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# support
i
I have multiple phone calls that are picked up, twilio recognizes a human, but it almost instantly hang up with the reason "customer-did-not-answer" Call ID's: 596234a6-65c3-4ac7-bce2-9ec5d117202a 614e5ecc-7143-4621-94e8-9259d74df3dc 3f1d9ec8-70a2-43a7-9637-c8b18ce24d1d https://cdn.discordapp.com/attachments/1252306795377201203/1252306795775529123/Screenshot_2024-06-17_at_23.56.15.png?ex=6671bd16&is=66706b96&hm=56a27d5823493360eab308421a4c24732f6eafe48cd0702b34e6d08b63796f00&
@Sahil
v
message has been deleted
@Ivo Schipper I'm sorry to hear that you're experiencing issues with calls being dropped. It seems like there might be a problem with the call handling logic or a misconfiguration in the system that's causing the calls to be terminated prematurely. To assist you better, could you please provide more details about your current setup? Specifically, I need to know if there have been any recent changes to your call handling scripts or configurations that might be related to this issue. Additionally, it would be helpful to know if this is happening across all calls or only with certain numbers or at specific times. Once I have more context, I can guide you through the troubleshooting process or escalate this to our technical support team for further investigation.
You can continue this conversation by mentioning me in the message.
i
@Vapi it seems like it's only happening with specific phone numbers.
v
@Ivo Schipper Thank you for the additional information. If the issue is isolated to specific phone numbers, it could be related to how those numbers are configured in your system or an issue with the server handling the calls for those numbers. To troubleshoot this further, please check the following: 1. Verify the 
serverUrl
for the affected phone numbers to ensure it's correctly pointing to your call handling server. 2. Check the server logs to see if there are any errors or unusual activity when these calls are received. 3. Review any recent changes to the call handling scripts or configurations for these specific numbers. 4. Ensure that the server is not sending a 'hang up' command due to some conditional logic that's being met only for these numbers. If everything seems to be configured correctly and you're still facing the issue, it might be necessary to look into the call logs in more detail or to reach out to the support team for a deeper investigation. Would you like me to guide you through checking the 
serverUrl
configuration or assist you with anything else at this moment?
i
actually its everywhere now @Vapi
v
@Ivo Schipper I understand that the issue has become more widespread. This indicates that there might be a systemic problem rather than an isolated incident. Here are a few steps we can take to address the issue: 1. **Review Global Configurations**: Check any recent changes to global configurations that might affect all calls. 2. **Check Service Status**: Ensure there are no ongoing service outages or incidents reported by Twilio that could be affecting call connectivity. 3. **Examine Application Logs**: Look into your application logs for any errors or patterns that coincide with the timing of the dropped calls. 4. **Test Call Flows**: Perform test calls to replicate the issue and monitor the behavior in real-time. 5. **Contact Twilio Support**: If the problem persists and no solution is found, reaching out to Twilio support with the call IDs and detailed information might be necessary. If you would like, I can help you initiate the process of contacting support or guide you through checking any of the above steps. Please let me know how you would like to proceed.
s
It should be fixed can you try once more?
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