> ## Documentation Index > Fetch the complete documentation index at: https://docs.sigmamind.ai/llms.txt > Use this file to discover all available pages before exploring further. # Termination Reasons Every call handled by SigmaMind ends with a **Termination Reason** — a system-assigned value that tells you exactly how and why the call session closed. This value appears in the **Call Logs** table under the `Terminated reason` column and is also returned via the API as `terminationReason` on any call record. Understanding termination reasons helps you: * Monitor agent performance and call quality * Identify calls that ended unexpectedly or due to failures * Improve agent prompts based on how conversations are closing * Filter and segment call data for reporting and analytics *** ## Where to Find Termination Reasons ### In the Dashboard 1. Go to **Home Dashboard** 2. From the left panel, click **Conversations** 3. Open the **Calls** tab 4. Look for the **Terminated reason** column in the calls table Each row shows one of the reason values listed below. ### Via the API Termination reason is returned in the `terminationReason` field when you fetch a call record: ```bash theme={null} GET https://api.sigmamind.ai/v1/calls/{callId} ``` **Example response:** ```json theme={null} { "callId": "call_AuUKK371Spr5nHJS", "status": "ended", "terminationReason": "user_ended_call", "duration": 120, "startTime": "2024-04-20T10:00:00.000Z", "endTime": "2024-04-20T10:02:00.000Z" } ``` `terminationReason` is `null` if the call has not yet ended (status is `in_progress` or `scheduled`) *** ## All Termination Reasons ### `silence_timed_out` **The call was terminated due to prolonged silence or no interaction.** SigmaMind detected that neither the customer nor the agent was speaking for an extended period. The platform automatically closed the session to avoid an open, idle connection. **Common triggers:** * Customer put the phone down without hanging up * Customer was placed on hold manually but the AI did not detect activity resuming * Network or audio issues caused one side to stop transmitting * The agent was waiting for a response that never came **What it means for you:** Silence timeout terminations usually point to either a customer who disengaged quietly or a technical audio issue. Review the transcript to see where the silence began. **How to reduce it:** * Configure silence handling in **Call Settings** — set a maximum silence duration and a prompt the agent should play (e.g., "Are you still there?") before terminating * Ensure your agent prompts are open-ended enough to keep the customer engaged *** ### `agent_ended_call` **The AI agent terminated the call programmatically.** This happens when the agent executes the `voice_end_call` tool based on its configured instruction. It is the expected, intentional ending for any call where the AI completes its task and closes the conversation cleanly. **Common triggers:** * Customer confirmed a booking, renewal, or action * Customer said goodbye or "that's all" * Customer declined the offer or asked to be removed from the list * Agent reached the end of its script after all steps completed **What it means for you:** This is a healthy termination reason. A high proportion of `agent_ended_call` in your call logs means your agent is closing conversations correctly and consistently. **How to control it:** Configure the `voice_end_call` tool in your agent with a precise instruction. *** ### `user_ended_call` **The customer or user hung up first.** The call ended because the person on the other end disconnected — either by pressing the hang-up button on their phone, saying "goodbye" without triggering the agent's end-call tool, or simply dropping the line. **Common triggers:** * Customer finished the conversation and hung up before the agent did * Customer lost patience mid-conversation * Customer accidentally disconnected * Customer was not satisfied and dropped the call **What it means for you:** Occasional `user_ended_call` is normal — many customers will hang up on their own. However, a high rate of this reason, especially early in calls, may indicate the agent is not engaging the customer effectively or is failing to trigger its own `voice_end_call` tool cleanly. **How to improve:** * Review transcripts of calls with this reason to identify drop-off points * Ensure the agent has a warm, natural closing flow so it ends the call before the customer feels they need to hang up themselves *** ### `voicemail_detected` **The call reached voicemail and was not answered live.** SigmaMind's voicemail detection identified that the call connected to an automated voicemail system rather than a live person. The platform terminated the call rather than leaving a message (unless voicemail drop is configured). **Common triggers:** * Customer's phone went to voicemail (did not answer) * Business line is outside operating hours and routes to voicemail * Customer's phone is switched off **What it means for you:** For outbound campaigns, a high `voicemail_detected` rate can indicate poor timing (calling outside peak hours), list quality issues (inactive numbers), or the need to adjust retry schedules. **How to handle it:** * Use **Campaign Settings** to set preferred calling hours that align with your audience's availability * Configure retry logic to attempt the number again at a different time * Enable voicemail drop if you want the agent to leave a pre-recorded message *** ### `ivr_detected` **The call connected to an automated IVR (Interactive Voice Response) system instead of a live person.