Agent Call Rejection Reason Error Messages

Error Message

Description

Voice Application Not Shared

This error occurs when an incoming call is received, but the Voice Application has not been shared or assigned to the agent handling the call.

NailedUp Retry in Progress

This is related to periodic nailed up. This error message is specific to few customers. Contact Support for more information. 

NailedUp is getting established

When a nailedup call is assigned to the agent but nailedup is not established on UI, the offer is rejected with this reason.

Media Device Issues

Issues related to media devices.

Agent Not Ready

SIP Client is not in Ready State and call is assigned to the agent for ex-internet connection provider connection breaks and there might be scenarios in which backend didn't get any information that agent is in connection state. Also, best practices such as heartbeat is not enabled.

Client Disconnected

SIP Client got disconnected and Call is assigned to the agent. Example, there might be scenarios in which SIP connected but connection breaks just at that instant when agent picks the call.

Agent Busy

SIP Client is in Busy State and Call comes to the agent. Example, the call is in progress and the call comes but ideally this shouldn't happen. This could be backend & UI state mismatch issue.

Agent Page Refreshed or Closed

Agent refreshed in between the call session.

Agent Skipped Preview Call

Assignment Skipped In Preview Call By Agent.

Agent Unavailable

When Agent status is Unavailable and the agent gets a call.

VDI Disconnected

Indicates that the VDI client got disconnected, likely due to network or session termination issues.

Call Disconnection Stage Error Messages

Error Messages

Description

Call Completed

If last interaction is with agent on the call.

Disconnected in IVR

If last interaction is with IVR(might happen that after IVR, it shows Completed as it shows last state of call)

Disconnected while Ringing

If the call gets disconnected when call is already offered to agent before the agent accepting.

Disconnected in Queue

When we requested for agent but ACD is yet to assign an agent.

Conversation Disconnection Reason Error Messages

Error Messages

Description

External Disconnected

External Participant Disconnected, and no other 2 eligible participant are there in call to keep it going.

Agent Page Refreshed or Closed

Agent interrupted the session.

Primary Agent Left Call

When only primary agent leaves call with disconnect others false, and disconnection request from UI.

Primary Agent Disconnected

Primary agent disconnected the call.

Primary Participant Not Found

Call disconnected for primary participant and agent is unable to make any other participant as primary.

Customer Disconnected

Customer disconnected and no other 2 eligible participant are there in call to keep it going.

Voice Mail Detected

Voice Mail Detected

Customer Disconnect Reasons Error Messages

Error Messages

Description

Call failed in IVR

Configuration issue – To be fixed by the support team.

Call completed in IVR

When a participant reaches the hang-up node in the IVR.

Voice mail received

When the backend detects a voicemail.

System disconnected

When Sprinklr requests a disconnection.

${Primary Agent} removed ${Secondary Agent}

When the primary participant requests to disconnect another participant.

Customer Disconnected

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".

${Primary Agent} left the Call

When the primary participant disconnects, and no other participant can be made primary.

Call Failure Reason Shown on UI

Displays translated call failure reasons in the snackbar for end-user visibility.

Cancelled Call Participant Action Sent

Sends participant action when a call is cancelled, allowing UI to reflect it properly.

Cancelled Call Participant State in Reports

Tracks call cancellation status in reporting for analytics and review.

Disconnection Type Error Messages

Error Messages

Description

Agent

Agent Disconnected

Remote

Due to network issue / customer disconnected

System

Sprinklr system disconnecting call due to failure(ivr failure and so on) or reached last workflow/defined last process.

Agent Disconnect Reasons Error Messages

Error Messages

Description

Agent Dropped due to Network Issue

When the WebRTC P2P connection breaks due to a VPN or internet disconnection.

IVR Transfer Completed

After completing an IVR transfer.

Call Disconnected by Provider

When OZ doesn't send the DISCONNECT webhook to the Sprinklr backend, and the client is disconnected.

Warm Transfer Completed

After completing a regular transfer.

Blind Transfer Completed

After completing a blind transfer.

Agent aborted before connecting

When the agent disconnects before the call reaches the browser.

Agent interrupted the session

When the agent refreshes or closes the page.

Agent Disconnected

When the agent completes the call.

Voice mail received

When the backend detects a voicemail.

System disconnected

When Sprinklr requests a disconnection.

Agent requested Disconnect

When the disconnect button is clicked from the call controls.

Agent Disconnected

When the participant disconnects the call on their device.

Customer Disconnected While Ringing

When the customer disconnects while the agent is still in the init or ringing state.

${Primary Agent} left the Call

When the primary participant disconnects, and no other participant can be made primary.

External Disconnect Reasons

Error Messages

Description

System disconnected

When Sprinklr requests a disconnection.

${Primary Agent} requested Disconnect

When the disconnect button is clicked from the call controls.

External Participant Disconnected

When the external participant disconnects the call on their device.

Customer Disconnected While Ringing

When the customer disconnects while the agent is still in the init or ringing state.

${Primary Agent} left the Call

When the primary participant disconnects, and no other participant can be made primary.

Generic

Error Messages

Description

Agent Dropped due to Network Issue

When ACD sends a HeartBeatMissed event, indicating that the agent is experiencing internet issues.

External Participant Disconnected

When an external participant disconnects.

Call Failed

When a call fails for a participant.