When reviewing CDRs, call logs, or callflow events in the PBX, you’ll often see hangup causes such as CALL_REJECTED, NO_ANSWER, or USER_BUSY. These are standard PBX termination reasons that describe why a call ended.
This guide explains what each hangup cause means and when it typically occurs.
📂 Hangup Causes Overview #
🛑 CALL_REJECTED #
Meaning:
The call was actively declined by the destination.
Common Reasons:
- User pressed Decline on their phone.
- SIP endpoint returned 603 Decline.
- Number is blocked or restricted.
🎯 LOSE_RACE #
Meaning:
Multiple devices or call legs attempted to answer; one answered first, and the others were terminated.
Common Scenario:
- Ring groups
- Queues
- Multiple registered devices on one extension
This is not an error — it’s normal behavior.
🔔 NO_ANSWER #
Meaning:
The call rang but was never answered.
Common Reasons:
- User didn’t pick up in time
- Phone rang until timeout (20–30s)
- Ring group timed out
❌ NO_USER_RESPONSE #
Meaning:
The destination endpoint did not respond at all — the phone usually did not ring.
Common Reasons:
- Device offline
- SIP registration expired
- Firewall/NAT blocking SIP packets
- Device unreachable
Difference from NO_ANSWER:
- NO_ANSWER: phone rang
- NO_USER_RESPONSE: phone didn’t ring
✅ NORMAL_CLEARING #
Meaning:
A normal, expected hangup.
Nothing went wrong.
Occurs When:
- Caller or callee hangs up
- Call completed successfully and disconnected normally
📞 ORIGINATOR_CANCEL #
Meaning:
The caller canceled the call before it was answered.
Common Reasons:
- Caller hung up while it was ringing
- Caller dialed the wrong number
- Softphone auto-canceled the call
🚫 USER_BUSY #
Meaning:
The destination returned a busy signal.
Common Causes:
- Phone is already on another call
- Do Not Disturb (DND) enabled
- SIP device returned 486 Busy Here
📊 Summary Table #
| Hangup Cause | Meaning |
|---|---|
| CALL_REJECTED | Destination declined the call |
| LOSE_RACE | Another device answered first |
| NO_ANSWER | Phone rang but nobody answered |
| NO_USER_RESPONSE | Device never responded (offline/unreachable) |
| NORMAL_CLEARING | Normal hangup, expected behavior |
| ORIGINATOR_CANCEL | Caller canceled call before answer |
| USER_BUSY | Destination user is busy / DND |
