Call Disconnection Reasons and Error Messages
Updated
This article provides information related to call disconnection reason and their corresponding details displayed on the Care Console. These labels help reduce the number of support tickets by providing immediate clarity to the IC, MS, or Sprinklr team whenever a disconnection occurs.
Customer Disconnect Reasons | ||
Disconnect Reason Code | Additional Information | Updated Label |
VOICE_DISCONNECT_REASON.IVR_CONFIGURATION_ISSUE | Configuration issue – To be fixed by the support team. | Call failed in IVR |
VOICE_DISCONNECT_REASON.PROCESS_ENGINE_FAILURE | Configuration issue – To be fixed by the support team. | Call failed in IVR |
VOICE_DISCONNECT_REASON.IVR_HANGUP | When a participant reaches the hang-up node in the IVR. | Call completed in IVR |
VOICE_DISCONNECT_REASON.VOICE_MAIL_DETECTED | When the backend detects a voicemail. | Voice mail received |
VOICE_DISCONNECT_REASON.SYSTEM_REQUESTED_DISCONNECT | When Sprinklr requests a disconnection. | System disconnected |
VOICE_DISCONNECT_REASON.PARTICIPANT_REQUESTED_DISCONNECT | When the primary participant requests to disconnect another participant. | ${Primary Agent} removed ${Secondary Agent} |
VOICE_DISCONNECT_REASON.PARTICIPANT_HANGUP | When the customer leaves the call. When a call is ringing on the agent side and the customer disconnects, the backend may send CUSTOMER_DISCONNECTED as error code. If the customer disconnects while the call is ringing on the Agent side, the Care Console UI will display; "The call ended before it could be answered". | Customer Disconnected |
VOICE_DISCONNECT_REASON.PRIMARY_PARTICIPANT_NOT_FOUND | When the primary participant disconnects, and no other participant can be made primary. | ${Primary Agent} left the Call |
VOICE_SEND_TRANSLATED_CALL_FAILURE_REASON_IN_PUSHER_ENABLED | Displays translated call failure reasons in the snackbar for end-user visibility. | Call Failure Reason Shown on UI |
VOICE_CALL_CANCELLED_PARTICIPANT_ACTION_ENABLED | Sends participant action when a call is cancelled, allowing UI to reflect it properly. | Cancelled Call Participant Action Sent |
VOICE_CALL_CANCELLED_PARTICIPANT_STATE_ENABLED | Tracks call cancellation status in reporting for analytics and review. | Cancelled Call Participant State in Reports |
Agent Disconnect Reasons | ||
Disconnect Reason Code | Additional Information | Updated Label |
VOICE_DISCONNECT_REASON.PEER_CONNECTION_FAILED | When the WebRTC P2P connection breaks due to a VPN or internet disconnection. | Agent Dropped due to Network Issue |
VOICE_DISCONNECT_REASON.DISCONNECTED_AFTER_COMPLETE_IVR_TRANSFER | After completing an IVR transfer. | IVR Transfer Completed |
VOICE_DISCONNECT_REASON.CLIENT_DISCONNECTED | When OZ doesn't send the DISCONNECT webhook to the Sprinklr backend, and the client is disconnected. | Call Disconnected by Provider |
VOICE_DISCONNECT_REASON.DISCONNECTED_AFTER_COMPLETE_TRANSFER | After completing a regular transfer. | Warm Transfer Completed |
VOICE_DISCONNECT_REASON.DISCONNECTED_AFTER_BLIND_TRANSFER | After completing a blind transfer. | Blind Transfer Completed |
VOICE_DISCONNECT_REASON.AGENT_DISCONNECTED_BEFORE_CALL_CAME_TO_BROWSER | When the agent disconnects before the call reaches the browser. | Agent aborted before connecting |
VOICE_DISCONNECT_REASON.AGENT_PAGE_REFRESHED_OR_CLOSED | When the agent refreshes or closes the page. | Agent interrupted the session |
VOICE_DISCONNECT_REASON.AGENT_COMPLETED | When the agent completes the call. | Agent Disconnected |
VOICE_DISCONNECT_REASON.VOICE_MAIL_DETECTED | When the backend detects a voicemail. | Voice mail received |
VOICE_DISCONNECT_REASON.SYSTEM_REQUESTED_DISCONNECT | When Sprinklr requests a disconnection. | System disconnected |
