Call disconnection reasons

Find the Disconnection Reason through Dashboard or get-call API.

Please note that when phone numbers enagage in a lot of short calls in a short period, it might be marked as spam at carrier level, which in turn leads to number being blocked and show up as dial_failed.

Disconnection Reason	Description
user_hangup	Expected behavior, user hangup the call.
agent_hangup	Expected behavior, AI agent hangup the call.
call_transfer	Expected behavior, AI agent transferred the call.
voicemail_reached	Expected behavior, if AI agent configured voicemail settings, and reached voicemail.
inactivity	Expected behavior, call was terminated due to the “end_call_after_silence_ms” setting reached after long inactivity.
machine_detected	Expected behavior, call was terminated due to the “drop_call_if_machine_detected” setting triggering when an voicemail or similar is detected.
max_duration_reached	Expected behavior, call was terminated due to maximum duration reached.
concurrency_limit_reached	Error, concurrency limit reached, add a retry with exponential backoff. Or consider enterprise plan.
no_valid_payment	Error, no valid payment registered on file, or service shut down due to bill overdue.
scam_detected	Error, scam detected for that particular agent.
error_inbound_webhook	Error, failed to retrieve dynamic variables for inbound phone call.
dial_busy	The number dialed in busy.
dial_failed	Dailing failed, might be due to callee number is non existent, or the agent number is marked as spam and got blocked.
dial_no_answer	The number dialed did not answer.
error_twilio	Error, Twilio websocket connection between TalkStack server encountered an error.
error_asr	Error, ASR encountered a problem.
error_unspecified	Error, unspecified problem.
error_vonage	Error, Vonage websocket connection between TalkStack server encountered an error.
registered_call_timeout	Error, phone call is 30s or more apart from registering.

You have ran out of credit, and have not added payment account.

To check your credit balance, go to the Dashboard and click on the “Billing” tab. You have been rate limited.

Check Concurrency Guide for more info.

Apart from these common causes, there are other possible causes for this issue for different scenarios.

​ Phone Call with Custom Twilio

There’re a couple possible causes for this issue:

Check if your Twilio account has enough balance to make the call.

Check if your voice webhook for Twilio is correctly set up. You can add logging to see if that’s being called. Check if in voice webhook you returned the correct audio websocket url.

Check if your Register Call API is correctly called and returned the correct response. ​

​ Problem During the call

This refers to the broad category of issues that occur during the call, such as:

call dropped during the call

agent not responding

function calling not working