Debug Outbound Connection Issues

Diagnose why outbound calls have a not_connected status.

When an outbound call has 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

1. 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.

2. 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

   For UponAI-purchased numbers:

   • 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