Call outcomes: `call_status` and `status_reason`

call_status — final status bucket of a finished call (empty string until finalized). One axis, one source of truth; quality (call_successful) and technical reliability (health) are separate axes and never leak into the status:

Value	Meaning
`completed`	the call connected and finished (in any way)
`not_connected`	an outbound call never connected
`error`	the platform could not carry the call through: a connected call was dropped by a platform failure, the agent never joined, or the outcome was never finalized (details in `health`)

status_reason — fine-grained reason, always belonging to exactly one bucket:

Bucket	Value	Meaning
`completed`	`agent_hangup`	Conversation ran to the end of the agent’s flow.
`completed`	`user_hangup`	Callee spoke but hung up before the flow finished.
`completed`	`no_speech`	Call connected but no recognizable callee speech.
`completed`	`too_short`	Below the agent’s configured minimum turns/duration.
`completed`	`voicemail_reached`	Answering machine detected (check `message_left`).
`completed`	`max_duration_reached`	Auto-ended at the agent’s maximum call duration.
`completed`	`silence_timeout`	Auto-ended after prolonged callee silence.
`completed`	`transferred_cold` / `transferred_warm`	Call successfully handed off; the AI left the conversation.
`completed`	`observer_incident`	Auto-ended by a compliance observer’s end-call reaction.
`completed`	`platform_shutdown`	The platform ended the call while stopping for an update.
`not_connected`	`no_answer`	Not answered within the ring window.
`not_connected`	`busy`	Destination busy.
`not_connected`	`user_declined`	Callee explicitly declined the call.
`not_connected`	`invalid_destination`	Nonexistent or invalid number.
`not_connected`	`trunk_auth_failed`	SIP trunk authentication failed.
`not_connected`	`provider_unavailable`	Telephony provider unavailable.
`not_connected`	`sip_routing_error`	SIP routing failure.
`not_connected`	`spam_blocked`	Blocked as spam by the carrier.
`not_connected`	`dial_failed`	Generic dial failure (no finer detail available).
`not_connected`	`cancelled_by_function`	A pre-dial function of the agent decided not to place the call.
`not_connected`	`cancelled_by_operator`	The dial was stopped by an outside command before it connected — the cabinet button or `POST /v1/calls/{id}/end`. Neither the contact attempt nor the frequency cap is spent on it.
`error`	`internal_error`	Platform failure on a connected call — see `health` / `health_reasons`.
`error`	`agent_unavailable`	The voice agent never joined the call.
`error`	`not_finalized`	The outcome was never recorded; `duration` is `null`.

busy and user_declined are distinct reasons. busy means busy and user_declined means the subscriber actually declined the call. If you build reports on dial-failure reasons, separate the two values rather than folding them into one.A second consequence for retry logic on your side: whether a reason is permanent depends on the market. user_declined closes a number for good only on the US profile; on other profiles it is transient, and the number returns to dialing having spent an attempt. The campaign launch check refuses an expert rule that retries a permanent outcome (rule_permanent_retry).

health_reasons — codes explaining a warning/error health verdict. A call’s verdict is the worst code that fired: any error-level code makes the call error, otherwise warning. The vocabulary is open — new codes are added over time, so treat an unfamiliar one as data, not as a parsing failure. Codes come from four sources. The split matters: health_reasons carries the output of a rule, never its input — status_reason values and the internal codes of call events never appear here. 1. Call events — something went wrong inside the conversation:

Code	Level	When
`llm_execution_failed`	error	the execution model did not answer and the agent spoke its fallback line
`llm_role_failed`	warning	a model in a supporting role did not answer
`llm_retry`	warning	the answer came from the fallback model
`context_overflow`	error	the model’s context overflowed
`tts_unspoken`	error	synthesis failed and the line was never spoken
`tts_error`	warning	a synthesis failure the call recovered from
`tts_fallback`	warning	switched to the reserve voice
`asr_turn_lost`	error	the caller’s turn was lost by recognition
`asr_error`	warning	a recognition failure that lost no turn
`realtime_error`	error	a failure in realtime (speech-to-speech) mode
`noisy_line`	warning	the line was noisy: the call ran, recognition did not
`transfer_failed`	error	the transfer broke down
`transfer_ring_timeout`	warning	the destination did not answer and the fallback edge ran
`observer_error`	warning	the compliance observer failed
`normalizer_degraded`	warning	the pre-TTS normalizer did not answer
`lang_detect_degraded`	warning	language detection did not answer
`rag_degraded`	warning	a knowledge base lookup failed
`token_budget_degraded`	warning	the context was trimmed to the token budget
`tool_failed`	warning	a function or code node returned an error
`silence_timeout`	warning	auto-ended on caller silence
`max_duration`	warning	auto-ended on maximum call duration

2. The call status axis — status_reason values fold into these:

Code	Level	From which `status_reason`
`disconnect_error`	error	`internal_error`, `not_finalized`, `agent_unavailable`
`dial_infra_failed`	error	`trunk_auth_failed`, `provider_unavailable`, `sip_routing_error`
`dial_failed`	warning	every other reason in the `not_connected` bucket

Reasons that belong to the callee (no_answer, busy, user_declined, invalid_destination, spam_blocked) and dials you cancelled yourself before dialing (cancelled_by_function, cancelled_by_operator) contribute nothing: they are not platform defects. 3. Post-call analysis — analysis_skipped, analysis_failed, analysis_interrupted, all warning level, from the terminal state of the analysis. 4. Recording and timing — recording_head_lost (part of the recording does not exist) and slow_turns (the 90th percentile of turn duration is above the configured threshold), both warning.

​Call outcomes: call_status and status_reason

Call outcomes: `call_status` and `status_reason`