Understanding "End of Call Reason" in your Call Details report and dashboard tiles

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In your Invoca reports and dashboard tiles, you might see a field titled "End of Call Reason". This field provides information on how a call ended.

This is helpful when creating a new campaign to ensure calls are routing as expected. For example, you may have a “hang-up” node in an IVR and need to confirm the volume of callers whose calls are ending with an “IVR: Hang-up” reason.

Add the "End of Call Reason Count Tile" on the Network or Profile/Advertiser home page. Select specific Advertisers, Campaigns or Affiliates using the "All Calls" dropdown.

The End of Call reason value is available in the Calls and Transactions detail reports at the Network and Profile/Advertiser Level.

Here are some possible reasons and why you may be seeing them:

• Caller: Hang-up - Either before or after call fraud detection and prevention challenge; calling party hang-up
• Destination: Hang-up - Receiving party hang-up
• IVR: Hang-up - The IVR or Call Treatment ends the call due to a 'hang-up' node
• Invoca: Max Call Duration - Invoca ends the call due to max call duration (3 hours)
• Destination: Busy - The call is ended because we've received a busy signal from the destination, they do not have the capacity to answer the call
• Destination: No Answer - The called party has been alerted but does not respond with a connect indication within a prescribed period of time
• Destination: Number Not in Service - The call cannot be completed due to disconnection of the destination phone line
• Destination: Error (503 or Fast Busy) - This cause indicates that the call was ended because we've received a busy signal from the destination carrier, they're having an error or may not have the capacity to handle the call
• Invoca: Hang-up - This result should not show up in Invoca reporting, it occurs when Invoca ends the call
• Invoca: Hang-up (Unknown Promo Number) - Invoca ends the call if the carrier has a phone number in their directory that we don't know, as in cases where we are porting numbers in or out, the call is automatically ended
• Invoca: Hang-up (Blacklisted Caller) - The calling number is on Invoca's blacklist and is automatically ended
• Invoca: Hang-up (Blocked due to Call Fraud) - Invoca ends the call due to a call fraud detection and prevention challenged caller that failed the challenge
• Unknown: Unknown Cause - This is a rare edge case result to catch all undefined errors that have not been identified

All inbound phone calls to the Invoca platform will automatically disconnect after a three-hour period. 

During high-traffic periods such as AEP or open enrollment, if you anticipate calls lasting longer than three hours, you can request a temporary extension that allows calls to last up to eight hours. Please reach out to your Invoca CSM or success@invoca.com to ask about enabling this feature. This feature is available from October 1st to December 8th each year.

Related:
• How to review your phone calls by listening to recordings and reading transcripts 
• How to understand, build, and edit a call treatment for your Invoca campaign 
• Call Details Report Column Definitions