This article explains what the system messages "Dialing failed: Call Rejected" and "Dialing failed: User alerting, no answer" mean when your agents attempt to make outbound calls from LiveAgent, and how to determine whether there is a technical issue.
Message Explanations
Dialing failed: Call Rejected
This message appears when the call was rejected on the customer's side. Common reasons include:
- The customer's phone is turned off or out of service.
- The customer manually declined (rejected) the incoming call.
This is not an error caused by LiveAgent or your call center configuration — it reflects the recipient's phone status or action at the time of the call attempt.
Dialing failed: User alerting, no answer
This message appears when the call rang on the customer's end, but the customer did not answer within the available time. The call was then automatically ended by the system.
This is also a normal outcome and does not indicate a problem with your LiveAgent call center setup.
Is There a Technical Issue?
Both of these messages are expected behaviors that can occur during normal outbound calling. They indicate the outcome of the call on the customer's side, not a malfunction in LiveAgent.
To confirm that your call center is working correctly, you can perform a quick self-test:
- Have an agent call their own personal phone number using LiveAgent.
- Alternatively, call the phone number connected to LiveAgent from an external phone.
- If the call connects successfully in both directions, your setup is functioning normally.
When to Contact Support
If these errors occur consistently for all outbound calls (not just isolated cases), or if you are unable to make or receive any calls at all, there may be a configuration or connectivity issue. In that case, please contact LiveAgent support for further investigation.