### Answer Based on your description, the disconnection reason is likely

user_hangup

, which indicates the other party (the AI receptionist system) ended the call during the transfer attempt. [(1) ]() This is a known challenge when AI voice agents encounter IVRs or other AI receptionists. One community member described a similar issue: "the agent does not navigate through the IVR as instructed, nor does it stay on hold until a human answers. Instead, it starts talking to the other robot." [(2) ]() Potential approaches: 1. Check the call logs - Review the

disconnection_reason

field in your call data to confirm what happened. [(1) ]() 2. Prompt engineering - You may need to instruct your agent on how to behave when encountering another AI/IVR system, including waiting patiently during transfers and not speaking over hold music or transfer tones. 3. Consider the limitation - When the receiving system initiates a transfer, your AI agent is essentially a "caller" being transferred. If that transfer process doesn't complete properly on the other end, the call may drop—this is often outside your control. Unfortunately, the available documentation doesn't provide a specific solution for handling scenarios where another AI system attempts to transfer your agent. This may require custom prompt tuning to instruct your agent to remain silent and wait during transfer sequences. Would you like me to provide a general answer on strategies for handling IVR/AI receptionist navigation?

​ To learn more, see the sources I considered: [[1] Debug call disconnection](https://docs.retellai.com/reliability/debug-call-disconnect) [[2] Discord message from @hintenjoyer on 2025-11-03](https://discord.com/channels/1186424376300679209/1294891368505937952/1435023707767701745) ​

Feel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.

### Answer The

user_hangup

disconnection reason means the other party (in this case, the AI receptionist system) ended the call. [(1) ]() Unfortunately, this is largely outside your control—when the receiving party's system initiates a transfer, your AI agent is just a caller being transferred. If their transfer process fails or drops the call, there's no Retell AI setting that can prevent that. What you can try: 1. Prompt tuning for transfer scenarios - Instruct your agent to remain completely silent when it detects it's being transferred (hold music, transfer tones, silence) . A community member dealing with similar IVR issues noted that agents often "start talking to the other robot" instead of waiting patiently. [(2) ]() 2. Adjust silence/responsiveness settings - Consider lowering responsiveness and interruption sensitivity so your agent doesn't speak over transfer sequences, which might cause the other system to interpret it as a hangup signal. 3. End call on silence - Extend the silence timeout so your agent doesn't hang up prematurely during a transfer hold period. The core challenge is that the other AI receptionist's transfer mechanism is what's failing—your Retell agent is just the recipient of that transfer attempt. The documentation doesn't provide a specific solution for ensuring successful inbound transfers initiated by external systems. Check out these potentially useful sources: - [Agent Transfer]() - [Register Phone Call]() Would you like a general answer on strategies for handling IVR/AI receptionist navigation?

​ To learn more, see the sources I considered: [[1] Register Phone Call](https://docs.retellai.com/api-references/register-phone-call) [[2] Discord message from @hintenjoyer on 2025-11-03](https://discord.com/channels/1186424376300679209/1294891368505937952/1435023707767701745) ​

Feel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.

### Answer I'm not able to create support tickets on your behalf—I'm an AI assistant that can only answer questions using documentation and sources. To get direct help from the Retell team, you can: - *Visit [Contact Sales]() * for sales-related inquiries - *Check out [) * for technical resources and issue reporting When you reach out, include these details to help them investigate: 1. Call ID (from your call logs) 2. Agent ID 3. Disconnection reason (

user_hangup

) [(1) ]() 4. **Description**: Your AI agent is calling leads, encountering an AI receptionist, and the call disconnects when the AI receptionist attempts to transfer to the intended recipient 5. **What you've tried**: Prompt tuning, silence/responsiveness adjustments You can retrieve your call details using the [Get Call]() API endpoint to gather the specific call information needed. [(1) ]()

​ To learn more, see the sources I considered: [[1] Debug call disconnection](https://docs.retellai.com/reliability/debug-call-disconnect) ​

Feel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.