Standard Plivo Hangup Causes

    Plivo identifies why and how calls are disconnected in call detail records (CDR), which you can retrieve via our API or view on the Plivo console at Voice > Logs > Calls.

    Hangup information is also included in callback requests sent upon call hangup.

    • For outbound API calls, hangup information is included in the payload sent to the hangup_url specified in the Make Call API request.
    • For incoming calls, this information is included in the payload sent to the hangup_url specified for the associated Plivo application.
    • For calls initiated using the Dial XML element, this information is included in the payload of DialHangup events sent to the Dial callbackUrl.

    List of hangup sources

    Hangup SourceDescription
    CallerThe call was hung up by the caller.
    Call recipientThe call was hung up by the individual who was dialed.
    PlivoPlivo initiated the hangup. Several scenarios, detailed in the hangup causes below, can result in Plivo initiating a call hangup.
    CarrierThe hangup signal was received from the remote carrier.
    API RequestThe call was terminated via the Hangup or Cancel Call API request.
    Answer XMLThe call was hung up using the Hangup XML element.
    ErrorAn error condition led to the call being terminated.
    UnknownThe source of the hangup could not be determined.

    List of hangup causes

    Hangup Code and Hangup CauseDescriptionPossible Hangup SourcesApplicable to Call TypesPossible Call States At Hangup
    0
    Unknown

    The reason for hangup could not be determined.

    A known bug sets hangup cause to Unknown for calls hung up using the Delete All Calls API.

    UnknownOutbound and InboundAny
    1000
    Canceled
    The call was canceled using the Hangup Call API before it was answered.API RequestOutbound and Inbound

    Initiated

    Ringing

    1010
    Canceled (Out Of Credits)
    The call was auto-canceled because the account ran out of credits.PlivoOutbound and InboundAny
    2000
    Invalid Destination Address

    The destination number or SIP endpoint was found to be invalid.

    Check that the destination number is valid and is specified in E.164 format (e.g. +12292442099 or 12292442099).

    Plivo

    Carrier

    Outbound CallsInitiated
    2010
    Destination Out Of Service
    The destination number is unavailable or out of service.CarrierOutbound CallsInitiated
    2020
    Endpoint Not Registered

    The destination SIP endpoint was found to be unregistered or could not be reached.

    Confirm that the endpoint was logged in and connected to internet. If the call was to an endpoint connected through the Plivo iOS or Android SDK, ensure that your application is correctly configured to receive VoIP push notifications from Plivo. Read more about debugging calls to endpoints on iOS and Android SDKs.

    PlivoOutbound Calls (SIP Calls)Initiated
    2030
    Destination Country Barred

    The call was barred, as the destination country are disabled for the account or subaccount that initiated the call.

    Check country permissions under Voice > Geo Permissions on the Plivo console.

    PlivoOutboundPre-Initiation
    2040
    Destination Number Barred

    The call was barred, as calls to premium rate numbers are disabled for the account or subaccount that initiated the call.

    Check high risk permissions under Voice > Geo Permissions on the Plivo console.

    PlivoOutboundPre-Initiation
    2060
    Loop Detected
    The outbound B-leg call was barred because the call would have resulted in a call loop by redialing the A leg’s To number.PlivoOutboundPre-Initiation
    3000
    No Answer
    The call was not answered by the called party.

    Plivo, if the destination is a Plivo SIP endpoint

    Carrier, if the destination is a PSTN phone number or external SIP endpoint

    Outbound CallsRinging
    3010
    Busy Line
    A busy signal was received from the called party.

    Plivo, if the destination is a Plivo SIP endpoint

    Carrier, if the destination is a PSTN phone number or external SIP endpoint

    Outbound and InboundInitiated
    3020
    Rejected
    The call was rejected by the called party.

    Called party

    Answer XML, if an inbound call is rejected using the Hangup XML element

    Outbound and Inbound

    Initiated

    Ringing

    4000
    Normal Hangup
    The call was terminated normally.

    Caller

    Called party

    API request, if the call was hung up using the Hangup API

    Answer XML, if the call was hung up using the Hangup XML element

    Outbound and Inbound

    Ringing

    Answered

    4010
    End Of XML Instructions

    There were no more XML instructions to execute.

    This is a normal hangup reason for calls that are being controlled by their own XML. This includes A legs (outbound and inbound) and B legs that have been transferred to their own XML using the Transfer API.

    PlivoOutbound and InboundAnswered
    4020
    Multiparty Call Ended

    The call was canceled using the Stop an MPC API request, or the MPC ended due to reaching its max duration limit.

    API request, PlivoMPC API and MPC XMLAnswered
    4030
    Kicked Out Of Multiparty Call

    The participant was removed from the MPC using the Remove a Participant API.

