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Unable to transfer calls
# support
c
Hi there, I'm trying to get an assistant to transfer calls but it fails every time with the message "this phone number does not exist". I am using this number format: +31612345678 (not the real number). Have used a number of a friend to forward to, and got him to try to forward an assistant to my number. Have used both the Forwarding Phone Number field in the UI as well as the transferCall function and got both the initiate the transfer but in both instances it seems to try to connect to a non-existent number, even though the number mentioned it forwarded to in the call log is correct.. What am I doing wrong?
v
message has been deleted
@clouty I'm sorry to hear you're experiencing issues with call forwarding. It sounds like you're doing everything correctly by using the proper number format and attempting both the UI and the 
transferCall
function. There are a few things we can check to ensure everything is set up properly: 1. **Number Verification**: Double-check that the numbers you're using for forwarding are active and can receive calls outside of the VAPI system. Sometimes, carriers may have restrictions that could affect call forwarding. 2. **Country Code**: Ensure that the country code is correct and necessary for the call to be completed. Some systems may require different formatting or dialing rules. 3. **API Usage**: If you're using the Create Assistant API and encountering issues with the 
forwardingPhoneNumber
attribute, you might want to omit it or set it to null or an empty string ('') as per the context provided. This could resolve the error you're seeing. 4. **Permissions and Restrictions**: Check if there are any permissions or restrictions set by your service provider that might be preventing the call forwarding from working correctly. If you've verified all of the above and the issue persists, it might be best to look into the logs or error messages in more detail. If you need further assistance, please provide additional information or error codes, and I'll do my best to help you resolve this issue. If the problem is still not clear, you may need to ask support for more info on this.
You can continue this conversation by mentioning me in the message.
c
@Vapi thanks, I have dubbel-checked the numbers and now tried a third number but encountering the same issue. The logs do not show any issues and it looks like the right tool was called (I've hidden the number): Model called tool: transferCall({"destination":"+316####"}) Here are some logs of failed attempts: - 2d9ab34a-a49d-4678-99b2-50af6b7e9faa - 5c201b12-22b5-4e31-87d3-ba99199b3ee8 Every time the response is 'this number is not in use' (actually in Dutch 'dit nummer is niet in gebruik') - not spoken by the assistant but the default message you would get from your provider when you call a not existing/inactive Dutch phone number
v
@clouty It seems like you've taken the correct steps to troubleshoot the issue. Since the logs indicate that the 
transferCall
function is being called with the correct tool and the numbers have been verified, yet the calls are still failing with a provider message, this suggests the issue might be with the telephony carrier or network rather than the VAPI system itself. Here are a few additional steps you can take: 1. **Carrier Restrictions**: Contact the carrier of the numbers involved to ensure there are no restrictions or issues on their end that could be causing the problem. 2. **Test with Alternate Method**: Try using a different method or service to forward a call to the same numbers to see if the issue is specific to the VAPI system. 3. **Check Number Format**: Although you've double-checked the numbers, ensure that no additional digits, spaces, or symbols are accidentally being included in the transfer request. 4. **Contact Support**: Since the issue persists and the logs don't show any errors on the VAPI side, it might be time to reach out to VAPI support with the logs and the specific error message you're receiving. They may have more insight into the issue or be able to escalate it to their technical team for further investigation. Would you like me to assist you in contacting the support team or provide any additional help?
c
yes please, contact support
just tried buying a Vonage number (was using Twilio before) and now it does work!
s
twilio is marking numbers as spam because of this calls werre dropped after call is forwarded.
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