### Answer --- The

user_hangup

disconnection reason indicates that the user hung up the call—this is considered expected behavior according to the documentation. [(1) ]() However, if you're hearing clients getting cut off mid-sentence in the recordings, there may be a mismatch between what the system is logging and what's actually happening. A few things to investigate: 1. Check the public log URL for detailed debugging—each call has a

public_log_url

containing "details about all the requests and responses received in LLM WebSocket, latency tracking for each turntaking, helpful for debugging and tracing." [(2) ]() 2. Review latency metrics in the call object to see if there are any spikes that could explain audio issues. 3. **Consider your agent's

end_call_after_silence_ms

setting**—if this is set too low, the call could be terminated due to perceived inactivity. The

inactivity

disconnection reason would show if "call was terminated due to the 'end_call_after_silence_ms' setting reached after long inactivity." [(1) ]() A similar issue was reported where calls appeared to end quickly from the system's perspective while callers experienced extended ringing or cutoffs. In that case, reviewing the call logs and recordings helped identify the discrepancy. [(3) ]() I'd recommend pulling the full call details via the [Get Call API]() and examining the

public_log_url

for the affected calls to get more insight.

​ To learn more, see the sources I considered: [[1] Debug call disconnection](https://docs.retellai.com/reliability/debug-call-disconnect) [[2] Register Phone Call](https://docs.retellai.com/api-references/register-phone-call) [[3] Inbound agent not picking up call](https://discord.com/channels/1186424376300679209/1422344192440668231) ​

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