Audit Log - Rejected calls

Liberty Converse / CX
1

I’m currently investigating the reasons for rejected calls. Using the audit log and event history, I can see a number of different failure types and wanted to better understand what each of these specifically relates to.

Please could you advise what the following statuses indicate:

  • Failure (Rejected by Agent Console)

  • Failure (Rejected – SIP 603 Decline)

  • Failure (No Answer)

  • Failure (Rejected – SIP 403 Forbidden)

Any guidance on how these are generated, and whether they typically relate to agent actions, system behaviour, or configuration issues, would be really helpful.

Thanks in advance

Caroline

2

Hi Caroline @cfull1sc

Here’s a breakdown of what each one usually means and where it’s worth looking next.

Failure (Rejected by Agent Console)
This normally indicates an agent‑driven action. In most cases, the agent has either logged out, set themselves to busy, or otherwise made themselves unavailable at the point the call was offered.
A good next step is to check the agent’s audit log around the same time, you’ll usually see what action they took immediately after this message was generated.

Failure (Rejected – SIP 603 Decline)
This one is very literal: the agent actively pressed Decline on the agent application when the call was presented to them.

Failure (No Answer)
This means the system rang the agent but didn’t get a response before the timer expired. The timeout is controlled by your Omnichannel settings (the agent alerting duration), which is typically around 20–30 seconds. In short, the phone rang, but nobody picked it up in time.

Failure (Rejected – SIP 403 Forbidden)
This usually points to a technical or configuration issue rather than something the agent intentionally did. Common causes include:

  • No audio device available or registered on the agent’s softphone
  • The platform attempting to call the agent on a number it isn’t permitted to use
  • Network or firewall restrictions preventing the call from reaching the agent

If you see these frequently, it’s worth checking device setup, permissions, and network rules.

Hopefully that helps clarify what you’re seeing in the logs. Shout if you’d like help tying any of these back to specific agent journeys or configurations.

Thanks,
Jonathan

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