Voice error codes update
Important
The changes described on this page are becoming effective on October 9th, 2024.
We are making a few changes and tweaks to our Voice error codes that you might encounter in your voice traffic sent through Infobip.
The main reason for updating is to align all voice & webRTC products across the same set of rich error codes.
Note
These error code changes are only applicable to you if you are still receiving error codes in 5xxx format.
There are no changes for you if the error codes you receive are already in 10xxx format.
This page includes information about the following error code changes:
- Migrated : error code ID changed from 5xxx to 10xxx. The error code name and description can also be changed for better readability and cause description
- Retired : 5xxx codes that do not serve any purpose anymore or have no equivalent in 10xxx codes
- New : new 10xxx codes being introduced with no correspondence with 5xxx error codes
Similarly, we are bringing changes to status reasons by introducing more supported cases. These additions enhance transparency and understanding by informing why calls may not have been successful, whether due to the recipient not answering, being busy, intentional rejection, or platform or operator-related issues. This increased clarity enables more effective troubleshooting for any recurring call issues encountered.
Reasons are found typically :
- in reports, under the "reason" column
- in voice DLRs (voice messaging, outbound IVR, ...)
Note
The new status reasons apply to all voice customers on the same date of October 9th, 2024.
Error code changes
Migrated error codes
| Old Error Code ID | Old Error Summary | Old Group Id | Old Error Code description | New Error Code ID | New Group Id | New Error Summary | New Error Description |
|---|---|---|---|---|---|---|---|
| 5000 | VOICE_ANSWERED | 0 | The voice call was successfully answered by the recipient. No further action is required. | 10000 | 0 | NORMAL_HANGUP | The call ended due to a hangup initiated by the caller, callee, or API. |
| 5001 | VOICE_ANSWERED_MACHINE | 0 | The voice call was answered by a machine or voicemail system. You may consider adjusting your communication strategy for machine-answered calls. | 10002 | 0 | MACHINE_DETECTED | The voice call was answered by a machine or voicemail system. You may consider adjusting your communication strategy for machine-answered calls. |
| 5480 | EC_VOICE_ERROR_TEMPORARILY_NOT_AVAILABLE | 3 | Temporary unavailability of the voice service or recipient currently unavailable. Retry the operation later or contact Support for assistance. | 10204 | 2 | TEMPORARILY_UNAVAILABLE | The end user was unavailable to receive the call at the moment. The operator attempted to connect the call but encountered an issue with the end user's connection or availability, resulting in the call not being successfully connected. It is advisable to verify if the phone number provided is valid and reachable to ensure effective communication in the future. |
| 5603 | EC_DECLINE | 3 | The call was declined by the recipient or the end user rejected the call or is currently unavailable for the call. Consider alternative methods of communication or try reaching out again later. | 10203 | 2 | REJECTED | The call was rejected/declined by the end user at the receiving end. |
| 5002 | EC_VOICE_USER_BUSY | 3 | The recipient's phone line is busy. You can try calling again at a later time or explore other communication channels. | 10201 | 2 | BUSY | The call has been successfully delivered to the end user's device, but the end user's device indicates that they are currently busy and unable to answer the incoming call. |
| 5003 | EC_VOICE_NO_ANSWER | 3 | The recipient did not answer the call. You may try calling again later or choose an alternative communication method. | 10200 | 2 | NO_ANSWER | The call was successfully delivered to the end user device, however, it was not answered by the end user. |
| 5004 | EC_VOICE_ERROR_DOWNLOADING_FILE | 2 | An error occurred while downloading the audio file for playback. Verify the file's accessibility and format. If the issue persists, contact Support for further assistance. | 10400 | 3 | URL_NOT_FOUND | The requested URL for the call was not found. Verify the URL and make necessary corrections. |
| 10401 | 3 | URL_UNREACHABLE | The requested URL for the call is unreachable. Check the network connectivity and URL accessibility. | ||||
| 10402 | 3 | INVALID_RESPONSE | The response received during the call is invalid or unexpected. Contact Support for assistance. | ||||
| 5005 | EC_VOICE_ERROR_UNSUPPORTED_AUDIO_FORMAT | 3 | The audio format is not supported. Check the audio format requirements, use supported types, and ensure compatibility with the voice service. | 10306 | 3 | INVALID_REQUEST | The call request is invalid or malformed. Review the request parameters and structure, and make necessary adjustments. |
| 5400 | EC_VOICE_ERROR_BAD_REQUEST | 3 | The voice call request was malformed or contained invalid parameters. Review the request or ensure it is properly formatted and check the API documentation for the correct request structure. | 10306 | 3 | INVALID_REQUEST | The call request is invalid or malformed. Review the request parameters and structure, and make necessary adjustments. |
| 5403 | EC_VOICE_ERROR_FORBIDDEN | 3 | The voice call request was rejected by the operator. Contact Support for further assistance. | 10300 | 3 | FORBIDDEN | The received request was rejected. Contact Support for further assistance. |
