Case End Reason, Call End Reason, and Case Report Events Demystified – SightCall Help Center

Case End Reason

END REASON	DESCRIPTION
callEnded	The Agent (host) ends the call. To determine who initially request to end the call, please review the Events section of the Case Report and locate the "hangupRequested" event.
consentDenied	The Guest selects "Disagree" when being prompted with SightCall Terms of Use.
pincodeCanceled	The Agent (host) cancels the pincode either manually before a call has been made, or automatically if the Agent is no longer connected to the console for any reason for more than 12 hours. This only applies to non-ACD usecases.
guestCanceled	The Guest cancels the call request before the Agent pickup the call. This only applies to ACD usecases.

Call End Reason

END REASON	DESCRIPTION
hostHangup	The Agent (host) clicks the hangup button in Local Console Controls and the pincode is deleted either manually or automatically based on Usecase General Setup > Code auto deleted setting.
guestHangup	The Guest clicks the hangup button in Guest Controls.
guestDisconnected	The Guest is experiencing networkError* and is no longer connected to the platform. The Agent (host) receives such notification from the platform.
hostDisconnected	The Agent (host) is experiencing networkError* and is no longer connected to the platform. The Guest receives such notification from the platform.
deadparty	The Guest is experiencing NetworkDisconnect and SightCall platform tries to do WarmBootAttempt. The Guest has not reconnected in 20 seconds and SightCall platform considers the Guest party dead.

* Common examples of networkError are sudden low Internet bandwidth, high network latency, SSL inspection / deep packet inspection, or poor cellular signal reception in the region.

