A call can end in several ways — they all pass through the same “Call ended” state, with more specific text once the server confirms the reason:
- The visitor hangs up (the “Hang up” button or the Esc key): immediate end, with no extra message.
- Prolonged silence: if nobody talks for a while, your agent asks “Are you still there?”; if the silence continues, it says goodbye and the call ends on its own — never a silent cut.
- The call’s minutes cap (Manual 24, section 8.1 “Maximum minutes per call”): your agent says goodbye before the call automatically cuts off once it reaches the limit you configured.
- The channel is paused (you disconnect the Voice channel, or it goes out of plan while the call is in progress): the call ends and the panel moves to the honest closure of section 3.1 the next time it’s opened.
Note — A generic reason until the server confirms it
When the system cuts the call (not the visitor themselves), the panel first shows “Call ended” and, if the server confirms a specific reason (inactivity, minutes cap, channel paused), it replaces it with more specific text. The reason the visitor actually HEARS — before the room closes — is always your agent’s spoken goodbye (section 4, captions): it’s the most reliable explanation in any case.