Call hangup causes for Voice and Call Center Campaigns

Calls made in Voice broadcast and Call center campaigns terminate with multiple reasons either due to network failures or if the user is busy or invalid number formats. Typically the call failures are presented in the telecom terms and are often difficult to interpret.

This help document covers the common hangup causes and attempts to explain them in user-friendly language.

Hangup causes:

• NORMAL_UNSPECIFIED – This indicates 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 – This is often related to NAT (network) issues. It means the system initiated error recovery procedures for the call.

• INTERWORKING – The call ended because it was an interworking call (usually related to SW56 services).