Decode the hangup cause codes in your call reports so you know why each call ended and determine whether any action is needed.
Calls made in Voice Broadcast can terminate for many reasons: network failures, a busy contact, or invalid number formats. These outcomes are reported in telecom terms that can be hard to interpret. You'll see them in the Disposition column on Reports > All Reports > Call Reports. See Read your Voice Broadcast reports and statistics for how to open and read that report. This glossary provides a clear explanation of each hangup cause.
Hangup causes
Cause |
What it means |
|---|---|
| NORMAL_UNSPECIFIED | A normal call event. The call hung up after the conversation, and there was no error on the telecom side. |
| UNALLOCATED_NUMBER | The number dialed was invalid or not currently assigned to anyone. |
| NO_USER_RESPONSE | The called person didn't respond within the time limit set by the telecom operator. CallHub has no control over this. |
| UNKNOWN | The call failed at the carrier end for unknown reasons. |
| NO_ANSWER | The called person was alerted of the incoming call but did not pick up. (Different from NO_USER_RESPONSE, where the operator didn't even detect that the call rang.) |
| USER_BUSY | The person called was already on another call and couldn't accept a new one. |
| NORMAL_CLEARING | The call ended normally because the conversation was complete. |
| NORMAL_TEMPORARY_FAILURE | The network was temporarily unavailable, and the VoIP call couldn't be established. |
| CALL_REJECTED | The person called rejected the incoming call. |
| ORIGINATOR_CANCEL | The call was canceled by the caller before it was answered. |
| INVALID_NUMBER_FORMAT | The dialed number was in an invalid format. |
| RECOVERY_ON_TIMER_EXPIRE | Often related to NAT (network) issues. The system initiated error recovery procedures for the call. |
| INTERWORKING | The call ended because it was an interworking call (usually related to SW56 services). |
What you can act on
- Clean these numbers from your contact list: UNALLOCATED_NUMBER and INVALID_NUMBER_FORMAT point to numbers that can never connect — remove or correct them.
- Worth retrying: USER_BUSY, NO_ANSWER, and NO_USER_RESPONSE mean the number is reachable, but the person didn't or couldn't answer this time.
- Network or technical: The remaining causes reflect normal call endings, contact choices (CALL_REJECTED, ORIGINATOR_CANCEL), or carrier-side conditions you can't influence directly. If a cause like UNKNOWN or RECOVERY_ON_TIMER_EXPIRE appears often, contact support with the affected Call IDs available in the call report for investigation.
FAQs
What's the difference between NO_ANSWER and NO_USER_RESPONSE?
With NO_ANSWER, the operator confirmed the call rang, but the person did not pick up. With NO_USER_RESPONSE, the operator didn't even detect that the call rang before the time limit expired.
Are NORMAL_CLEARING and NORMAL_UNSPECIFIED failures?
No. Both indicate normal call endings with no error on the telecom side; the conversation completed, and the call hung up.
Can CallHub prevent causes like NO_USER_RESPONSE or UNKNOWN?
No. These are determined by the telecom operator or carrier, and CallHub has no control over them. If you see them repeatedly for the same numbers, share the Call IDs with support so we can investigate.
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