The disconnect step ends the call treatment and removes the call from vector processing. The system administrator can use this step in case of a failure, if all agents are logged out or in Aux work mode, or the number of calls in the queue has reached a threshold value. The contact center usually disconnects the call after playing an announcement to the caller that asks them to call at a later time.

The administrator must specify an announcement extension, a vector variable or a VDN variable in the disconnect step for the contact center to play the announcement before disconnecting a call.