Voicemail system hangs up → endedReason shows cust...
# supports
sinan
06/10/2026, 11:31 AMSummary:
Outbound calls hitting voicemail (mailbox full) end with endedReason=customer-ended-call. We expected assistant-ended-call or a dedicated voicemail/AMD-related endedReason so we can reliably track voicemail outcomes.
Org ID : 79cad7e1-c048-45c5-a126-6228d06ad29a
Call IDs:
- 019ead06-a410-7000-9fb6-60739ee8b44f
- 019ead10-4a94-7000-8b6d-73dbbf89a284
Evidence:
Both call transcripts include:
"The mailbox is full and cannot accept any messages at this time. Goodbye."
Immediately after that message the remote system disconnects.
Observed:
- endedReason: customer-ended-call (both calls)
Questions:
1) Is customer-ended-call the intended endedReason when the remote voicemail platform hangs up?
2) Is there a way to get a voicemail-specific signal (endedReason or another field) for these cases?
https://cdn.discordapp.com/attachments/1514230590071636068/1514230591435051089/image.png?ex=6a2a9ca2&is=6a294b22&hm=7bc12ec0ab950ecc140b3091607c14e9b412abe25bc709c9e03c909a5bd2280b&
s
Shaunak
06/10/2026, 11:43 AMHi Sinan,
We checked the logs for both calls. Here's what's happening:
customer-ended-call is the correct behavior here. The remote voicemail system played "The mailbox is full..." and then hung up.
Shaunak
06/10/2026, 11:43 AMFrom a SIP perspective, the far end disconnected the call, so Vapi records it as the customer ending the call. There's no way to distinguish at the telephony level between a human hanging up and a voicemail system hanging up.
Shaunak
06/10/2026, 11:43 AMRegarding your questions:
Yes, customer-ended-call is the expected endedReason when the remote side disconnects, regardless of whether it's a person or an automated system.
Shaunak
06/10/2026, 11:43 AMFor voicemail detection at call start (distinguishing a live answer from a voicemail greeting), you can enable voicemailDetection on your assistant config. However, this uses AMD (answering machine detection) at pickup time, so it wouldn't catch a "mailbox full" scenario where the system connects, plays a message, and hangs up mid-call.
s
sinan
06/11/2026, 12:27 PMOh thankyou for the help!
s
Shaunak
06/11/2026, 12:55 PMYou're welcome!
Shaunak
06/11/2026, 12:55 PMFeel free to open a new ticket at support@vapi.ai if anything else comes up. Happy building!