Case Report Events

EVENT NAME	AUTHOR	EVENT DESCRIPTION
pincodeCreated	host	The Agent (host) creates a pincode.
pincodeResent	host	The Agent (host) resends the pincode.
pincodeDeleted	host	The Agent (host) deletes the pincode manually or automatically based on Usecase General Setup > Code auto deleted setting.
userStarted	guest / attendee (external)	The Guest / Attendee opens the invitation link (sent via SMS or Email) in Visual Support / SightCall app.
consentAccepted	guest / attendee (external)	The Guest / Attendee selects "Agree" when being prompted with SightCall Terms of Use.
consentDenied	guest / attendee (external)	The Guest / Attendee selects "Disagree" when being prompted with SightCall Terms of Use.
userConnected	guest / attendee (external)	The Guest is connected to SightCall platform but has not successfully joined the call session.
userJoined	guest / attendee (external)	The Guest is connected to SightCall platform and has successfully joined the call session.
permissionDenied	guest / attendee (external)	The Guest declines permission to either Camera or Microphone.
callRequestReceived	host	The Agent (host) receives ACD callRequest.
callRequestAccepted	host	The Agent (host) receives & accepts ACD call request.
callRequestDeclined	host	The Agent (host) receives & declines ACD call request.
callStarted	host	The Agent (host) receives & accepts ACD call request, and start the call session.
callFailed	guest / attendee (external)	The Guest has one of the following scenarios: no access granted to Camera or Microphone Guest is not connected to SightCall servers busy (call declined by the Guest because the Guest is already on a call) media failed to establish : network routing issue
peerDisconnected	host	The Agent who is still connected to the call session receives an acknowledgement from Sightcall servers that the Guest is no longer connected to SightCall servers. In a controlled testing where the Guest is connected to the Internet via Wifi / cellular network, this event can occur if the Guest Wifi / Mobile Data is turned off for a moment and then turned back on afterwards.
GUMNotAllowedError	guest / attendee (external)	Thrown if one or more of the requested source devices cannot be used at this time. This will happen if one of the following scenarios applies: The browsing context is insecure (that is, the page was loaded using HTTP rather than HTTPS). The user has specified that the current browsing instance is not permitted access to the device, the user has denied access for the current session, or the user has denied all access to user media devices globally. On browsers that support managing media permissions with Permissions Policy, Permissions Policy is not configured to allow access to the input source(s). Notes: Browser tends to remember what permission actions the user has done. If the User denied permissions in the past, such action was saved in the browser setting and would affect future SightCall WebRTC call sessions. In such scenario, manual reset of the browser permissions is required to allow Camera and Mic permissions.
GUMNotFoundError	guest / attendee (external)	Thrown if no media tracks of the type specified (video or audio) were found.
GUMNotReadableError	guest / attendee (external)	Thrown if, although the user granted permission to use the matching devices, a hardware error occurred at the operating system, browser, or Web page level which prevented access to the device.
GUMOverConstrainedError	guest / attendee (external)	Thrown if the specified constraints resulted in no candidate devices which met the criteria requested. The error is an object of type`OverconstrainedError`, and has a`constraint`property whose string value is the name of a constraint which was impossible to meet, and a`message`property containing a human-readable string explaining the problem.
mediaRequestError	guest / attendee (external)	Thrown if any webrtcMediarequestError reason other than GUMNotAllowedError, GUMNotFoundError, GUMNotReadableError, or GUMOverConstrainedError occurs.
liveTranslationSessionRequested	host	The Agent (host) requests the Guest / Attendee to confirm the Live Translation language selection based on Usecase General Setup > Live Translation > Guest language mode & Attendee language mode setting.
liveTranslationSessionStarted	host	Either the Agent or the Guest enables Live Translation on their device (1 of 2 required steps completed).
liveTranslationStarted	host	Either the Agent or the Guest enables Live Translation on their device (2 of 2 required steps completed).
liveTranslationStopped	host	Either the Agent or the Guest disables Live Translation on their device.
cameraStartRequested	host, guest / attendee (external)	The author requests to start local camera.
cameraStopRequested	host, guest / attendee (external)	The author requests to stop local camera.
cameraStarted	host, guest / attendee (external)	The author's camera is now on.
cameraStopped	host, guest / attendee (external)	The author's camera is now off.
microStarted	host, guest / attendee (external)	The author's microphone is now on.
microStopped	host, guest / attendee (external)	The author's microphone is now off.
torchStarted	guest / attendee (external)	The Guest's flashlight is now on.
torchStopped	guest / attendee (external)	The Guest's flashlight is now off.
remoteCameraStartRequested	host	The Agent (host) clicks "Start Camera" button on Remote Console Controls.
remoteCameraStopRequested	host	The Agent (host) clicks "Stop Camera" button on Remote Console Controls.
remoteMicroStartRequested	host	The Agent (host) clicks "Mic On" button on Remote Console Controls.
remoteMicroStopRequested	host	The Agent (host) clicks "Mic Off" button on Remote Console Controls.
remoteTorchStartRequested	host, guest / attendee (external)	The author requests to start flashlight on Guest device.
remoteTorchStopRequested	host, guest / attendee (external)	The author requests to stop flashlight on Guest device.
