached a voicemail greeting.
No answer	missed	Nobody picked up, or the call could not reach an agent. Check the reason.
Busy	busy	The far end was busy or declined (SIP 486 / 603).
Canceled	cancelled	Scheduled call canceled, or the caller hung up before pickup.
Answered elsewhere	answered_elsewhere	Ring group: another phone answered first. Not a failure.
Failed	failed	The call never connected. The reason tells you what is missing.
Failed	failed_during_call	The call connected, then broke. Send the Call ID to Support.

Disconnection reasons

Normal endings

These are not failures.

Reason	Meaning
caller_hungup	The other party hung up. Shown as Caller hung up, tagged Normal. The most common reason.
callee_hungup	On a bridged or conference call, the person you connected to hung up.
call_transferred	The call was transferred.
transfered_to_<destination>, transfered_to_agent_<name>, transferred to voip connection	The call was transferred, with the destination in the code.
agent_handoff	The call moved to another AI agent mid-call. The call continues as a new row.
answered_elsewhere	Another phone in the ring group answered first.
caller_called_back	The same caller called back while this call was open. The new call replaces this one.
Free text such as “goodbye” or “caller confirmed the booking”	The agent ended the call itself with one of its Hang up reasons. The text is the agent’s own reason.

Ended by the agent or a limit

Reason	Meaning	What to do
call_maximum_time_reached	The call reached its maximum duration.	Expected for long calls. Ask Support if the limit is too short.
maximum_time	The media session sat idle and was closed.	Nothing, unless you see it often.
caller_does_not_speak	The call connected but the caller never spoke.	Usually a pocket dial or a silent line.
caller_unresponsive_after_nudges	The caller went silent, and the agent hung up after its reminders.	Normal on outbound. Many on inbound can mean an audio problem. Report one Call ID.
call_stuck	The agent stopped making progress (a loop or no reply) and the call was closed.	Report the Call ID.
incorect_code	The caller used up their tries on a code or PIN check. (The code is spelled this way.)	Expected.
pending_transfer_confirmation_timeout	A transfer waited for confirmation and nobody confirmed.	Check who confirms transfers under Transfer.
transfer_request_false	The transfer was refused at confirmation.	Expected when the person refuses the transfer.

Voicemail and carrier messages (outbound)

The agent recognizes these from what it hears on the line.

Reason	Meaning
caller_voice_mail	Voicemail greeting. The status is Voicemail.
caller_does_not_exist	“This number is not in use” type message. Remove the number from your list.
inbound_calls_blocked	The line blocks incoming calls (the Greek “φραγή εισερχομένων” message).

The call could not be placed or reached

Reason	Meaning	What to do
caller_busy	Busy (SIP 486).	Retry later. Campaigns retry based on the campaign settings.
caller_declined	Rejected (SIP 603). Shown as Declined.	Expected.
no_answer, ring_timeout, no_pickup_after_ringing_max_seconds	Rang out with no answer.	Raise the ring time under Outgoing if calls ring out too soon.
request_timeout	The far end did not respond in time (SIP 408).	Retry. If every call gets this, check the trunk.
unavailable, temporarily_unavailable	Phone off or unreachable (SIP 480).	Retry later.
phone_number_not_found	Number does not exist or is badly formatted (SIP 404).	Fix the number. Use international format (+30…).
forbidden	The carrier refused the call (SIP 403).	The trunk is not allowed to call that destination, or the caller ID is not yours. Ask your carrier.
not_acceptable_here	Audio format mismatch (SIP 488).	Check the trunk codec. Greek and EU carriers usually want PCMA. See Your own carrier.
extension_rejected	The user’s extension or app rejected the call.	Expected.
failed_to_connect	Other connection failure.	Retry. If it repeats, send Support the Call ID.

Something is missing on your side

These reasons mean something has to be fixed in your account or at your carrier.

Reason	What is missing	Where to fix it
no_seconds_available_in_plan	Minutes. The plan is out of voice minutes.	Subscription & Billing: top up or upgrade.
no_channels_available_in_plan	Concurrent-call slots. The plan was already on its maximum number of simultaneous calls.	Subscription & Billing. See concurrent calls.
no_channels	Trunk channels. The carrier or trunk was already on its maximum number of simultaneous calls.	Raise the channel count at your carrier and on the trunk.
insufficient_balance_in_voip_provider	Carrier credit. Your carrier account is out of balance.	Top up at your carrier, not in Voice Logica.
voip_provider_issue, voip_temporary_issue	The carrier had a problem.	Retry. If it repeats, contact your carrier.
voip_phone_service_failed	The phone line failed to authenticate or register (SIP 403/404).	Check the trunk or line username and password in Telephony.
voip_phone_not_exist	The line used for the call was deleted.	Pick an existing trunk or line on the campaign or API call.
no_agent, no_agent_id_connected_to_phone	No agent on the number.	Put an agent on the number: agent → Channels → Telephony.
no_voip_connection_connected_to_phone	The number is not linked to a trunk or line.	Telephony.
forward_call_to_agent_<id>_not_found	A routing rule or workflow sends calls to an agent that no longer exists.	Fix the rule under Telephony → Routing, or the workflow.
outside_campaign_schedule	The campaign tried to dial outside its calling hours.	Expected. The lead gets dialed in the next window.
do_not_respond_to_call	A Call Start Trigger workflow told the agent not to answer (for example, a blocked caller). Status is No answer.	Expected, if you built that workflow.
fax	A fax machine called.	Nothing.
call_cancelled_during_pickup_delay	The caller hung up during the pickup delay, before the agent answered.	Shorten the pickup delay if this happens often.
mobile_busy_forward_user_unavailable, mobile_busy_forward_ai_fallback:<reason>	The call was forwarded to a user’s mobile, the user was busy or unavailable, and the AI took the call (or could not).	Check the user’s forwarding setup.

Platform side

You cannot fix these yourself. Send Support the Call ID.

Reason	Meaning
no_rtp_stream	No audio arrived for 30 seconds, so the call was closed.
no_rtp_service, rtp_alloc_failed	No media server was available for the call.
transfer_failed, transfer_rejected	The transfer could not be completed. The caller stays with the agent or is disconnected. Check the destination first.
shutdown	The call was closed during a server restart.

Outbound calls that never dialed

When a scheduled or campaign call is skipped before dialing, the reason is a sentence instead of a code. Examples: “Max retries reached”, “Daily attempt limit reached”, “Insufficient credits”, “Duplicate call”, “Campaign lead already closed”. The sentence says what stopped the call.

What is not covered here

• Your agent’s own Hang up reasons (for example call_completed) are set on Hang up. They are stored as the disconnection reason when the agent ends the call.
• The agent’s own free-text reasons are shown as written, not translated.

The call is Failed and has no reason

Send Support the Call ID. Every failed call should have a reason.

Which values do webhooks and the API send?

The same status and endCallReason codes as the tables above. Match on the code, not the translated label.

Next Steps

When something breaks: the symptom map.→Common questions: language, digits, email, concurrent slots.→Contact support: send the Call ID.→