USER_BUSY - Cognigy Documentation

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This event indicates that the user was busy and could not answer the call or engage in the desired action. For instance, if an automated voice application tries to transfer the call to a human agent, but the user is already on another call, the USER_BUSY event would be logged or recorded.

Payload:

{
  "payload": {
    "call_sid": "e234f07d-e7e7-407a-xxxx-xxxxxxxxxxxx",
    "direction": "outbound",
    "from": "441xxxxxxxxx",
    "to": "441xxxxxxxxx",
    "call_id": "aa901330-cbf4-123c-xxxx-xxxxxxxxxxxx",
    "sip_status": 603,
    "sip_reason": "Decline",
    "call_status": "busy",
    "account_sid": "b507f72e-be93-4802-xxxx-xxxxxxxxxxxx",
    "trace_id": "79a6573cf277a174c648c89bd0676dc8",
    "application_sid": "34b16acb-9b93-4312-xxxx-xxxxxxxxxxxx",
    "fs_sip_address": "10.1.193.xx:xxxx",
    "api_base_url": "voice-gateway.cognigy.ai/v1"
  },
  "msgid": "4dPkLyVhcK8bTxUoJFDXhm",
  "event": "USER_BUSY"
}

More Information

• Hangup

Last modified on May 12, 2026

[USER_INPUT_TIMEOUT] This event triggers when the AI Agent ends a call due to the user not responding within the timeout period.