Need help with an urgent issue We have a setup where the clinic forwards the calls to a number that we have assigned to them. if I call our VAPI number directly, everything is working fine. but if the clinic forwards us the call, the call gets abruptly disconnected I'm seeing the "endedReason":"customer-did-not-answer", which is strange as we have this inbound calls use case.. If I understand correctly, "endedReason":"customer-did-not-answer" is for outbound calls where phone reaches a voicemail. Call ids - 5108b0d0-cc51-4b4a-aef5-f08f85f8e2d1 332b960e-6a82-472d-80ef-180857156dff 9beb4f52-9297-4e58-8217-fca85c36234a 44c50eb9-5726-40d6-92f9-0c4dd7f2cb56 f5c01ce4-78a8-4ab0-b05e-80f7a0672274 We have Hippa enabled, so please message me if you need more details

@riteshchopra I understand the urgency of the situation and I'm here to assist you. The "customer-did-not-answer" ended reason indeed typically applies to outbound calls where the recipient does not pick up the call. However, in the context of forwarded calls, this might indicate an issue with the call forwarding setup or a miscommunication between the forwarding service and our VAPI. To address this issue, I would recommend checking the following: 1. Ensure that the call forwarding settings at the clinic are correctly configured to forward the call to your VAPI number without any conditions that might lead to early termination of the call. 2. Verify that there are no issues with the network connectivity or any other technical glitches at the clinic's end that might be causing the calls to drop. 3. Confirm that your VAPI setup is configured to accept inbound calls and that there are no rules or filters that might be rejecting the forwarded calls. Since you mentioned that direct calls to your VAPI number are working fine, the issue seems to be specifically related to the call forwarding process. If the above checks do not resolve the issue, it may be necessary to look into the call logs for the provided call IDs to identify any patterns or errors that could be causing the disconnections. As you have HIPAA enabled and require confidentiality, please provide any additional details through a secure channel. If you need further assistance with investigating the call logs or if the issue persists, please ask support for more info on this.

I disabled Hipaa and made two calls, one directly to our number linked with VAPI and other to the clinic's number which then forwards the call to our number. Here are the call ids for each one - Call to Clinic's number - 30e9dd97-3f45-472b-8f5c-35054d328157 gets hanged up with the endedReason":"customer-did-not-answer", Call to our VAPI/Twilio number - d6daccb1-c6c2-413c-b314-8366759a9578 gets answered properly

@riteshchopra sometimes these virtual numbers are blocked/flagged by telephony providers can you please try with new number instead of removing and adding same number again?

Hi Shubham, that is not an option. We'll have to reach out to the clinic and ask them to redirect to a different number. For that they'll need to reach out to another vendor, who maintains the telephone routing. It's not something that clinic will be open to doing.

@riteshchopra check your dm.