When an outbound call hasDocumentation Index
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not_connected status, the call failed to reach the destination. The cause is tracked in the disconnection_reason field.
Disconnection Reasons for Not Connected Calls
| Reason | Description |
|---|---|
invalid_destination | Destination number has spaces, invalid characters, or wrong format (check E.164) |
telephony_provider_permission_denied | SIP trunk authentication failed |
telephony_provider_unavailable | Telephony provider is down or erroring |
sip_routing_error | SIP routing loop or misconfiguration |
marked_as_spam | Call blocked because the number is marked as spam |
user_declined | User explicitly declined the call |
dial_failed | SIP error code unavailable or unknown error |
dial_busy | Number dialed is busy |
dial_no_answer | Number dialed did not answer |
Troubleshooting Steps
Check call history and detailed log
The log contains the disconnection reason, error message, and optionally a SIP error code. If a SIP error is present, check the PCAP file for details — see Debug Calls with PCAP.
PCAP files are only available when the agent’s data retention is set to Everything and SIP transport is UDP/TCP. TLS transport calls will not have a PCAP.
Dig deeper if logs are insufficient
For custom telephony:
- Double-check your imported number configuration
- If configuration is wrong, delete and re-import the number
- If still failing, check with your telephony provider for their-side errors
- Ensure the destination number can accept calls (UponAI numbers currently call US numbers only)
Number Marked as Spam
High outbound call volume spikes without warmup, or a low pickup rate, can cause carriers to mark your number as spam. Remediation options:- Purchase a new number and warm it up slowly before routing full traffic to it
- Increase your pickup rate — see Increase Call Pickup Rate
- Register with the verified phone number feature — see Verified Phone