Issue with transferCall tool
# supportm
mmrdvn
08/13/2024, 9:00 PMHello Vapi Team,
I followed the following guide and successfuly created tools pointing to 2 different numbers.
https://docs.vapi.ai/call-forwarding
However when the assistant cals the tool the custom text gets spoken and then the call drops immediately.
I tested both of these numbers with the regular call forwarding and it works. 1 is a Twilio number and the other is a number from a Canadian telecom.
The status in the logs is "Assistant forwarded call"
Tool response is as follows:
{
"name": "transferCall",
"role": "tool_call_result",
"time": 1723577227861,
"result": "Success.",
"toolCallId": "call_SNqZrq4Gts532DjVTiD9OFoE",
"secondsFromStart": 18.802
}
Looking for assistance please
https://cdn.discordapp.com/attachments/1273023431209914418/1273023431515836457/image.png?ex=66bd1af5&is=66bbc975&hm=27150800a7f817f2e3398924b9e220f1617e760ec3432cb61d85c6218f5e12e0&
v
Vapi
08/13/2024, 9:01 PMYou can continue this conversation by mentioning me in the message.
Vapi
08/13/2024, 9:01 PM@mmrdvn
Hello there!
I'm glad to hear you've successfully set up your tools following the call forwarding guide. It's unfortunate, however, that you're experiencing issues with the call dropping after the custom text is spoken.
Since you've confirmed that both numbers work with regular call forwarding, and the logs indicate that the assistant forwarded the call successfully, it seems like the issue might be with the transition from the assistant to the actual call forwarding.
Here are a few steps you can take to troubleshoot the issue:
1. **Check the Configuration**: Ensure that the tool configuration for call forwarding is set up correctly, with the correct parameters for the numbers you're forwarding to.
2. **Review the Assistant Behavior**: Make sure that the assistant is programmed to wait for the call to be picked up after forwarding. There might be a setting that is causing the call to drop if not answered within a certain timeframe.
3. **Inspect the Logs**: Look for any errors or unusual messages in the logs that occur between the custom text being spoken and the call dropping.
4. **Test with a Delay**: Try adding a delay after the custom text is spoken and before the call is forwarded to see if that changes the outcome.
5. **Contact Support**: If the above steps do not resolve the issue, it might be best to reach out to the VAPI support team with detailed information about your setup and the issue you're facing.
If you need further assistance or if you'd like me to perform any specific actions, please let me know!
m
mmrdvn
08/13/2024, 9:23 PM@Sahil
If you have a moment please
mmrdvn
08/13/2024, 9:28 PMyea no errors in the log
mmrdvn
08/14/2024, 12:13 AM@Vapi
v
Vapi
08/14/2024, 12:13 AM@mmrdvn
It seems like there might be an issue with the handoff between the assistant and the call forwarding process. Since there are no errors in the log and the tool response indicates success, the problem might be more subtle, possibly related to the configuration or network behavior.
Here are a few additional steps you can take:
1. **Double-Check Network Conditions**: Sometimes, calls can drop due to poor network conditions. Verify that both the Twilio number and the Canadian telecom number have stable network connections.
2. **Verify Tool Configuration**: Revisit the tool configuration to ensure that all parameters, such as the forwarding number and any required delays, are correctly set.
3. **Test with Different Numbers**: If possible, try forwarding to different numbers to see if the issue persists. This can help isolate whether the problem is with specific numbers or a more general issue.
4. **Contact Carrier Support**: Since one of the numbers is from a Canadian telecom, consider reaching out to their support to check if there are any known issues or restrictions on call forwarding that might be affecting the service.
5. **Reach Out to VAPI Support**: If the issue remains unresolved, it might be necessary to contact VAPI support directly. They can provide more in-depth troubleshooting and possibly identify issues that are not immediately apparent from the logs or tool responses.
If you'd like me to assist you with contacting VAPI support or if there's anything else I can do to help, please let me know!
m
mmrdvn
08/14/2024, 12:14 AM@User assist me contacting support
s
Sahil
08/15/2024, 12:53 AM@mmrdvn There doesn't seems to be any issue with the call_id that you shared me.
Sahil
08/15/2024, 12:53 AMCan you share the phone number id I will check that what's happening
m
mmrdvn
08/15/2024, 5:53 PM@Sahil
e1ec6c01-05fa-4928-9271-116395c9c60d
s
Sahil
08/15/2024, 8:59 PMYou are providing both the forwardingPhoneNumber and tools
Sahil
08/15/2024, 9:00 PMjust pass one thing thing it will work
Sahil
08/15/2024, 9:00 PM"forwardingPhoneNumber": "+1226348XXX",
Sahil
08/15/2024, 9:00 PMIf this doesn't help, I sent you calendly link it will fix it