remoteCameraFrontRequested remoteCameraRearRequested	host	The Agent (host) clicks "Switch Camera" button on Remote Console Controls.
cameraFrontRequested cameraRearRequested	guest / attendee (external)	The Guest clicks the Switch Camera button in Guest Controls.
videoSizeSetToThumb videoSizeSetToWide videoSizeSetToHd videoSizeSetToFullscreen	host	The Agent (host) clicks either "Video Reduce", "Video Enlarge", or "Video Fullscreen" button on Local Console Controls.
remoteVideoProfileSdRequested	host	The Agent (host) requests the Guest to set video quality to SD.
remoteVideoProfileMdRequested	host	The Agent (host) requests the Guest to set video quality to HD.
videoProfileSetToSd	guest / attendee (external)	Video quality on Guest / Attendee device is now in SD
videoProfileSetToMd	guest / attendee (external)	Video quality on Guest / Attendee device is now in HD
videoSaveRequested	host	The Agent (host) clicks "Save Picture" button on Remote Console Controls NOT during Share mode**.
videoSaved	host	The Agent (host) successfully saves the picture into Agent's device local memory / cache.
savedPictureSubmitted	host	The Agent (host) successfully uploads the picture to SightCall platform.
snapshotStartRequested	host	The Agent (host) clicks "Take Snapshot" button in Remote Console Controls.
snapshotStarted	guest / attendee (external)	The Guest successfully shares a high resolution picture to the Agent. The Take Snapshot window is now popped up on the Agent's and Guest's screen.
snapshotStopped	guest / attendee (external)	The Agent clicks "Stop Picture Sharing" button in Remote Console Controls. Afterwards, the Guest is now no longer in Share mode**. This only applies to Guest using iOS devices.
cameraResumed	guest / attendee (external)	The Guest's camera keeps being displayed during Share mode** based on Usecase Remote Console Controls > Video while Share IN setting.
shareSaveRequested	host	The Agent (host) clicks "Save Picture" button on Remote Console Controls during Share mode**.
shareSaved	host	The Agent (host) successfully saves the picture into Agent's device local memory / cache during Share mode**.
shareStopRequested	guest / attendee (external)	The Guest clicks "Stop Picture Sharing" button in Guest Controls. For Guest using iOS devices, the Guest clicks "Stop Broadcast" button when being prompted with "Screen Broadcast" pop-up menu.
shareStarted	guest / attendee (external)	The Guest is now sharing either Screencast or Picture Gallery. For Guest using iOS devices, the Guest clicks "Start Broadcast" button when being prompted with "Screen Broadcast" pop-up menu.
shareStopped	guest / attendee (external)	Guest is now no longer in Share mode** For Guest using Android devices, the Agent clicks "Stop Picture Sharing" button in Remote Console Controls.
remoteScreencastStartRequested	host	The Agent clicks "Start Share" button in Remote Console Controls.
remoteScreencastStopRequested	host	The Agent clicks "Stop Share" button in Remote Console Controls.
screencastAccepted	guest / attendee (external)	The Guest selects "Start now" button when being prompted with "Start recording or casting with Visual Support?" pop-up menu. This only applies to Guest using Android devices.
screencastDeclined	guest / attendee (external)	The Guest selects "Cancel" button when being prompted with "Start recording or casting with Visual Support?". This only applies to Guest using Android devices.
recordingStartRequested	host	The Agent (host) clicks the "Start Recording" button on Local Console Controls.
recordingStarted	host	SightCall platform starts the recording.
recordingPauseRequested	host	The Agent (host) clicks the "Pause Recording" button on Local Console Controls.
recordingPaused	host	SightCall platform pauses the recording.
recordingResumeRequested	host	The Agent (host) clicks the "Resume Recording" button on Local Console Controls.
recordingResumed	host	SightCall platform resumes the recording after recordingPaused event.
recordingEnded	host	SightCall platform ends the recording after callEnded event.
noteOnPictureRequested	host	The Agent (host) clicks "Open Proposition" and "Apply" button on Remote Console Controls.
noteOnPictureDeclined noteOnPictureAccepted	guest / attendee (external)	The Guest selects "Decline" or "Accept and Sign" when being prompted with Notes on Picture proposition.
noteOnPictureSigned	guest / attendee (external)	The Guest selects "Confirm" when being prompted with Notes on Picture Signature proposition.
noteOnPictureStopped	host	The Agent (host) clicks "Close Proposition" button on Remote Console Controls.
guestSwitchRequested	host	The Agent (host) clicks "Switch Roles" (star) button for a specific Attendee on the Participant List.
guestSwitchCanceled	host	The Attendee selects "Decline" when bring prompted with Switch Role during Multiparty Call.
guestSwitchAccepted	attendee (external)	The Attendee selects "Accept" when bring prompted with Switch Role during Multiparty Call.
gpsRequested	host	The Agent (host) clicks "Geolocate" button on Remote Console Controls.
gpsDeclined gpsAccepted	guest / attendee (external)	The Guest selects "Decline" or "Accept" when being prompted with "Share your location (GPS) with your current contact for the next 1 minute" pop-up menu.
gpsReceived	host	The Agent (host) receives Guest's GPS Location successfully.
cobrowseStartRequested	host	The Agent (host) clicks Co-browsing "Start" button.
shareStartRequested	guest	The Guest is prompted to either Accept or Decline sharing their screen and has selected
cobrowseStarted	guest	The Guest is prompted with "Choose what to share" window and has clicked the "Share" button.
hangupRequested	host, guest / attendee (external)	The author clicks the hangup button on their device.
callEnded	host	The call ends gracefully without issues***
callEnded	empty / blank	The call ends abruptly due to issues***
userLeft	guest / attendee (external)	The Guest clicks the hangup button in Guest Controls.
hostRejoined	host	The Agent (host) rejoined an active call session.