** SigmaMind detected that the answered call was an automated phone menu rather than a human recipient. The platform terminated the call to avoid the agent interacting with a non-human system. **Common triggers:** * Calling a business number that routes through an IVR before reaching a person * The destination number has an automated attendant or press-1 menu * Corporate or multi-department lines with front-end automation **What it means for you:** A high `ivr_detected` rate in your campaign may indicate that your contact list includes business switchboard numbers rather than direct lines, or that you are calling during hours when live agents are unavailable. **How to handle it:** * Review your contact list to ensure you are dialling direct lines where possible * Consider adjusting call timing to hours when live staff are more likely to answer *** ### `agent_transferred_call` **The AI agent transferred the call to another destination.** The call session on SigmaMind's side was closed because the agent performed a call transfer — handing the conversation off to a human agent, a different number, or another system. **Common triggers:** * Customer requested to speak to a human * Agent reached an escalation point in its script * Transfer tool was triggered based on customer intent or outcome **What it means for you:** `agent_transferred_call` is an expected and intentional outcome when your agent is configured with transfer logic. Monitor this rate to understand how often escalations occur and whether transfer destinations are handling calls effectively. *** ### `max_call_duration_exceeded` **The call reached the maximum allowed duration and was automatically terminated.** SigmaMind enforces a configurable maximum call duration to prevent runaway sessions. When a call hits this limit, it is closed regardless of where the conversation is. **Common triggers:** * An unusually long conversation that exceeded the set limit * A loop or repeated exchange in the agent's script that kept the call running * A customer who stayed on the line for an extended period without resolution **What it means for you:** Calls hitting `max_call_duration_exceeded` may indicate the agent is not resolving the customer's request efficiently, or that the max duration setting is too short for your use case. **How to adjust it:** Go to **Call Settings** → **Max Call Duration** to increase or decrease the limit. Review transcripts of `max_call_duration_exceeded` calls to check whether the agent is looping or stalling. *** ### `dial_telephony_permission_denied` **Outbound dialling was blocked by the telephony provider due to a permission or authorisation issue.** The call could not be placed because SigmaMind's telephony provider rejected the dial request at the permission level — not because the destination number is invalid, but because the originating account or number is not authorised to place this type of call. **Common triggers:** * Outbound calling not enabled on the account or phone number * Geographic or international dialling restrictions in place * Caller ID or originating number not verified or approved * Account compliance hold or restriction applied by the provider **What it means for you:** This is a configuration or account-level issue, not a problem with the destination number. It requires action on your SigmaMind account or telephony settings. **How to investigate:** Review your telephony provider permissions, confirm outbound calling is enabled for the originating number, and contact SigmaMind support if the issue persists. *** ### `dial_invalid_destination` **The call could not be placed because the destination number was invalid.** SigmaMind or the carrier rejected the dial attempt because the destination phone number is not a valid, dialable number. **Common triggers:** * Phone number is not in valid E.164 format (`+[country code][number]`) * Number contains invalid characters or incorrect digit count * Number is not assigned or does not exist on the carrier network **What it means for you:** Isolated `dial_invalid_destination` calls indicate bad numbers in your contact list. A high rate may point to a data quality issue with your list or an incorrect number format being passed to the API. **How to fix it:** Validate all numbers are in E.164 format before importing or passing them to SigmaMind. Remove or correct invalid entries from your list. *** ### `dial_no_answer` **The call rang but was not picked up within the timeout period.