Hang-up Cause Codes
Overview
When a call disconnects, Ameyo records the reason as a hang-up cause code, also called hang-up details. Use this reference to find out who ended a call and why.
Codes are grouped by who ended the call: agent, customer, supervisor, or the system. Each code lists the call directions it applies to (Inbound, Outbound or both) and, where it matters, the dial mode (Manual, Auto Preview or Auto).
Quick reference
Cause code | Disconnected by | Applies to | Summary |
|---|---|---|---|
Agent_Hangup_Phone | Agent | All call types | Agent manually disconnected the call from the soft phone or IP phone |
Agent_Hangup_UI | Agent | All call types | Agent disconnected the call from the Ameyo user interface |
Customer_Hangup_Phone | Customer | All call types | Customer disconnected the call on their own, so the customer call leg was dropped by the customer |
Customer_Hangup_UI | Agent (via UI) | All call types | Agent used the Hangup Customer option in the Ameyo UI; the customer call leg disconnects first |
System_Media | System | Outbound (Manual, Auto Preview) and Inbound | Call disconnected before the parties were connected (no answer, rejection, codec mismatch, unreachable phone) |
System_Hangup | Supervisor | Outbound (Manual, Auto) and Inbound | Supervisor disconnected a call from the console |
normal.clearing | Either party | Inbound and Outbound | Call cleared because one of the users requested it |
Agent and customer hang-up codes
These four codes apply to all call types and show which side ended the call and from where.
Cause code | Meaning |
|---|---|
Agent_Hangup_Phone | The agent manually disconnected the call from the soft phone or IP phone. |
Agent_Hangup_UI | The agent disconnected the call from the Ameyo user interface. |
Customer_Hangup_Phone | The customer disconnected the call on their own, so the customer call leg was dropped by the customer. |
Customer_Hangup_UI | The agent disconnected the call from the Ameyo UI using the Hangup Customer option. The customer call leg disconnects first. |
Customer_Hangup_UI is triggered by the agent, not the customer. The code name reflects that the customer call leg disconnects first.
system_media
System_Media is set when the system disconnects a call before the parties are connected. The causes depend on the call type.
Call type | Direction | Causes |
|---|---|---|
Manual Dial | Outbound | The agent phone rings but the agent does not answer. The agent rejects the call. The agent phone codec is incompatible with the SIP entity. The customer phone rings but the customer does not answer. The customer rejects the call. |
Auto Preview Dial | Outbound | The agent phone rings but the agent does not answer. The agent rejects the call. The agent phone codec is incompatible with the SIP entity. The customer phone rings but the customer does not answer. The customer rejects the call. |
Inbound | Inbound | The nodeflow hangs up the call without answering it. The customer call is not answered. The agent's phone is not reachable. The customer answers the call but the agent does not answer it. |
system_hangup
System_Hangup is displayed when a supervisor disconnects a call from the supervisor console. It applies to Outbound calls (Manual Dial and Auto Dial) and to Inbound calls. The same scenarios apply to all three.
Agent action | Transferee (the agent who receives the call) | Supervisor action |
|---|---|---|
Agent and customer are both connected | No transfer | Hangs up the call |
Transfers the call | Does not answer | Disconnects the call |
Transfers the call | Answers | Still disconnects the call |
Puts the call on hold, then transfers it | Does not answer | Disconnects the call |
Puts the call on hold, then transfers it | Answers | Still disconnects the call |
Puts the call on hold, then resumes it | No transfer | Disconnects the call |
Puts the call on hold and does not resume it | No transfer | Disconnects the call |
normal.clearing
normal.clearing means the call was cleared because one of the users on the call requested it. It applies to Inbound and Outbound calls. Under normal conditions, the network is not the source of this cause.
The following situations are listed under this code:
Situation |
|---|
Response to a status enquiry |
A normal or unspecified number |
Channel not implemented |
Information element not implemented or does not exist |
Trying to connect with the customer |
The call is being forwarded |
The call is queued |
Session progress |
Extension required |
Interval too brief |
Destination address is incomplete |
Server timed out |