Forwarding Call does not seem to work
# support
I created a bot for a dental lab (for testing) and want that a user can speak to a human and instructed the prompt to do so. For this I added a number in the "functions" tab. When inspecting the call logs, I see in green that Forwarded → 0660 1414213 is written. However, my phone does not ring, and the assistant hangs up. The number is an Austrian mobile number. The country code has been selected in the flag before the number and the number field also has +43. We called from another Austrian mobile phone, to an austrian number we set up on twilio. What could be the reason? This functionality would be very important to us.
Hi @markus, I'm an AI assistant for Vapi. I'll analyze available sources and get back to you shortly.
----------------------------- **While I generate an answer, here are some sources that might be helpful**: * [Create Phone Call]() * [Function Calling]() * [List Calls]() * [Call Forwarding]() -----------------------------
s or international numbers. Upgrading to a paid account or checking Twilio's documentation regarding trial account limitations might be necessary. 6. **Contact Support**: If the issue persists after going through these checks, it might be helpful to reach out to Vapi's or Twilio's support for more specific assistance regarding your account and settings. Without direct access to your account settings or specific details on the call's failure reasons, these are the general steps you can take to troubleshoot the issue. If the problem lies within the Vapi or Twilio configuration, reviewing their documentation or seeking support directly might provide further clarification and resolution.
### Answer Investigating your situation, there are a few common reasons that might cause call forwarding to not work as intended in Vapi. While the official documentation does not directly address issues specific to Austrian numbers or international call forwarding, here are some general troubleshooting steps you can consider based on the available information: 1. **Check the Format of the Forwarding Number**: Ensure the forwarding number is correctly formatted, including the country code. You've mentioned that the number includes the country code (+43), which is correct. Double-check for any typos or missing digits [(1)]() . 2. **Review Vapi Call Settings**: Make sure the call forwarding settings within Vapi are correctly configured. According to the documentation, the
attribute should be set up properly in your assistant's configuration to enable call forwarding [(2)]() . 3. **Verify Twilio Number and Configuration**: Since the call is set up on Twilio, ensure that the Twilio number is correctly linked to your Vapi account and that there are no restrictions on your Twilio account that might prevent forwarding, especially for international numbers. Also, check if the Twilio number has voice capabilities enabled and is not restricted to trial account limitations if applicable. 4. **Inspect Call Logs for Errors**: The "Ended Reason" information in your call logs can provide valuable insights. If the call shows as forwarded but does not connect, it might be due to network issues, settings on the recipient's phone, or configurations on Twilio's side [(3)]() . 5. **Consider Twilio's Trial Account Limitations**: If you're using a Twilio trial account, there might be limitations on calling specific types of number
Got it. Tagging @User for additional help.
We have a paid Twilio account. It is possible that something is not configured right on Twilio, but I don't know where to start looking. Who is doing the actual forwarding, is ti VAPI or Twilio?
Hm, I see in Twilio Call logs that there was an outgoing dial but it failed
Can you provide me more twilio logs so that I can help you better with it?
This is not what I need, let's do one thing let's schedule a meeting and we can check over there
Sure, thats great
Let me know your availability. Monday to Wednesday are difficult because we are at a conference, afterwards its easy
I sent you my calendly link you can book from that.
Hi Sahil, Thanks a lot. In the meantime I found the error and it is entirely on our side on Twilio. One needs to edit Voice->Settings->Geo Permissions to permit outbound calling to an international number.
So, do you need help with anything else?