VOICE_DISCONNECT_REASON.PARTICIPANT_REQUESTED_DISCONNECT | When the disconnect button is clicked from the call controls. | Agent requested Disconnect |
VOICE_DISCONNECT_REASON.PARTICIPANT_HANGUP | When the participant disconnects the call on their device. | Agent Disconnected |
VOICE_DISCONNECT_REASON.CUSTOMER_DISCONNECTED | When the customer disconnects while the agent is still in the init or ringing state. | Customer Disconnected While Ringing |
VOICE_DISCONNECT_REASON.PRIMARY_PARTICIPANT_NOT_FOUND | When the primary participant disconnects, and no other participant can be made primary. | ${Primary Agent} left the Call |
External Disconnect Reasons | ||
Disconnect Reason Code | Additional Information | Updated Label |
VOICE_DISCONNECT_REASON.SYSTEM_REQUESTED_DISCONNECT | When Sprinklr requests a disconnection. | System disconnected |
VOICE_DISCONNECT_REASON.PARTICIPANT_REQUESTED_DISCONNECT | When the disconnect button is clicked from the call controls. | ${Primary Agent} requested Disconnect |
VOICE_DISCONNECT_REASON.PARTICIPANT_HANGUP | When the external participant disconnects the call on their device. | External Participant Disconnected |
VOICE_DISCONNECT_REASON.CUSTOMER_DISCONNECTED | When the customer disconnects while the agent is still in the init or ringing state. | Customer Disconnected While Ringing |
VOICE_DISCONNECT_REASON.PRIMARY_PARTICIPANT_NOT_FOUND | When the primary participant disconnects, and no other participant can be made primary. | ${Primary Agent} left the Call |
External Disconnect Reasons | ||
Disconnect Reason Code | Additional Information | Updated Label |
VOICE_DISCONNECT_REASON.SYSTEM_REQUESTED_DISCONNECT | When Sprinklr requests a disconnection. | System disconnected |
VOICE_DISCONNECT_REASON.PARTICIPANT_REQUESTED_DISCONNECT | When the disconnect button is clicked from the call controls. | ${Primary Agent} requested Disconnect |
VOICE_DISCONNECT_REASON.PARTICIPANT_HANGUP | When the external participant disconnects the call on their device. | External Participant Disconnected |
VOICE_DISCONNECT_REASON.CUSTOMER_DISCONNECTED | When the customer disconnects while the agent is still in the init or ringing state. | Customer Disconnected While Ringing |
VOICE_DISCONNECT_REASON.PRIMARY_PARTICIPANT_NOT_FOUND | When the primary participant disconnects, and no other participant can be made primary. | ${Primary Agent} left the Call |
External Disconnect Reasons | ||
Disconnect Reason Code | Additional Information | Updated Label |
VOICE_DISCONNECT_REASON.SYSTEM_REQUESTED_DISCONNECT | When Sprinklr requests a disconnection. | System disconnected |
VOICE_DISCONNECT_REASON.PARTICIPANT_REQUESTED_DISCONNECT | When the disconnect button is clicked from the call controls. | ${Primary Agent} requested Disconnect |
VOICE_DISCONNECT_REASON.PARTICIPANT_HANGUP | When the external participant disconnects the call on their device. | External Participant Disconnected |
VOICE_DISCONNECT_REASON.CUSTOMER_DISCONNECTED | When the customer disconnects while the agent is still in the init or ringing state. | Customer Disconnected While Ringing |
VOICE_DISCONNECT_REASON.PRIMARY_PARTICIPANT_NOT_FOUND | When the primary participant disconnects, and no other participant can be made primary. | ${Primary Agent} left the Call |
Generic | ||
Disconnect Reason Code | Additional Information | Updated Label |
AGENT_HEART_BEAT_MISSED | When ACD sends a HeartBeatMissed event, indicating that the agent is experiencing internet issues. | Agent Dropped due to Network Issue |
EXTERNAL_DISCONNECTED | When an external participant disconnects. | External Participant Disconnected |
CALL_FAILED | When a call fails for a participant. | Call Failed |