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Call forwarding not working
# support
y
Hello, I am trying to carry out call forwarding at the end of an outbound call (if the user wants to schedule an appointment). I am using the predefined function by simply filling in the "forwarding phone number" field. During the conversation, the AI agent states "your call is being transferred now" but the transfer does not actually take place - the call just ends. Both of the numbers I am using are UK Twilio phone numbers. I also tried creating an SIP trunk and associating both numbers with it in Twilio but the transfer still did not work. I also can't see anything in the logs about an attempt to transfer the call. I am not sure if I am fully understanding how to carry out the forwarding or if there are specific requirements for the forwarding phone number? Thanks for your help.
I reached out to Twilio support who mentioned the following: "Since all the logic for the call forwarding is going to take place on third party end, this case VAPI API, there's no need to configure the elastic sip trunk in our end for any case. Is just needed for you to use https://api.vapi.ai/twilio/inbound_call webhook on your UK numbers, BUT, is important you reach out to VAPI API support to clarify these new numbers are required to be included on the configuration logic for call forwarding. All the logic is done by the VAPI API side. For more reference you can check Twilio Third Party Application and Product Support which instructs you how Twilio support handles integration with 3rd parties and our scope in support. As summary, is not required the SIP trunk, just let VAPI API support that you will be using https://api.vapi.ai/twilio/inbound_call webhook to configure new numbers and it should be a done deal, let me know if you have questions. " @Sahil @Shubham Bajaj please advise on next steps to get this working; I am using the predefined function for call forwarding to a single number
s
can you share the call_id?
y
17214dfe-fde8-4a94-8afd-f9d5103eee4c
Have you uncovered the problem? @Sahil
a
Hi, I'm also having the same issue with call forwarding.
s
hey @Yoshi please link transfercall tool to your assistant either by creating custom tool https://docs.vapi.ai/call-forwarding or adding the call forwarding number.
create a support ticket for it.
y
@Shubham Bajaj Hi Shubham, I did add the call forwarding number but the transfer never takes place (Call ID 17214dfe-fde8-4a94-8afd-f9d5103eee4c). Please advise on how to proceed.
s
@Yoshi can you check in your twilio console if number is marked as spam? most likely because of number being marked spam by twilio call was successfully transfered by vapi but not by twilio. Twilio call id: CAdf3dd3c55a16153ade2fe81457ef6626
y
s
use gpt-4o-mini
as well as pass transferFunction number

https://www.youtube.com/watch?v=7Hobxgtop5s▾

also watch this video
y
Thank you will look into this
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