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Determining Why Users Were Disconnected From a Call


A useful feature to take advantage of in order to answer this is found within the CDR field for ‘CallCompletionCode’ 

  • Please survey the records in relation to the conference and match the user to the completion code.
  • In event that the completion code is not sufficient to determine root cause, or you think it is in error, kindly examine the endpoint logs.

This field provides one of the following call completion codes:

0 – The call completion reason is not available
1 – The user disconnected the call
2 – The call was disconnected by the admin, operator, or room owner
3 – The call was disconnected due to a network failure on the VidyoManager

Note: 0 code is for cases such as unresponsive clients or VidyoRouter related issues.

To export CDR records from the Admin Portal:

  1. Log in to the Admin portal using your Admin account.
  2. Click the Settings tab.
  3. Click CDR Access on the left menu.
  4. Click CDR Export….
  5. In the CDR Export dialog box, specify a date range or all records for your CDR record Export.
  6. Click Export.
  • The export record limit is 65,000 records. If the export contains more than 65,000 records, a message displays warning you to restrict the range before proceeding with the download.


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