    API request, PlivoMPC API and MPC XMLAnswered
    5000
    Network Error
    A network error resulted in the call being hung up. This is a generic error that covers fatal network conditions and signaling issues. Please contact Plivo support if you encounter this error for your call flows.ErrorOutbound and InboundAny
    5010
    Internal Error
    An error condition within the Plivo system resulted in the call being hung up. Please contact Plivo support if you encounter this error for your call flows.ErrorOutbound and InboundAny
    5020
    Routing Error
    The call could not be routed to the destination address. Please contact Plivo support if you encounter this error for your call flows.ErrorOutbound and InboundAny
    6000
    Scheduled Hangup

    The call was automatically terminated based on the max duration configured for the call.

    For API-initiated calls, you can configure max call duration using the time_limit request parameter.

    For calls initiated using the Dial XML element, you can configure max call duration using the timeLimit attribute. This property defaults to four hours when not specified.

    PlivoOutbound CallsAnswered
    6010
    Ring Timeout Reached

    The call was automatically terminated as it was not answered within the ring timeout value configured for the call.

    For API-initiated calls, you can configure max ring time using the ring_timeout request parameter. This property defaults to 120 seconds when not specified.

    For calls initiated using the Dial XML element, you can configure max ring time using the timeout attribute. This property defaults to 120 seconds when not specified.

    PlivoOutbound Calls

    Initiated

    Ringing

    6020
    Media Timeout
    Plivo terminated the call because it didn’t receive any media packets from the remote carrier or endpoint for 60 seconds. Nonreceipt of media packets for that long indicates that the connection with the remote party was lost.PlivoOutbound and InboundAnswered
    7011
    Error Reaching Answer URL
    A non-2xx HTTP response was encountered while fetching XML instructions from the specified answer URL.ErrorOutbound and Inbound

    Initiated

    Ringing

    7012
    Error Reaching Action URL

    A non-2xx HTTP response was encountered while fetching XML instructions from the specified action URL.

    Note that a non-2xx response results in call termination only if the redirect attribute is set to true.

    ErrorOutbound and InboundAnswered
    7013
    Error Reaching Transfer URL
    A non-2xx HTTP response was encountered while fetching XML instructions from the specified transfer URL.ErrorOutbound and Inbound

    Ringing

    Answered

    7014
    Error Reaching Redirect URL
    A non-2xx HTTP response was encountered while fetching XML instructions from the specified redirect URL.ErrorOutbound and Inbound

    Ringing

    Answered

    7022
    Invalid Action URL

    The action URL specified for the XML element is not a valid URL. Please ensure the URL begins with http or https.

    Note that an invalid action URL results in call termination only if the redirect attribute is set to true.

    ErrorOutbound and InboundAnswered
    7023
    Invalid Transfer URL
    The URL specified in the transfer API request is not a valid URL. Please ensure the URL begins with http or https.ErrorOutbound and Inbound

    Ringing

    Answered

    7024
    Invalid Redirect URL
    The URL specified in the redirect XML element is not a valid URL. Please ensure the URL begins with http or https.ErrorOutbound and Inbound

    Ringing

    Answered

    7032
    Invalid Method For Action URL
    An unsupported HTTP method was specified for the action URL. Only GET and POST methods are supported.ErrorOutbound and InboundAnswered
    7033
    Invalid Method For Transfer URL
    An unsupported HTTP method was specified for the transfer URL. Only GET and POST methods are supported.ErrorOutbound and Inbound

    Ringing

    Answered

    7034
    Invalid Method For Redirect URL
    An unsupported HTTP method was specified for the redirect URL. Only GET and POST methods are supported.ErrorOutbound and Inbound

    Ringing

    Answered

    8011
    Invalid Answer XML
    The XML returned by the answer URL is not valid Plivo XML. View debug logs for the call on your Plivo console for more information.ErrorOutbound and Inbound

    Ringing

    Answered

    8012
    Invalid Action XML

    The XML returned by the action URL is not valid Plivo XML. View debug logs for the call on your Plivo console for more information.

    Note that invalid XML results in call termination only if the redirect attribute is set to true.

    ErrorOutbound and InboundAnswered
    8013
    Invalid Transfer XML
    The XML returned by the transfer URL is not valid Plivo XML. View debug logs for the call on your Plivo console for more information.ErrorOutbound and Inbound

    Ringing

    Answered

    8014
    Invalid Redirect XML
    The XML returned by the redirect URL is not valid Plivo XML. View debug logs for the call on your Plivo console for more information.ErrorOutbound and Inbound

    Ringing

    Answered

    9000
    Lost Race

    Another B leg that was dialed in parallel accepted the call first.

    This is a common hangup reason in simultaneous dial scenarios where multiple destinations are tried in parallel. The first destination to accept the call is connected with the A leg, and other calls are immediately terminated.

    PlivoOutbound (Dial XML)Any
    9100
    Machine Detected

    The call was answered by an answering machine.

    This hangup reason is possible only for API-initiated calls having the machine_detection request parameter set to hangup.

    API RequestOutbound (API Calls)Answered
    9110
    Confirm Key Challenge Failed

    The Add Participant API call was disconnected as the participant failed to enter the confirm_key DTMF input set in the MPC application.

    PlivoMPC APIPre-Answer