** SigmaMind dialled the number, the carrier confirmed ringing, but no one answered before the configured timeout expired. **Common triggers:** * Customer did not hear or see the incoming call * Customer chose not to answer an unknown number * The number is valid but the person is unavailable **What it means for you:** `dial_no_answer` is the most common outbound non-connection reason. A high rate may suggest poor timing, unrecognised caller ID, or list quality issues. **How to handle it:** * Retry no-answer calls at different times of day to increase contact rate * Use a local or recognisable phone number as the caller ID to improve answer rates * Segment your campaign by timezone to call during reasonable hours *** ### `dial_user_declined` **The recipient actively declined the incoming call.** The destination phone rang and the recipient explicitly rejected it — pressing the decline button or otherwise actively dismissing the call rather than simply not answering. **Common triggers:** * Customer saw the incoming number and chose not to answer * Customer is on Do Not Call preference and recognised the number * Repeated calls from the same number causing the recipient to decline **What it means for you:** Unlike `dial_no_answer`, this is an active rejection. A high rate may indicate caller ID recognition issues, poor list targeting, or contact frequency that is too high for the audience. **How to handle it:** * Review call frequency and avoid contacting the same number too often * Ensure your caller ID is recognisable and trustworthy to your target audience * Audit your contact list for numbers that have repeatedly declined *** ### `dial_busy` **The destination number was busy when the call was attempted.** The outbound call connected to the carrier, but the recipient's line was engaged with another call at the time of dialling. **Common triggers:** * The customer was already on another call * The destination number has a single line with no call waiting * High-volume campaign dialling the same number simultaneously **What it means for you:** `dial_busy` is a carrier-level outcome outside SigmaMind's control. It is expected at a low rate in any outbound campaign. **How to handle it:** * Configure campaign retry settings to re-attempt busy numbers after a defined interval (e.g., 30–60 minutes) * Avoid concentrating calls to the same number in a short time window *** ### `dial_failed` **The outbound call failed due to a SIP or telephony error.** The call could not be connected because of a SIP-level or telephony provider error — distinct from permission denials or invalid numbers, this indicates a technical failure in the call routing or connection process. **Common triggers:** * SIP configuration error on a BYO or SIP trunk number * Carrier routing failure or temporary outage * SIP signalling error during call setup * Incompatible codec or SIP parameters **What it means for you:** Isolated `dial_failed` calls may be transient carrier issues. A sustained spike may indicate a SIP misconfiguration or a carrier-side problem. **How to investigate:** * Review SIP configuration if using BYO or SIP trunking * Check carrier status for any reported outages * Contact SigmaMind support if the issue persists across multiple calls *** ### `error_credit_limit_reached` **The call was terminated because the account's credit balance was insufficient.** SigmaMind could not continue or initiate the call because the account has reached its credit limit or has insufficient balance to cover the call cost. **What it means for you:** Active campaigns may pause or calls may terminate mid-session if credit runs out. This requires immediate action to restore calling capacity. **How to fix it:** Top up your account balance in **Billing Settings**. Consider setting up auto top-up to prevent interruptions during active campaigns. *** ### `error_llm` **The call was terminated because the language model failed to generate a response.** The AI engine powering your agent encountered an error and could not produce a reply during the call, causing the session to close. **Common triggers:** * Transient LLM service outage or timeout * Unusually complex input that caused a model processing failure * Context window or token limit exceeded during a very long call **What it means for you:** Occasional `error_llm` events may be transient. A pattern of this error across many calls may indicate a systemic issue or a prompt configuration that is causing consistent model failures. **How to investigate:** Review the transcript up to the point of failure. If the issue recurs, contact SigmaMind support with the affected call IDs. *** ### `error_tts` **The call was terminated due to a text-to-speech service error.** The TTS engine failed to convert the agent's text response into audio, causing the session to close. **Common triggers:** * Transient TTS service outage * Unsupported characters or formatting in the agent's response text * TTS provider rate limit or quota exceeded **What it means for you:** Isolated `error_tts` events are usually transient. A recurring pattern may indicate a prompt or response format issue causing the TTS engine to fail consistently. *** ### `error_asr` **The call was terminated due to a speech recognition service error.