Call Disconnection Reasons and Error Messages
Updated
This article lists the call disconnection reasons and error messages that may appear in the Care Console. These messages help contact center agents, supervisors, and administrators understand why a call ended orfailed, and whether any follow‑up action is required.
The reasons are grouped based on the stage or participant involved in the call.
Agent Call Rejection Reason Error Messages | |
Error Message | Description |
Voice Application Not Shared | An incoming call was received, but the Voice Application is not assigned to the agent. |
NailedUp Retry in Progress | This status appears when the system is performing a periodic retry to re‑establish the nailed‑up connection. If a call is assigned to the agent during this retry window, the platform automatically rejects the call and records the reason as “Nailed‑up retry in progress.” |
NailedUp is getting established | When the agent logs in, the nailed‑up connection may take a few seconds to establish. If a call is assigned before this connection is ready, the system may disconnect the call and record the reason as “Nailed‑up is getting established.” |
Media Device Issues | The browser cannot access the agent’s microphone, speaker, or headset. For more information on troubleshooting Headphone integration issues, refer to the |
Agent Not Ready | The agent is not in a Ready state when the system attempts to route a call. This can happen if the internet connection drops or if the system does not receive the agent’s updated status. |
Client Disconnected | The Voice Client disconnected just as the call was being assigned. |
Agent Busy | The agent is already on a call when another call attempt is made. This may indicate |
Agent Page Refreshed or Closed | The agent refreshed or closed the browser tab during an active or connecting session. |
Agent Skipped Preview Call | The agent intentionally skipped a preview call. |
Agent Unavailable | A call was routed to the agent while they were in an Unavailable state. |
VDI Disconnected | The agent’s Virtual Desktop Infrastructure (VDI) session was disconnected because of network or session timeout issues. |
Call Disconnection Stage Error Messages | |
Error Messages | Description |
Call Completed | The last interaction occurred with the agent. |
Disconnected in IVR | The last interaction occurred in the IVR. In some cases, this may still appear as “Completed.” |
Disconnected while Ringing | The call was disconnected after being offered to the agent but before they answered. |
Disconnected in Queue | The customer disconnected while waiting in the queue before the system assigned the |
Conversation Disconnection Reason Error Messages | |
Error Messages | Description |
External Disconnected | The external participant disconnected, and no other eligible participants remained |
Agent Page Refreshed or Closed | The agent refreshed or closed the browser tab. |
Primary Agent Left Call | The primary agent left the call when no other participant could be promoted to primary. |
Primary Agent Disconnected | Primary agent disconnected the call. |
Primary Participant Not Found | The system could not identify a valid primary participant after one disconnected. |
Customer Disconnected | The customer disconnected, and no remaining participants could continue the call. |
Voice Mail Detected | The backend system detected voicemail on the line and disconnected accordingly. |
Customer Disconnect Reasons Error Messages | |
Error Messages | Description |
Call failed in IVR | A configuration issue in the IVR caused the call to fail. Contact Support. |
Call completed in IVR | The participant reached a hang‑up node in the IVR. |
Voice mail received | The system detected voicemail. |
System disconnected | Sprinklr requested the disconnection. |
${Primary Agent} removed ${Secondary Agent} | When the primary participant requests to disconnect another participant. |
Customer Disconnected | The customer ended the call. When this happens during ringing, the UI displays: “The call ended before it could be answered.” |
${Primary Agent} left the Call | The primary participant disconnected, and no other participant could be made primary. |
Call Failure Reason Shown on UI | Displays translated call failure reasons in the UI for agents. |
Disconnection Type Error Messages | |
Error Messages | Description |
Agent | The agent disconnected. |
Remote | The customer disconnected or a network issue occurred on the customer’s side. |
System | The system disconnected the call because of a failure (such as an IVR failure) or because the workflow reached its final step. |
Agent Disconnect Reasons Error Messages | |
Error Messages | Description |
Agent Dropped due to Network Issue | The WebRTC connection failed because of the agent’s internet or VPN interruption. |
IVR Transfer Completed | The call disconnected after completing an IVR transfer. |
Call Disconnected by Provider | The telecom provider (such as Ozonetel) did not send a disconnect webhook to the |
Warm Transfer Completed | The call disconnected after a warm transfer. |
Blind Transfer Completed | The call disconnected after a blind transfer. |
Agent aborted before connecting | The agent disconnected before the call reached the browser. |
Agent interrupted the session | The agent refreshed or closed the page. |
Agent Disconnected | The agent intentionally or unintentionally disconnected. |
System disconnected | The system disconnected the call because of a failure (such as an IVR failure) or |
Agent requested Disconnect | The disconnect button was clicked. |
Customer Disconnected While Ringing | The customer disconnected while the agent was in the ringing state. |
${Primary Agent} left the Call | The primary participant disconnected, and no participant could be made primary. |
External Disconnect Reasons | |
Error Messages | Description |
System disconnected | The system disconnected the call because of a failure (such as an IVR failure) or because the workflow reached its final step. |
${Primary Agent} requested Disconnect | The primary participant clicked the disconnect button. |
External Participant Disconnected | When the external participant disconnects the call on their device. |
Customer Disconnected While Ringing | The customer disconnected while the call was still in the ringing state. |
${Primary Agent} left the Call | The primary participant disconnected, and no other participant could be made primary. |
Generic | |
Error Messages | Description |
Agent Dropped due to Network Issue | The system received a HeartBeatMissed event indicating a connectivity issue on the agent’s side. |
External Participant Disconnected | An external participant (Agent or Supervisor) disconnected. |
Call Failed | The call failed for this participant (Customer or Agent). |