Calls randomly cut out, please help me understanding if it's agent's fault

[davide.bonavita]

Hello,
I'm receiving some complaints about calls randomly cut off.
I'm using Twilio as provider, using the default template and the firewall checker is all green

From Twilio's insight everything is normal


Looking at the logs I see this, does it mean the agent hung up the call himself?


Thank you for your help

 

[JohnS_3CX]

It doesn't say much but it looks like the hangup was requested from the 3CX user on that call.

Maybe the user hangup, or an admin dropped the call, or they use a headset and the hangup button was somehow triggered.

You would have to get a more detailed description from the user so you can understand what may have happened.