** The ASR (Automatic Speech Recognition) engine failed to process the customer's audio input, causing the session to close. **Common triggers:** * Transient ASR service outage * Severe audio quality issues preventing transcription * ASR provider rate limit or quota exceeded **What it means for you:** Occasional `error_asr` may reflect transient service issues or poor call audio quality. If this reason appears frequently for calls to a specific region or carrier, audio quality between SigmaMind and that carrier may need investigation. *** ### `error_sigmamind` **The call was terminated due to an internal SigmaMind processing error.** An unexpected error occurred within SigmaMind's core platform during the call session, causing it to close. **What it means for you:** This is a platform-side error. Isolated occurrences may be transient edge cases. If you see a sustained rate of `error_sigmamind`, contact SigmaMind support with the affected call IDs and timeframe. *** ### `error_telephony` **The call was terminated due to a telephony provider or connection error.** A failure occurred at the telephony infrastructure level — either with the provider SigmaMind uses or with the connection between SigmaMind and the carrier — that caused the session to close unexpectedly. **Common triggers:** * Telephony provider outage or degraded service * Network connectivity issue between SigmaMind and the carrier * Unexpected session drop from the provider side **What it means for you:** A spike in `error_telephony` across multiple calls at the same time may indicate a provider-side incident. Check SigmaMind's status page and your telephony provider's status for any active incidents. *** ### `error_unknown` **The call ended due to an unknown internal error.** SigmaMind encountered an unexpected condition that caused the session to close, but the specific error could not be classified. **Common triggers:** * Rare edge case during session teardown * Internal error path not mapped to a known category **What it means for you:** A small number of `error_unknown` terminations is normal. If you see a large proportion, contact SigmaMind support with affected call IDs for investigation. *** ## Quick Reference Table | Termination Reason | Who Ended It | Expected? | Action Needed | | ---------------------------------- | --------------------------- | ------------------------ | ----------------------------------------------- | | `silence_timed_out` | System (silence timeout) | ⚠️ Sometimes | Check silence settings, review transcripts | | `agent_ended_call` | AI agent (programmatic) | ✅ Yes | None — healthy outcome | | `user_ended_call` | Customer hung up | ✅ Usually | Review if rate is high | | `voicemail_detected` | System (voicemail detected) | ⚠️ Expected in campaigns | Adjust call timing, enable voicemail drop | | `ivr_detected` | System (IVR detected) | ⚠️ Expected | Review contact list for direct lines | | `agent_transferred_call` | AI agent (transfer) | ✅ Yes | None — expected escalation outcome | | `max_call_duration_exceeded` | System (duration limit hit) | ⚠️ Occasional | Review agent script for loops, adjust limit | | `dial_telephony_permission_denied` | Carrier (permission denied) | ❌ Investigate | Check account permissions, contact support | | `dial_invalid_destination` | System / Carrier | ❌ Investigate | Validate E.164 number format, clean list | | `dial_no_answer` | Carrier (no pickup) | ⚠️ Expected | Retry at different times, check caller ID | | `dial_user_declined` | Recipient (active decline) | ⚠️ Monitor | Review call frequency, caller ID trust | | `dial_busy` | Carrier (line engaged) | ⚠️ Expected | Configure retry with delay | | `dial_failed` | Carrier / SIP error | ❌ Investigate | Check SIP config, contact support if widespread | | `error_credit_limit_reached` | System (no balance) | ❌ Act immediately | Top up account balance | | `error_llm` | System (LLM failure) | ❌ Investigate | Review transcript, contact support if recurring | | `error_tts` | System (TTS failure) | ❌ Investigate | Check prompt formatting, contact support | | `error_asr` | System (ASR failure) | ❌ Investigate | Check audio quality, contact support | | `error_sigmamind` | System (internal error) | ❌ Investigate | Contact support with call IDs | | `error_telephony` | Telephony provider | ❌ Investigate | Check provider status page | | `error_unknown` | Undetermined | ❌ Investigate | Contact support if widespread | *** ## Termination Reason in Post-Call Analysis Termination reasons are also available in **Post-Conversation Analysis**. You can configure your agent to extract and log the reason alongside custom variables like customer intent, resolution status, or sentiment — giving you a complete picture of each call's outcome. See [Post-Conversation Analysis](/documentation/agents/settings/post-call-analysis) for setup instructions. *** ## Filtering by Termination Reason Currently, the Calls table does not support direct filtering by termination reason in the UI. To analyse reason distribution: 1. Click **Download** in the top-right of the Calls table to export the current view as a CSV 2. Open the CSV in Excel or Google Sheets 3. Filter or pivot the `Terminated reason` column to see counts and percentages by reason