| 5404 | EC_VOICE_ERROR_DESTINATION_NOT_FOUND | 3 | The destination for the voice call was not found or is invalid. Double-check the recipient's phone number or destination details. | 10303 | 3 | DESTINATION_NOT_FOUND | The server was unable to locate the destination number you dialed. This could be due to an incorrect country prefix or an invalid number format. To resolve this issue, double-check the country prefix and ensure that the number you dialed is accurate and in the correct format. |
| 5407 | EC_VOICE_ERROR_PROXY_AUTHENTICATION_REQUIRED | 3 | Proxy authentication is required to establish the voice call. Contact Support for further assistance. | 10302 | 3 | UNAUTHENTICATED | The caller's credentials or access rights are invalid or insufficient to initiate the call. To resolve this, ensure that the caller provides valid authentication credentials or obtains proper authorization for making the call. |
| 5408 | EC_VOICE_ERROR_REQUEST_TIMEOUT | 3 | The voice call request timed out before a response was received or the end user could not be found in time during the call. Contact Support for further assistance. | 10307 | 3 | REQUEST_TIMEOUT | The call request timed out without a response. For more specific details and assistance, contact the Support team, who can provide further information and guidance. |
| 5410 | EC_VOICE_ERROR_GONE | 3 | The requested voice call resource is no longer available. Ensure the recipient's phone number is valid and accessible or contact Support for further assistance. | 10304 | 3 | DESTINATION_UNAVAILABLE | The destination number you attempted to call is currently unavailable to receive incoming calls. To address this situation, it is recommended to verify if the number you dialed is valid and reachable. |
| 5413 | EC_VOICE_ERROR_REQUEST_ENTITY_TOO_LARGE | 3 | The voice call request entity (for example, audio file) is too large. Reduce the size of the request entity and try again. | 10306 | 3 | INVALID_REQUEST | The call request is invalid or malformed. Review the request parameters and structure, and make necessary adjustments. |
| 5414 | EC_VOICE_ERROR_REQUEST_URI_TOO_LONG | 3 | The server is refusing to process the request because the Request-URI is longer than the server is willing to interpret (destination too long). | ||||
| 5415 | EC_VOICE_UNSUPPORTED_MEDIA_TYPE | 3 | The media type used in the voice call is not supported. Ensure you are using a compatible media type for the voice call. | ||||
| 5484 | EC_VOICE_ERROR_ADDRESS_INCOMPLETE | 3 | The address (for example, destination number) provided for the voice call is incomplete or invalid. Make sure the address is correctly formatted. | ||||
| 5487 | EC_VOICE_ERROR_REQUEST_TERMINATED | 3 | The voice call request was terminated with a cancel button or the end user refused to receive a voice call. | 10202 | 2 | CANCELED | The call was canceled at the origination end before it could be successfully routed to the end user. |
| 10203 | 2 | REJECTED | The call was rejected/declined by the end user at the receiving end. | ||||
| 5503 | EC_VOICE_SERVICE_UNAVAILABLE | 3 | The voice call service is temporarily unavailable. Retry the request later or contact Support for further information. | 10309 | 3 | SERVICE_UNAVAILABLE | The call service is temporarily unavailable. Contact Support for assistance. |
Retired error codes
| Old Error Code ID | Old Error Summary | Old Error Code description |
|---|---|---|
| 5488 | EC_VOICE_ERROR_NOT_ACCEPTABLE_HERE | The voice call request is not acceptable on the operator’s end. Contact Support for further assistance. |
| 5491 | EC_VOICE_ERROR_REQUEST_PENDING | The voice call request is pending and waiting for further processing. Wait for the request to be processed or check the status later. |
| 5501 | EC_VOICE_NOT_IMPLEMENTED | The requested voice call feature is not implemented or supported. Contact Support for further assistance. |
| 5481 | EC_VOICE_ERROR_CALL_DOES_NOT_EXIST | The voice call record/transaction does not exist. Contact Support for further assistance. |
New error codes
| New Error Code ID | Group Id | New Error Summary | New Error Code description |
|---|---|---|---|
| 10004 | 0 | MAX_DURATION_REACHED | The call reached the maximum allowed duration. If needed, initiate a new call or adjust the call duration settings and contact Support for further assistance. |
| 10301 | 3 | INSUFFICIENT_FUNDS | The account you are using does not have sufficient credits or funds available to initiate the phone call you are attempting to make. In order to proceed with the call, you will need to ensure that there are enough credits or funds in your account. |
| 10310 | 3 | UNKNOWN | An unknown error occurred during the call. Contact Support for further investigation and assistance. |
| 10311 | 3 | FEATURE_UNAVAILABLE | The requested call feature is not available or supported. Consider alternative features or methods for communication or contact Support for assistance. |
| 10312 | 3 | CONGESTION | The call could not be completed due to network congestion or overload. Contact Support for further investigation and assistance. |
Status reason changes
| StatusId | GroupId | Status Reason | Matching error code ID | Matching error code |
|---|---|---|---|---|
| 5 | 3 | DELIVERED_TO_HANDSET | 10000 10002 | NORMAL_HANGUP MACHINE_DETECTED |
| 9 | 2 | UNDELIVERABLE_NOT_DELIVERED | 10400 10401 10402 10303 10307 10304 | URL_NOT_FOUNDURL_UNREACHABLEINVALID_RESPONSEDESTINATION_NOT_FOUNDREQUEST_TIMEOUTDESTINATION_UNAVAILABLE |
| 96 (NEW) | 2 | NO_ANSWER | 10200 | NO_ANSWER |
| 97 (NEW) | 2 | BUSY | 10201 | BUSY |
| 98 (NEW) | 2 | CANCELLED | 10202 | CANCELLED |
| 99 (NEW) | 2 | REJECTED | 10203 | REJECTED |
| 100 (NEW) | 5 | UNDELIVERABLE_REJECTED_PLATFORM | 10306 10300 10309 | INVALID_REQUESTFORBIDDENSERVICE_UNAVAILABLE |
| 4 | 2 | UNDELIVERABLE_REJECTED_OPERATOR | 10204 10302 10309 | TEMPORARILY_UNAVAILABLEUNAUTHENTICATEDSERVICE_UNAVAILABLE |